Michael Jason Harrison

Responsibilities

• Identify expansion opportunities within existing client portfolio as well as potential new clients.
• Manage existing product portfolio as well as creation of new product offerings including product definitions and roadmaps, business requirements and launching new offerings in both internal and external sales distribution
• End to end ownership of key accounts including relationship management and sales execution
• Partner with External Affairs at both federal and state levels to ensure regulators and lawmakers are aware of and support current and future product roadmaps
• Lead company wide Diversity and Inclusion initiatives garnering senior leadership buy-in down to department level rollout
• Build and lead team of Senior Business Development, Product Management and Account Managers aimed at achieving company goals

Achievements

• Launched first 4G LTE vehicles in world as well as broadest global deployment to date
• Successfully negotiated and won General Motors connected vehicle business across Europe (Opal, Vauxhall)
• Re-signed key Insurance accounts including Allstate, GEICO and won Progressive business back from Verizon
• Identified, led negotiations and inked agreements with new strategic partners such as DreamWorks Studios, Accenture, Vodafone Group, Octo Telematics
• Panelist for various regulatory events in DC representing telecom perspective on Federal Highway Administration and Federal Department of Transportation's plan for autonomous driving

Responsibilities

• Lead operations team of seven Senior Managers to cultivate relationships with internal groups and current and potential partner organizations (Apple, Sony, Amazon, Tracfone, etc...)
• Executive business sponsor over cross-functional teams in support of all new product launches as well as post launch support and maintenance of customer base including product definition, product development, related IT releases, sales and customer care training/communications
• Owner of all internal and external fraud reduction initiatives for partner products
• Business owner of specialized NDAs governing performance and financial metrics of AT&T's partners
• Single point of contact for all PR initiatives related to partners including creation and approval of external and internal releases

Achievements

• Consistently earned one of highest employee satisfaction scores in company as well as top performance ratings in department
• Three time winner of prestigious "Customer Rules" award for going above and beyond for internal and external partners
• Successfully launched and managed industry firsts including five generations of iPhones, three generations of iPads, Apple's app store, Sony mobile gaming devices and Amazon tablets (over $32B in annual revenue and approximately 75% of all new adds for company annually)
• Creation of training materials for more than 90,000 reps, coordination of all communications company wide including partner approval for pre and post launch
• Reduced fraud in partner channels from over $100M annually to just over $10M
• Led operations teams supporting AT&T's reseller customer base of over 12M subscribers
  

Responsibilities

• Program lead for all post-sale service and support initiatives for launching world's first iPhone and subsequent connected Apple products
• Relationship management between Apple customer care and AT&T customer care groups advocating for Apple inside of AT&T and for AT&T inside of Apple
• Gatekeeper of all communication paths for post sale support and AppleCare warranty/service programs
• Product SME for Apple devices and offerings inside AT&T

Achievements

• Successfully led cross-functional teams inside AT&T and Apple to ideate, build and launch post sale support model for world's first iPhone and subsequent models
• Served as SME for training curriculum development for both companies for 60,000 AT&T reps as well as ~5,000 Apple reps

Responsibilities

• Manage annual capital budget for customer care during critical call center transition period (shutdown of small regional centers and opening of large national centers)
• Develop and maintain statistically accurate call volume forecasting models for Senior Leadership
• Create and manage new customer facing collateral product aimed at eliminating sticker shock, reducing call volume and improving overall customer experience in retail, over phone and online
• Serve as single point of contact into Customer Service for all sales distribution channels to create process and procedure alignment across all customer touchpoints
• Ideate and build weekly web based communication vehicle for dissemination of information and recognition from Senior Leadership to over 50,000 employees
  

Achievements

• Administered budget of $210M for national call center transition
• Built call volume prediction model with greater than 98% accuracy using regression analysis which was used by Senior Leadership
• Led cross functional team to design, build and deploy Customer Service Summary (CSS) across all customer touchpoints
• Hired team of managers to maintain and enhance CSS product for 80M customers
• Created Customer Service website for Senior Leadership to effectively communicate important messaging to entire org of over 50,000 employees

Responsibilities

• Manage up to 36 call reps supporting over 1M customers across four states
• Process design for new 1,800 seat call center supporting entire Central Region
• New manager onboarding for largest call center in company
  

Achievements

• Team provided wireless network support, billing issue resolution, incremental feature sales, general customer service to customer base while consistently maintaining 98% call accessibility
• Team was consistently in top three across center for feature sales and quality scores
• Led development of new credits and adjustments system for tracking monthly credits and adjustments issued to customers across entire base - reduced credits from $210M annually to approximately $12M

• Awarded National Science Foundation Fellowship 1995
• Awarded National Science Foundation Fellowship 1996
• Awarded Howard Hughes Fellowship 1996
• Awarded Howard Hughes Fellowship 1997
• Awarded Howard Hughes Fellowship 1998