Program Manager Senior
Resume:
Richard R. Brehm
Suwanee, Ga. *****
*******@*******.***
Senior Program Manager
Proven ownership of marketing & operations program development, program adaptation to business requirements and ensure business results.
* P&L responsibility * Process Design
* Revenue Growth * Pricing analysis
* Product ideation & launch * Sales team motivation and coaching
* Cross-Functional Collaboration * Partnership & Alliance Management
PROFESSIONAL EXPERIENCE
Cox Communications, Atlanta Georgia 2015 – Present
Senior Program Manager – Customer Onboarding Logistics & Last Mile Implementation
Developed direction of all operation efficiencies within the installation and account set up of all new business customers. Directed 13 person training organization, responsible for onboarding & educating new business customers on product and feature functionality. Planned delivery of fiber internet to meet last mile delivery objectives for Cox Business and customer facilities
Delivered over 4K+ annual customer trainings, resulting in a 24% reduction in customer care interactions
Achieved an 83% Net Promoter Score within the new customer onboarding space
Dashboard & KPI Creation – Developed and updated a daily Key Performance Indicator Dashboard to identify existing customer issues, while simultaneously developed a preemptive approach towards eliminating repetitive customer challenges from occurring.
Development of user, administrator and quick reference guides for all existing and new product launches
Development of video training library for external customers. Created over 125 online video for cox.com resource section
Developed 3 & 5 year LRP to align with business targets while incorporating expansion opportunities into the budget
Richard R. Brehm 757-***-**** Page 2 of 2
Director of Brand Strategy – Autotrader Publishing 2007 - 2008
Directs all product positioning tied to Autotrader Magazine and all subsidiary magazine advertising. Developed aggressive promotional strategy with retail outlets to reverse the erosion of magazine sales in select regions around the USA. Oversight of national sales team revenue and unit targets while leveraging Autotrader.com as a focal point for future advertising options.
COMCAST, Albuquerque New Mexico 2006 – 2007
SW Area Director of Marketing & Sales
Responsible for the creation and execution of annual marketing strategies throughout New Mexico, Arizona & Colorado, an area of 700,000 homes passed.
Lead support of local marketing team efforts, management of 11 managers & 25 outside reps.
Directed a 250 person inbound call center in support of Comcast’s suite of products. Responsibilities included establishing Key Performance Indicators, segmenting the call center into 3 categories: Retention, acquisition and technical support of both business and residential customers. Result was a reduction in call abandonment rates by 11% and an increase in customer ARPU by 13% by placing the key constituents into the right area of focus.
COX COMMUNICATIONS, Hampton Roads Virginia 2004 – 2006
Director of Product Marketing and Supply Chain Management
Responsible for the development of annual and long-term product and marketing strategies across the full suite of Cox services – Digital Cable, High Speed Internet and Cox Digital Telephone.
Championed and developed competitive overviews and preemptive marketing plans to insulate and better satisfy Cox customers from aggressive competitive offers, resulting in a 20% reduction in churn amongst current subscribers.
Established record online sales by doubling e-commerce sales from 3.5% to 7.1% of total marketing sales in less than 12 months by emphasizing Search Engine Optimization.
Development of MDU strategy geared towards solidifying the Cox Residential Bundle to new and existing communities in market.
COX COMMUNICATIONS, Atlanta Georgia 2000 – 2004
Marketing Manager – Cox Digital Phone
Responsible for the creation and implementation of marketing strategies, programs & tactics in support of 13 telephony systems around the United States. Duties include the development of annual marketing plans, management of existing vendor accounts & analysis of monthly results.
Developed monthly creative briefs in support of drive period advertising campaigns utilized by all telephony systems
Increased the number of Cox Digital Telephone subscribers from 100,000 in 2000 to more than 1.5 million by the end of 2004.
EDUCATION
MBA – Marketing, University of Phoenix, Atlanta GA
BS – Economics, Fairleigh Dickinson University, Madison NJ
Digital Marketing Certification – Emory University, Atlanta, GA
Marketing Analytics Certification – Wharton School of Business, Philadelphia, PA
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