Lee Goldstein

Telephone: 224-***-****, e-mail: ad0zbj@r.postjobfree.com, www.linkedin.com/in/leedgoldstein/

PROFESSIONAL PROFILE

Trusted leader with increasing responsibilities across multiple organizational functions, including operations, engineering, sales enablement, and customer satisfaction. Responsible and accountable for significant customer satisfaction improvements, operational and organizational transformations, and new product introductions. Results driven through effective team building, team leadership and mentoring.

•At Comcast Business, I created, grew, and evolved a B2B Sales enablement platform that resulted in revenue growth from $60M to $875M over a twelve-year period. I developed and implemented initiatives to improve customer satisfaction scores from minus 24 to plus 37 net promoter score (NPS) points in the most recent six-year period. I improved employee satisfaction scores from 23 to 100 NPS points in the most recent three-year period by directly involving the frontline team members.

•At CIMCO Communications, I lead a core network transformation project to increase network availability to greater than 99.99%, partnering with vendors Cisco, ACME, Broadsoft, and Lucent.

•At T-Mobile and CIC, I was the executive project leader in the buildout of greenfield wireless networks in seven markets, managing capital budgets in excess of $70M, operational budgets in excess of $150M, and never exceeding 0.7% variance to budget.

CORE COMPETENCIES

B2B Service Delivery Account Management Organizational Change Management Customer Stewardship Sales Process Project Management Customer & Employee Experience Improvement Initiatives (Net Promoter Score) Sales Enablement Collaboration Self Starter Problem Solver Data Center Creation and Operation Network Engineering, Construction and Operations CAPEX Project Evaluation & Execution Scrum

EXPERIENCE

LG Connect Resources, Independent Consultant Sept 2022 to present

Provided consulting expertise to clients via three specific Expert Consultancy Houses (GLG, Alphasites, & Dialectica):

Provided expert consultation services on B2B Sales Enablement tactics for Internet Service providers,

provided workflow models in Sales Operations for Cable TV providers,

provided Service Delivery Best Practices for Construction Services companies, and

provided Organizational Strategy for B2B solutions providers.

Comcast Business, Senior Director Dec 2010 to Aug, 2022

Launched and streamlined sales and connect operations for small business and mid-market business customer space for the Greater Chicago Region. Integrated business services vision in sales operations to create a highly scalable sales organization. Organizational size grew from four to fifty full-time employees, and leaders, over an eleven-year span.

•Launched Salesforce CRM for Comcast Business for Mid-Market and SMB Segments, facilitating B2B revenue growth from $60M to $875M.

•As a certified Change Manager, I have executed four far-reaching structural transformations, including team creation, expansion & contraction. Have user experience in JIRA, Tableau, and Power BI.

•Extensive experience designing pertinent SLA’s & KPI’s as well as creating performance trackers through managerial and user level dashboards. Have experience designing KPI based incentive programs for traditionally ineligible technical work teams to reach higher performance levels.

•Successfully converted 23 customers with poor experiences into referenceable clients via focused B2B Customer Stewardship.

•Provided behind the scenes Account Management functionality for the Comcast Business Account Managers, growing existing base revenue over 35%.

•Since 2016, drove Customer Experience improvement programs to increase (Net Promoter Score) NPS by 72 points over a six-year period.

•To provide the best possible customer experience, we created a regional customer ticketing team and platform for service issues unresolved by our primary care team. To that end, I evolved Salesforce, over an eleven-year period, into a Customer Case Management Platform for this purpose. Customer Case volume grew from zero to over 6,000 cases annually. I then introduced far reaching Salesforce automation to improve efficiency in the case creation domain.

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•Utilizing trustful relationship built over many years, I served as the commercial service delivery oversight executive to technical operations, construction, and engineering organizations. These relationships were used to manage service delivery and reliability escalations for customers. I was frequently utilized to execute OCM for partner organizations to improve customer experience.

CIMCO Communications, Vice President Sept 2009 to Dec 2010

Architected and maintained network infrastructure to meet the highest level of reliability. Delivered new products and features on CIMCO’s Hosted VOIP and data network platforms. Provided support on infrastructure and next generation switching and routing platforms.

•To order to provide a superior business customer experience, I established a highly available infrastructure network consisting of CIMCO’s Data and Voice network infrastructure including Cisco Core 10k Routers, Broadsoft Feature Server, ACME SBC’s, Lucent 5ESS, and facility transport.

•Operated two large data centers (427 S LaSalle and 601 W Polk), one of which was at capacity exhaustion and required $3.5M in immediate remediation investment.

•Executed customer notification process for planned network disruptions, improving customer service availability by 100%.

•Post Comcast acquisition, successfully drove the migration of over 1400 CIMCO SMB customers to the Comcast platform, all while doing “no harm” to the customer experience.

•Provided Project Management Office (PMO) for infrastructure deployment by collaborating with customers to meet, or exceed, requirements.

Communication Infrastructure Corp (CIC), Director Feb 2007 to Sept 2009

Led customer engagements for network engineering division.

Directed a team of 15 in the on time and on budget design and implementation of terrestrial backhaul networks for multiple wireless clients (Cricket & Sprint). Both projects involved over 400 network facilities that required engineering and implementation activity.

T-Mobile USA, General Manager and Director April 1996 to Feb 2007

Project deployment executive in Albuquerque, El Paso, Des Moines, Chicago/Elgin and Milwaukee, running development and operations organizations that numbered greater than 200 individuals and creating more than 500 network facility sites with six data centers.

OTHER ACTIVITIES

Chicagoland PMI

Stevenson High School to College (S2C) Mentor - Providing comprehensive mentoring for a first generation, at risk, college bound high school Junior for a four-year period.

Member Board of Directors – Eighth Blackbird Performing Arts Association - Provide strategic leadership skills to a performing arts association anchored by a four-time grammy award winning chamber group.

EDUCATION AND TRAINING

MBA, Corporate Finance, University of Dallas, Irving TX

B.S. Electrical Engineering, University of Illinois, Urbana-Champaign

Certified Lean Six Sigma Green Belt

Certified Professional Scrum Master 1

Completed training in Python, PMP, SAFe Agile, AWS Cloud Practitioner and Azure Cloud Fundamentals, PROSCI Organizational Change Management (ADKAR), and Management and Strategy Institute’s Change Management Specialist (CMS)

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