Mark Levy

Frontier Communications

Vice President, Customer Experience

MaxxoMedia

Publisher of the DCX Newsletter and Podcast- DCX brings you the latest in analysis, commentary, original reporting, and curated links about digital customer experience news, tools, trends, and reports.

Publisher - DCX Newsletter and Podcast

Author/Publisher of 365 Days of Accountability, 365 Days of Accountability Journal, 365 Days Daily Challenge Tests, and the Accountability Team Handbook

Author/Publisher

DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders

Executive Coach

DCX consultant - CX strategy, digital transformation, execution, go to market advisor, business development

CX Management Consultant

Comcast

Directed strategy, design, and delivery of omni-channel sales and consumer self-service experiences across web, mobile app, chatbot, IVR, messaging, and on-box, driving increased digital sales and self-service transactions, reduced agent interactions, and increased NPS. Led team of three direct reports and 20+ team experience managers. Directed cross-functional relationship management with technology, marketing, design, product, sales, call center and tech operations, business intelligence and analytics, legal, and finance in support of experience team productivity.

Vice President, Digital Experiences 

Led transformation of Xfinity consumer account management and support experience across web and mobile apps. Developed convergence plan across all Xfinity lines of business to streamline experience and reduce number of sites and applications that customers needed to navigate. Led team of two direct reports as well as team of 20+ experience managers.

Vice President, Consumer Experience

Established new department and disciplines for Xfinity Mobile enabling delivery of superior customer and agent experiences, reducing operational costs guided by data, analytics, and insights. Defined strategy, vision, goals, operating model, and organization structure. Directed day-to-day CX and operations across all customer journeys and rapid response to mission-critical business issues and elevations. Developed people, processes, and technology required to quantify top CX and operational issues across XM and build framework for CX data gathering, analysis, and reporting. Oversaw new feature experience testing for release readiness with subset of participants and agents prior to roll-out to full customer/agent base. Administered customer and agent journey experience testing and analysis. Led team of four direct reports and ten team members.

VP, CX Delivery and Operations

Led customer experience team for consumer digital support via web and mobile app and agent experience team focused on agent tools for retail and call centers. Defined customer experience across all consumer touch points. Managed team of five direct reports.

XFINITY Mobile combines America's largest and most reliable 4G LTE network with our existing WiFi network to give our customers a better experience, and make wireless data more affordable. Up to 5 lines can be included with XFINITY Internet service at no additional charge, and there are no monthly line access fees or charges for unlimited nationwide talk or text. Customers will only pay for their devices and cellular data.

Senior Director, Product Management and CX

Citizen, Inc.

Led strategy and product development engagements for telecom and automotive clients including 
•	Comcast - Led team of 60 strategists, designers and developers to define and deliver the MyAccount and Support experience on web and apps for Xfinity Mobile.
•	AT&T – Executive advisor on product and go to market strategies for Connected Home, IP Communications, Connected Car, messaging, content publishing and tablet applications.
•	CDK/ADP Dealer Services – Account lead on multiple digital strategy initiatives including connected car, technology platform architecture and global data ecosystem transformation.

Senior Strategy Consultant 

Founder of boutique digital business strategy consultancy. Working with multi-national technology, telecommunications, media, and entertainment companies as well as emerging digital media start-ups. Providing services such as customer experience and digital transformation, strategic business planning and development, rights acquisition, new business and new market development, product development and distribution, introductions to key executives, and investment/market due diligence.

Clients include: Citizen, AT&T, Nokia, OVI, Evergig, Jaguar Land Rover, Cricket Wireless, CDK Global (formerly ADP Dealer Services), Alcatel-Lucent, Audiosocket, Moderati, Urban Planet Mobile, Jacked, Jivox, Vivendi, GameWorks, Funmobility, Viralheat, Alerts.com, MangoSpring, Hughes Telematics, Motricity, Starfish Television Network, Varitalk, Smilebox, Openview Partners, The Algonquin Group

Viralheat

Viralheat was a simple and an affordable way for brands, agencies, marketers and content producers to monitor content and engagement on the Web and across social networks.

Users could identify key trends, sentiment, understand community engagement, influencers and perform competitive analysis, with an emphasis on anticipating future actions and results. Founded in January 2009 by Rajeev Kadam and Vishal Sankhla, Viralheat was built with fanatical focus on scalability and speedy data analysis at disruptively low costs.

