As an eSupport Manager in Verizon’s self-service solutions group I integrated self-service web and mobile applications into an existing support environment. After reviewing call drivers, application success rates, customer surveys and other key performance indicators I worked with branding, digital marketing vendors, and software development teams to create applications like the Verizon Troubleshooter.

Accomplishments at Verizon (2010 - 2011)

• Increased self-service repair transactions by 141%
• Reduced the online ticket creation abandon rate from 89% to 31%
• Saved over $6.7+ Million dollars in operational costs by implementing self-service web applications.

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I joined Nobel as the Creative Director in May 2001 and redesigned all existing retail product offerings, as well as creating retail and wholesale designs and features from scratch. While still overseeing the graphics department at Nobel, I became the lead project manager for Nobel Romania. I worked in two of Nobel's locations and traveled between San Diego, CA and Bucharest, Romania.

Accomplishments at Nobel (2001- 2004)

• Helped increase Nobel's retail revenue from $10 million to $33 million by completely re-designing all retail web product offerings while working with the software department on features to create an easier online customer experience
• Designed and managed multiple online properties: nobelcom.com, talkhome.com, nobelgobe.com, nobelworld.com, nobeltalk.com
• Designed numerous software enhancements to solve reoccurring problems affecting both the retail and the wholesale communication divisions
• Became the liaison between the IT department and Business Development

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GESupply.com was the electrical products distribution business of the General Electric Company (NYSE: GE) and launched on May 8, 2001. GESupply.com was created to increase product ordering. It served electrical contractors, industrial and commercial users, engineer constructors, OEMs, utilities and the aerospace industry. Customers were able to order products by entering a code, using product wizards, or by using a barcode scanner. Over 400,000+ SKUs were available.

Accomplishments at GESupply.com (2000 - 2001)

• Worked with the Creative Director to design and produce website templates, and advertisements
• Worked with the corporate GE branding group to ensure GE was portrayed as a Fortune Top 10 company
• Led meetings with GE management on designs, and milestones
• Worked with the IT group at Broadvision to execute the approved designs

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