John W. Adams
Manager Growth Strategy
Staten Island,NY
Summary
Experienced with strategic leadership, guiding organizations towards their mission and vision. Utilizes collaborative approaches to engage board members and stakeholders effectively. Knowledge of governance, financial oversight, and risk management ensures robust organizational health.
Overview
31
31
years of professional experience
Work History
Manager Customer Retention Growth Strategy
Optimum
LIC, NY
02.2022 - 07.2025
- Design, implement, and optimize strategies to reduce customer churn by 6%
- Identify churn triggers through data analysis and customer feedback
- Reduced offer profile and streamlined offers to match 6 customer segments
- Partner with Customer Care and Sales to improve customer satisfaction by 2.2% and resolve pain points
- Develop segmentation strategies to address retention at different lifecycle stages
Board President
Lake Adventure Community Association
Milford , PA
05.2014 - Current
- Developed, implemented, and achieved overall operations and financial goals of the organization
- Built and maintained cordial professional relationships with Board members and vendors
- Facilitated and managed capital projects up to 1.5M and maintained project management plans
3PL Operations Administrator (Seasonal)
Uncommon Goods
07.2021 - 12.2021
- Monitor warehouse fulfillment center 3PL (logistics) in Brooklyn, Reno, and Nashville
- Manage multiple vendor shipments, lead inventory transactional control and integrity efforts
- Report quality issues, research inventory discrepancies, and audits to our 3PL partners
Customer Success Architect Consultant
Uncommon Goods
Brooklyn, NY
09.2020 - 06.2021
- Reviewed the entire operation from hiring/training, processes, SOPs, and technology with a focus to improve SLA attainment, CSAT and financial results
- Recommended how Customer Service can be a stronger advocate for customers by introducing customer contact standards and observation calibration sessions for all supervisors
- Used GTM strategy when incorporating tech rollouts using SaaS in the customer service department
- Proposed multiple ways to reduce costs by using AI to communicate with customers reducing contacts
- Prioritized the sales offering of the Uncommon Perks program to increase revenue
Sr. Marketing Manager Events and Sponsorships
Verizon
Brooklyn, NY
03.2017 - 03.2019
- Developed and implemented the Northeast Regional Marketing project plan for events, business partnerships and local sponsorships to showcase Verizon Fios overseeing 280 events per year
- Managed 2 alternate sales team and marketing vendor, Marketing Werks, for event execution
- Managed MetLife Jets/Giants, Live Nation at Jones Beach, and NY Islanders at Barclays sponsorships
- Fostered relationship with Marvel to acquire the Iron Man suit for marketing during the annual Auto Show at the Jacob Javits center
Account Manager
Verizon
03.2013 - 03.2017
- Managed plan for new Fios fiber optic network created properties in multiple Brooklyn wire centers
- Partner with Offer Team to create offer incentives relevant to area’s consumer segment
- Managed alternate sales vendor teams from multiple agencies
- Organized engineer and fiber installation teams to create site survey and network create plan
Go To Market Team Manager
Verizon
07.2009 - 02.2013
- Managed team of marketing specialists to organize new product/initiative rollouts
- Utilized project management discipline for planning launch day, as well as post launch activities including after action reviews, feedback, and analyzation of results
Go To Market Retention Specialist
Verizon
11.2008 - 06.2009
- Developed retention offer strategies, playbook offers, and training for the consumer centers
- Held train the trainer sessions for all consumer solution centers in the Northeast area
Sales Assurance Support Specialist
Verizon
02.2007 - 10.2008
- Created training and held Train the Trainer (TTT) sessions to the National team in VZ Footprint
- Issues Management liaison working with IT to eliminate technical issues with the LEC Retain tool
- Led team in creating Retention Offers in the Lec Retain tool, solicited feedback, and monitored results
- Managed Call Center Revitalization project plan in the continental United States in the Verizon footprint
Call Center Manager
Verizon
12.2004 - 01.2007
- Manage team of 12 management employees who oversaw 150 representatives including union delegates
- Managed and coached team to exceed goals for all call center workforce metrics including KPI’s, SLAs for Average Hold Time (AHT), First Call Resolution (FCR), Service Level, Adherence, Average Speed to Answer (ASA) and all related call center metrics including sales
- Strong MS Excel & Office suite skills
Team Leader Supervisor
Verizon
07.1998 - 11.2004
- Supervised 25 representatives in a fast-paced inbound call center
- Oversee team sales for telephony products/features, ISDN, DSL, and ISP services
- Coached representatives using SLA metrics as our guiding principles
- Managed union/management grievance sessions with CWA 1105
- Liaison to Verizon Legal to testify in small claims court
Customer Service Representative
Verizon
10.1994 - 06.1998
- Incoming call center representative for residential/business customers
- Processed orders, resolved billing issues, and specialized in escalation resolution
Education
Business Administration -
St. Francis College
Brooklyn, NYSkills
Candidate assessment and orientation
Effective public speaking
Strategic planning
Cooperative work style
Stakeholder engagement
Proficient in coordinating discussions
Experienced with MS Office tools
Accomplishments
- Collaborated with team of 16 in the development of the new EQ Tank project (1.3M).
- Used Microsoft Excel to develop project tracking spreadsheets.
Timeline
Manager Customer Retention Growth Strategy
Optimum
02.2022 - 07.2025
3PL Operations Administrator (Seasonal)
Uncommon Goods
07.2021 - 12.2021
Customer Success Architect Consultant
Uncommon Goods
09.2020 - 06.2021
Sr. Marketing Manager Events and Sponsorships
Verizon
03.2017 - 03.2019
Board President
Lake Adventure Community Association
05.2014 - Current
Account Manager
Verizon
03.2013 - 03.2017
Go To Market Team Manager
Verizon
07.2009 - 02.2013
Go To Market Retention Specialist
Verizon
11.2008 - 06.2009
Sales Assurance Support Specialist
Verizon
02.2007 - 10.2008
Call Center Manager
Verizon
12.2004 - 01.2007
Team Leader Supervisor
Verizon
07.1998 - 11.2004
Customer Service Representative
Verizon
10.1994 - 06.1998
Business Administration -
St. Francis College
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