In June of 2011, Viralheat raised $4.25 Million from Mayfield Fund - http://www.prweb.com/releases/2011/6/prweb8605307.htm

In March of 2015, Cision acquired Viralheat 
http://globenewswire.com/news-release/2015/03/23/717852/10125949/en/Cision-Acquires-Viralheat-to-Provide-the-Industry-s-Most-Comprehensive-Social-Suite.html

Advisory Board Member

The eForum

eForum (formerly The MIT Enterprise Forum) builds connections to technology entrepreneurs and to the communities in which they reside.

MITEF produces a series of educational programs about entrepreneurship through a network of 28 worldwide chapters. Anyone interested in or involved with technology entrepreneurship is welcome to participate and join together to form the Enterprise Forum community. MIT Enterprise Forum is a global voice of entrepreneurship. It collaborates with hundreds of corporate and education organizations that connect technology entrepreneurs with resources which makes the commercialization of technology faster and easier.

Vice Chair 2011-2012
Programs Chair 2009-2011
Programs Vice Chair 2008-2009
www.mitwa.org

Vice Chair

UrbanWorld Wireless

UrbanWorld Wireless is one of the world’s premiere providers of digital entertainment services. UWW develops, markets and provides digital content and services including music, wallpapers, games and data services, all available directly for mobile devices.  

Headquartered in Los Angeles, CA, UrbanWorld Wireless is the first digital company dedicated to serving the urban youth market. The company boasts more than 2 million ringtones sold and features a roster consisting of David Banner, 3-6 Mafia, among others.  

As a leader in mobile marketing solutions, the company has worked with clients such as Jay-Z, Snoop Dogg, Chingy, Ja Rule and the Beastie Boys.  UWW is at the forefront of integrating wireless technology and the hip-hop lifestyle.

www.urbanworldwireless.com

AllAccess.com

Columnist covering a broad range of topics within the digital media landscape for leading online daily source of news, new music, artist information, radio programming tips, show prep, and related music and radio links.

www.allaccess.com

Digital Media Columnist

Corbis

Established and led first dedicated global operation focused on mobile device opportunities for Corbis, the world’s preeminent visual solutions provider, formerly privately owned by Bill Gates (now part of Getty Images). Developed global business strategy and hired key management team personnel. Executed brand licenses, content development plans, and direct distribution agreements with major US carriers and international sub distributors and licensees.

Vice President/General Manager Mobile Devices

Open to new connections (please, no pitching in requests). Also, I'm not interested in virtual assistants, franchises, appointment-setting, coaching services for coaches, web design, or financial management services. Thanks!
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My mission is to inspire, educate, and coach people and teams to achieve their goals and create positive impacts for their customers.

As an executive, coach, and consultant with over 25 years of experience in digital and customer experience, I help customer-obsessed business leaders reach their full potential and deliver exceptional results. 

Currently, I am the Vice President of Customer Experience at Frontier Communications, where I lead the strategy and execution of CX initiatives across the organization. 

I also founded and publish the DCX Newsletter and Podcast, which is a weekly source of insights, trends, and best practices for CX professionals and enthusiasts. 

Additionally, I authored several books and resources on accountability, motivation, and personal growth, including the "365 Days of Accountability Journal" and the "Accountability Team Handbook".

Multiple Organizations

* Collaborate with leaders to design and implement target operating models, enhancing operational efficiency by up to 30% through data-driven process improvements
* Lead the adoption and integration of third-party SaaS solutions, resulting in streamlined workflows and improved user engagement in financial services and higher education sectors
* Conduct in-depth operational analyses to pinpoint inefficiencies, resulting in the implementation of targeted improvements that enhanced overall service quality and customer experience
* Orchestrate comprehensive change management strategies, ensuring seamless transitions to new technology platforms while maintaining operational continuity and fostering employee engagement
* Design and implement comprehensive KPI framework, enabling data-driven decision-making that improved startup performance by 35% and accelerated time-to-market by 20%
* Conduct thorough 'build versus buy' evaluations for technology stack, assessing scalability, cost-effectiveness, and alignment with goals, leading to informed decision-making for clients
* Spearhead initiatives to incorporate AI capabilities, leveraging predictive analytics to drive decision-making and operational efficiencies

Operational Excellence and Technology Enablement Consultant

Chime

* Lead a team of Senior Product Managers who launch and maintain our SaaS tools utilized by Business Process Outsourcing (BPO) agents. Responsibilities include:
    ** New system implementations and integrations,                              feature enhancements, and strategic roadmap planning with a keen focus on agent and customer experience.
    ** Third-party relationship management, contractual adherence, and contract renewal accountability.
    ** Support companywide Objectives and Key Results, as strategic SaaS subject matter experts.

