Katina Carter
Philadelphia,PA
Summary
Accomplished leader with extensive expertise in product management and call center operations, specializing in eCommerce, billing systems, and sales and marketing. Demonstrated ability to work effectively across functional areas in matrixed environments spanning industries such as telecommunications, medical devices, and manufacturing. Proven track record of building consensus and fostering confidence throughout organizations, leveraging data to monitor improvements in efficiency and provide strategic recommendations. Willing to travel up to 10% as required by position.
Overview
25
25
years of professional experience
Work History
Manager, Product – Manage Energy Use
Exelon
08.2024 - Current
- Oversee the execution of the product roadmap and the prioritization of backlog items to support and enhance the product line. Drives customer and business outcomes, and advocates for appropriate funding to achieve customer strategy objectives. Works within an agile framework to deliver new features, supporting the iterative implementation of improved customer experiences at both program and utility-wide levels. Collaborates cross-functionally, understanding both technical and business requirements, including people and process considerations. Defines business value and tracks progress toward business goals.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed strategic plans to align departmental goals with organizational objectives.
- Implemented performance metrics to evaluate team productivity and service quality.
- Collaborated with stakeholders to develop innovative solutions addressing customer needs effectively.
Manager, Support Services – UAT, PMO & Change Management
PECO
12.2022 - 08.2024
- Oversee multiple customer service projects, ensuring high customer satisfaction while maintaining project budgets and scopes. Manages project prioritization and execution through collaboration with various business units, and partners with subject matter experts and IT. Serves as the lead support to the Customer Operations Leadership Team, managing and implementing strategic initiatives and process improvements. Defines strategic levers and initiatives to achieve a cohesive customer vision, leading a small team to identify and implement improvement opportunities.
- Promoted September 2023.
Sr. Technology Solutions Manager– Digital Product Management
T-Mobile
05.2022 - 12.2022
- Responsible for developing, implementing, and maintaining e-Channels. Duties include content development and updates, ensuring consistent branding and design, and analyzing metrics to support decision-making. Oversees ongoing strategy and measurement of eChannel performance and usability. Collaborates cross-functionally with IT and other departments, provides oversight to the eChannel Governance Committee, and coordinates meetings and guidance on policies and best practices. Trains other departments on content management systems and web best practices, supports projects impacting the corporate website, and manages personnel performance, offering coaching and developmental advice.
- Contract Position
Sr Manager, eCommerce Digital Platforms & Strategy
Comcast
09.2021 - 04.2022
- Execute digital merchandising strategy, partnering with third-party vendors supporting chat, popups, and toll-free numbers. Manages A/B testing to optimize digital merchandising vision and oversees the digital operations roadmap. Prioritizes content and UX requests for service and operational initiatives, ensuring all KPIs (acquisition, call reduction, tNPS, digital adoption) are met. Contributes to forums with operational and service stakeholders to identify improvement opportunities and collaborates with business intelligence, Go-To-Market, experience, quality, and platform teams to plan and execute optimization roadmaps.
- Contract Position
Senior Global Marketing Manager
Hillrom (now Baxter)
10.2020 - 07.2021
- Manages global product portfolios in thermometry and hearing screening, conducting quarterly business reviews and technical meetings. Leads product certification and vendor relationships with distributors and manufacturers. Incorporates feedback to support new connectivity projects and marketing programs across the continuum of care. Executes Go-to-Market strategies for new solutions, collaborates with global teams to define expansion opportunities, and engages with customers to understand value drivers and articulate product benefits.
Product Marketing Manager
D&W Diesel
09.2019 - 09.2020
- Leads production and quality teams in developing processes for remanufacturing and distributing Exhaust Aftertreatment products. Manages all aspects of the product line, including supplier relationships, sales, inventory, pricing, budget, and opportunities. Collaborates with sales and management on new product acquisitions to increase profitability through eCommerce, chat, and call center. Develops marketing materials, campaigns, and training seminars for customers and sales staff. Coordinates pricing, quoting, and bidding, directly impacting product margins by supporting sales reps with product knowledge and upsell opportunities. Defines and manages competitive positioning strategies.
