Customer Experience, Sales, Digital Marketing

Gino Dovico

** ****** **** - ******, ** *****

480-***-**** - *******@*****.*** - www.linkedin.com/in/gino-dovico DIRECTOR, CUSTOMER EXPERIENCE

Omnichannel CX - Customer Journey Mapping & Redesign - Digital Innovation & Technology Business Transformation - Lean Six Sigma Black Belt - Process Improvement & Management Customer-focused senior CX leader with over fifteen years of success implementing new initiatives and improving existing purchase and service experiences. Innovates and develops new strategies and techniques to enhance customer and employee interactions, generate revenues, and drive cost efficiencies. Creates sustainable revenue pipelines, market share growth and brand exposure by leading transformative digital marketing and cross-functional agile project teams. Serves as a trusted advisor to the senior leadership team, peers, management and staff. Leads customer-centric strategies, applying service and experience tools to ideal drive expectations, satisfaction and performance. Unites diverse stakeholders from across the company, to focus on the customer, reconciling conflicting viewpoints, developing consensus and influencing productive solutions. Competencies include:

- Assisted & Unassisted Pathways - Strategic Communications

- Cross-Functional Team Leadership - Contract Negotiations & Deal Making

- Talent Management & Development - Project Management & Implementation

- Strategic Planning & Implementation - Innovation & Business Transformation CAREER SYNOPSIS

Gerson Lehrman Group, New York, NY 2019-Present

International organization connecting businesses with a network of over 800,000 independent consultants with topical or industry expertise. CONSULTANT & COUNCIL MEMBER

Subject matter expert on customer experience strategies for all consumer segments, digital-app/online, retail, and customer service. Works with companies to solve complex and strategic customer experience challenges, test hypotheses, provide market feedback, and mentor teams through consultation. Determines ideal system capabilities and techniques to achieve personalization in omnichannel experiences. Shares best practices and best-in-class methods to execute programs that deliver superb digital first experiences.

Leverage expertise and use of SaaS companies & solutions such as Salesforce, AWS, Pegasystems & user stories for companies to design relationship management programs for their customers.

Provided guidance to large corporations prior to multimillion-dollar investments on operations, product launches, customer experience enhancements and new ways of doing business. Verizon Communications Inc., Basking Ridge, NJ 1996-2018 Publicly traded (NYSE: VZ) DJIA and S&P 100 component telecommunications conglomerate, with revenues exceeding $130 billion. DIRECTOR, MARKETING – CUSTOMER EXPERIENCE STRATEGY (2013-2018) Business transformation expert and certified Lean Six Sigma Black Belt. Directed a team of 10 Experience Managers, all Lean Six Sigma Black Belts, focused on improving customer and employee interactions by utilizing use case story writing and process design to map out customer journeys, identify pain points, and develop omnichannel frameworks. Supported both digitally unassisted and assisted customer paths. Reported to VP Business Transformation / Customer Experience Officer.

Achieved annual ROI of $70 million by successfully developing and creating omnichannel experiences, for purchase and service processes, by leading Agile work among the Business, Technology and Designer teams.

Provided real-time decision making and data, by leading the Exchange to Exchange CX & Insights cross-channel program.

Captured 60% take rate by successfully launching a new experience for customers, mixing and matching individual price plans on the same account to improve personalization.

Saved $2 million per year in reduced commission spend while maintaining and increasing sales by removing inefficiencies in quota setting for internal sales associates on a national basis.

Designed new CX principles as a guide for initiatives, executive decision making and forums, adopted across all projects.

Efficiently identified moments of truth, pain points and opportunities by implementing a “Learn, Buy, Get, Use, Pay, Service, and Customer Journey” model into the business, resulting in cost reductions and revenue/sales growth.

Projects included: pricing, product launches, sales commissions (ex. $3.1 million/year) for internal employees and external indirect agents, contact rate (ex. 10 pt. improvement) and customer experience. Gino Dovico 480-***-****

Achieved a billing call reduction of one million calls per month, by designing a new format for billing experience, which included simpler terms, framework and context for enhanced customer understanding and communications.

Reduced status calls by two million in just six months, implementing a new experience for tracking customer orders by utilizing personalized tracking, which ensured the customer was aware of the status real-time. DIRECTOR, INDIRECT SALES, SOUTHWEST REGION (2010-2012) Established and implemented sales, marketing, merchandising, advertising and promotional programs for AZ, NM, NV, and TX territories. Reporting to Regional President, led and directed a team of 40 Account Managers. Managed overall operations, budget, and quota of the indirect channel. Directed local contract negotiation and start-up implementation of new accounts, as well as distribution, marketing, advertising, and sales strategies for new and existing accounts. Maintained and grew existing customer base and managed churn. Collaborated with other departments to analyze issues and develop new process improvements.

Met and exceeded regional sales objectives of 200,000 annual phone sales every year.

Increased data revenue by 20%, and Net Promoter Score (CX) by eight points during tenure.

Opened up over 100 doors of distribution, expanding marketplace sales and operations for the company. ASSOCIATE DIRECTOR, MARKETING & SALES OPERATIONS (2007-2010) Led and directed a team of eight Marketing Managers and Consultants handling development, execution and management of new products and enhanced services. Area project lead for major launches and managing the operational readiness and customer experience for all Sales and Service channels. Created and developed overall strategy, including promotions and initiatives for national retailer accounts such as Best Buy and Walmart. Handled national retailer contract negotiations, marketing and merchandising. Reported to Director of Marketing.

Delivered $4 million in revenue by launching a new product nationally named Ringback Tones, allowing customers to select music instead of standard ring tones.

Drove 20% increase in sales by managing the Best Buy account on a national basis, securing advertising placements, sales promotions, and incremental in-store merchandising.

Launched 90 kiosks in 45 days as project lead for BJ’s Wholesale Club kiosk launch.

Enabled 30 million customers to switch or retain their number in one year by leading local number portability project. DISTRICT MANAGER, RETAIL CHANNEL (2005-2007)

Hands-on leader focused on training, career growth and employee development. Managed 11 direct retail locations with 125 employees. Handled goal setting, sales initiatives, marketing programs and continuing growth. Led a 22-member management team controlling and maintaining merchandising, compliance, store appearance, key performance indicators, asset management and personnel. Initiated event marketing and programs geared towards the Hispanic market. EDUCATION, TRAINING, CERTIFICATIONS & LICENSES

Manhattan College, Bronx, NY

Master of Business Administration degree in Management Information Systems GPA: 3.6/4.0

Pace University, New York, NY

Bachelor of Business Administration degree, Major in Business Management, Concentration in Human Resources Stanford University, Center for Professional Development Empathize & Prototype - Key Tools of Design Thinking The Power of Stories to Fuel Innovation

Verizon

Lean Six Sigma Black Belt

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