* Executed robust analysis of System Optimizations mandate and framework. Defined plan to enable the Target Operating Model. Results included:
    ** Increased team velocity by ~200% YoY.
    ** Reduced unplanned production incidents by 25% YoY.
    ** Enabled >$5M unplanned OpEx savings, instituting vendor management best practices.
    ** Increased NPS by enhancing system capabilities.

Head of System Optimizations

Marlette Funding, Provider of Best Egg Personal Loans

* Developed a team of operationally minded Product Managers, Business Analysts, and User Acceptance Testers who exercised subjective matter expertise to drive high value solutions within the third-party tech stack. Results included:
    ** Redefined and increased deployment success metrics by >50% YoY.
    ** Reduced defects and incidents by 20% YoY.
    ** Enabled reduction in AHT by 15% YoY.

* Led a cross-functional team through the business’s transformation from a single product to a multi-product organization.
    ** Launched company’s MVP credit monitoring platform.
    ** Launched company’s MVP credit card.
    ** Redesigned standard operating procedures (SOPs) enabling an ideal agent and customer experience.

* Received Top Performer award for successfully leading #1 priority OKR, “Transition the Organization to a Scalable Target Operating Model”. Sub-programs included:
    ** Redefined outsourcing strategy.
    ** Center of Excellence launch.
    ** Business process and SOP optimization and automation leveraging RPA.
    ** “Build vs. Buy” tech stack evaluation and subsequent system consolidation via migrations.

Director II, Operational Product Management

* Led Xfinity Mobile through first successful Apple event participation. Defined the strategy and playbook while effectively executing the plan during the Apple determined launch window. Accountable for: reporting project status, risks, issues, mitigation plans, and deployment timelines to the executive team.
    ** 2017 Comcast Circle of Success nominee.

* Led Xfinity Mobile team through successful MVP launch of NPS. Responsible for: cross-functional alignment, communication, training, and executive reporting.
 
* Accomplished flawless Xfinity Mobile Beta launch, followed by GA in May 2017. Responsibilities included: agent systems and tooling setup and integrations and product catalog configuration.

* Successfully delivered VoIP product enhancements within Business Services, prior to joining Comcast’s New Product Introduction team.

Manager, New Product Introduction

TargetX

* Led Customer Relationship Management (CRM) implementations at universities across the globe.

* Managed internal and external resourcing, supporting on-time, on-budget implementations, while serving as college communications and recruitment industry expert.

* Assisted project team with User Acceptance Testing and all end-user Training, enabling a successful CRM adoption.

* Managed client expectations, reporting RAID and status updates to university steering committees and internal executives.

Salesforce Project Manager Consultant

The University of Toledo

* Developed and executed a playbook defining an omni-channel communication plan in alignment with marketing, public relations, and compliance.

* Established Microsoft Dynamics CRM best practices, resulting in a 15% increase in applications and an 8% increase in college admission.

* Accountable for CRM vendor management and contractual oversight.

* Accountable for marketing, communications, and operations departmental KPIs and SLAs.

* Responsible for identifying opportunities to optimize undergraduate admissions webpages, ultimately increasing the top of the funnel with improved web traffic.

Associate Director of Operations and Communications

Miami University

* Led team through CRM migration. Responsibilities included: vendor due diligence, RFP, and implementation.

* Directed all hiring, training, and day to day oversight of operations and technology staff.
 
* Revised outdated policies and procedures in collaboration with cross functional department heads, creating cohesion and efficiencies.

* Managed enrollment management third-party vendor contracts and relationships.

Associate Director, Enrollment Operations and Technology

Altius Education, Inc

* Led all aspects operations. Responsibilities included: employee hiring and training, managing departmental budgets, creating executive reporting and dashboards leveraging proprietary data.

* Delivered the business case outlining the need for an automated Dialer. Gained executive approval for investment, and led a cross functional team through all phases of implementation.
** First year results exceeded forecasted goals by 10x.

* Designated “Program Lead” for all future third party system implementations, including an organization-wide Salesforce migration.

* Identified business process improvement opportunities which increased student enrollment by 20%.

Manager, Customer Service & Operations

Dynamic leader with extensive experience launching new products to internal and external customers in FinTech, EdTech, and Telecommunications industries. Significant success scaling teams from early stage start-up to matured organizational structures. Innovative problem-solver, excited by complex business challenges. Passionate leader whose enthusiasm inspires teams to deliver at high levels. Life-long learner, obsessed with continuous growth and development.

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Mark Levy

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