Brenda Lucas

Developed programs, initiatives and tools to enhance sales and strengthen relationships with AT&T customers.

Utilized various channels and distribution models to target diverse customer segments.

Created marketing campaigns and materials to elevate seller and customer awareness.

Delivered seller training, materials, and automated tools to enhance selling activities.

Implemented ongoing improvements in sales processes to facilitate solution selling and revenue flow.

Established a standardized approach for Go-to-Market activities, ensuring product readiness.

Managed communication and alignment with senior leadership on strategic sales directions.

Led cross-organizational teams to design and implement optimal customer experiences for business clients.

Utilized creative thinking to develop a comprehensive end-to-end business customer experience concept.

Employed Journey maps and Human Centered Design techniques to define current and future customer experiences.

Conducted extensive data analytics to identify dissatisfaction points and prioritize high-impact initiatives.

Built NPS modeling tools to guide capital investments aimed at achieving strategic goals.

Regularly interfaced with executives and senior leadership to report on progress and governance.

Drove design and development of an integrated suite of systems for consistent customer experience across units.

Collected and analyzed customer satisfaction data using Six Sigma techniques to identify dissatisfaction areas.

Executed leadership role to plan and implement new business ventures, including mergers with Ameritech, SBC, Bell South, and AT&T.

Developed comprehensive business cases to justify capital expenditures while defining project scopes and requirements.

Evaluated systems and processes to identify best practices, determining modifications or eliminations based on cost and effectiveness.

Formulated plans to merge sales teams, processes, databases, and product lines into unified operating procedures, preserving revenue streams.

Drove design and development of a cohesive suite of sales systems to standardize seller experience across business units.

Collaborated with leadership to integrate multiple project plans into a unified vision for future operations.