Joel Mesaros
Senior Strategy Leader
Columbus,OH
Summary
Dynamic sales and service leader with a proven ability to drive business growth through strategic relationship building and innovative problem-solving. Expertise in planning, implementing, and overseeing key initiatives that enhance operational efficiency and profitability. Strong advocate for collaboration, consistently fostering team environments that yield high-impact results. Committed to leveraging customer insights and strategic thinking to propel organizational success.
Overview
18
18
years of professional experience
Work History
Senior Manager Sales & Service Strategy
Verizon
05.2019 - Current
- Devised a competitive-benchmarking based late fee strategy, contributing to an estimated revenue increase of approximately $100M annually since Q3 23.
- Drove approximately 25 strategic initiatives supporting Customer Service and Retail through comprehensive external research and analytical insights, enhancing KPI such as retail revenue and retail customer additions.
- Created a retail pilot governance process, by developing operational standards and policies to guide the successful implementation of over 300 pilots annually.
- Devised a strategy and benchmarking 'Wikipedia' with over 1,000 entries for use by the Customer Service, Customer Experience, and Retail Sales strategy teams.
- Led a successful retail pilot for 30 stores refocusing energy on the CX experience, leading to approximately a 10% gain in customer additions compared to the pilot control group, and a 15% gain on the overall fleet.
Senior Customer Service Analyst
Verizon
01.2013 - 04.2014
- Designed a comprehensive call driver database in Sprinklr, to monitor social media VOC utilized by over 50 users. This was used to conduct root cause analysis of recurring issues leading to target process improvement and boosting customer first contact resolution by over 10%
- Delivered real-time customer insights for over 500 projects annually, benefiting, the Public Relations, Marketing, and Customer Service organizations.
- Acted in an advisory role to share best in class social media practices with more than a dozen companies to assist them in improving their Social Media customer service programs.
Senior Revenue Analyst
Verizon
01.2008 - 12.2012
- Developed Revenue Assurance audit procedures which enhanced the integrity of the billing system and reduced customer credits by over $.50 per customer per month.
- Implemented over a dozen programs to ensure precise revenue recognition, thereby boosting operational efficiency.
- Spearheaded data mapping initiatives of customer data for 35 billing conversions, guaranteeing seamless system transitions.
Education
Bachelor of Arts - Political Science
Ohio University
Athens, OHSkills
Collaborative strategic planning
Accomplishments
- Awarded more than 20 times for contributions to the Customer Service and Retail teams
- These awards symbolize a bias to action, a willingness to lead, and the capability to build successful relationships across the business.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Manager Sales & Service Strategy
Verizon
05.2019 - Current
Senior Customer Service Analyst
Verizon
01.2013 - 04.2014
Senior Revenue Analyst
Verizon
01.2008 - 12.2012
Bachelor of Arts - Political Science
Ohio University