Business Class Inside Sales Supervisor
Spectrum
07.2019 - 09.2019
- Managed a team of 11 high-performing inside sales associates, overseeing inside sales, eCommerce, and chat strategies. Responsible for interviewing, hiring, and coaching staff to exceed company goals. Tracked team KPIs and ensured compliance with processes and procedures. Developed and implemented management module strategies, utilizing reports for targeted customer approaches. Conducted team meetings and coaching sessions to review performance, and collaborated with support personnel and marketing teams at local, regional, and national levels.
Division Director
Special Counsel
02.2019 - 05.2019
- Hired and trained a team of attorney recruiters and legal staff, including eDiscovery support. Developed the team to provide high-quality attorney recruiting and placement services to AmLaw, regional, and boutique law firms across PA, NJ, and DE.
Senior Manager, Call Center Sales Strategy and Operations
Comcast
05.2001 - 03.2018
- Implemented company policies and procedures for data integrity and security. Managed strategic plans for performance metrics development, supporting future projects. Directed vendor partners and direct reports, established project controls, forecasts, and cash flow projections. Led call center operations for two centers, including oversight of outsourced vendor partners. Improved vendor sales close rate by 10% through effective communication and relationship management. Managed creative projects from concept to completion, overseeing outside vendors.
Senior Manager, Business Intelligence
Comcast
03.2010 - 03.2015
- Spearheaded Nexidia Speech Analytics deployment from inception to operational state. Performed competitor benchmarking and identified cost savings and product enhancements. Interviewed key business users for process and requirement gathering. Researched and resolved data flow integrity issues. Documented processes and analyzed procedures to meet evolving business needs. Assessed business process impacts and tracked efficiency improvements, developing metrics from company data and offering strategic recommendations. Conducted gap analysis to identify inefficiencies and recommended operational improvements.
Sr. Business Analyst
Comcast
02.2007 - 08.2010
- Monitored timelines and addressed potential issues in business service product deployments, including VOIP/Cloud services and PBX/Trunk Services. Analyzed departmental documents for distribution and filing, updating required materials. Developed executive presentations and reports for project evaluation and process improvement. Led project performance monitoring using tracking processes and collaborated cross-functionally to achieve goals.
Education
BS - Business Administration
Chestnut Hill College
Philadelphia, PAMini MBA - Mark Ritson
Marketing Week Mini MBA
Skills
- Customer Service
- Business Management
- Ecommerce
- Strategic Direction
- Product Management
- Project Management
- Interpersonal Skills
- Call Center Operations & Strategy
- Vendor Management
- Customer Experience
- Customer Success
- JIRA/Confluence
- Digital Analytics
- Digital Optimization
- People and Relationship Management
Timeline
Manager, Product – Manage Energy Use
Exelon
08.2024 - Current
Manager, Support Services – UAT, PMO & Change Management
PECO
12.2022 - 08.2024
Sr. Technology Solutions Manager– Digital Product Management
T-Mobile
05.2022 - 12.2022
Sr Manager, eCommerce Digital Platforms & Strategy
Comcast
09.2021 - 04.2022
Senior Global Marketing Manager
Hillrom (now Baxter)
10.2020 - 07.2021
Product Marketing Manager
D&W Diesel
09.2019 - 09.2020
Business Class Inside Sales Supervisor
Spectrum
07.2019 - 09.2019
Division Director
Special Counsel
02.2019 - 05.2019
Senior Manager, Business Intelligence
Comcast
03.2010 - 03.2015
Sr. Business Analyst
Comcast
02.2007 - 08.2010
Senior Manager, Call Center Sales Strategy and Operations
Comcast
05.2001 - 03.2018
BS - Business Administration
Chestnut Hill College
Mini MBA - Mark Ritson
Marketing Week Mini MBA