SYLVIA WORK

Sr. Product Manager UCaaS ideating and executing go-to-market strategy for Zoom products and services. Work with various organizations to engage market programs for specific segments and revenue opportunities. Support cross-functional teams across the organization articulating value and positioning of our Lumen and Zoom services to sales teams and other stakeholders. Day to day support Lumen Solutions for Zoom products, Lumen Enablement Services including positioning, product features, sales tools, investigate and review customer account issues. Respond to internal requests for sales tools, how-to's, and other relative product information impacting sales funnels. Participate in Scrum IT calls on product enhancements, developments and product workflow working thru prioritizations and applying subject matter expertise for Zoom Phone, Zoom Meetings, Zoom Contact Center, Lumen Enablement Services and Lumen ordering.

Promoted to ensure profitability and operational excellence for business and consumer telecommunications products including voice and associated features across the east coast and Texas with total revenues of $4.5 billion annually.
Plan and execute marketing initiatives, sales training and documentation, customer communications, regulatory compliance, billing issues, rate increases, promotions and product quality assurance in partnership with middle management teams including Customer Service, Sales Support, Branch Managers, State Regulatory Liaisons, Billing Project Coordinators, and IT Developers.
Developed and reviewed business case requirements and business analysis for return of investment or other value.
Developed and refined user stories for Lean and Agile development Key Projects & Accomplishments.
Led a multi divisional team through product rationalization of telecom catalog of more than 50,000 business and consumer line product codes dating back 50 years to a condensed version of products for reduction of development hours in future IT projects.
Created SharePoint databases to allow domestic and international teams to review and contribute project deliverables, project content and key responsibilities.
Developed a product database outside of IT with relational data for product and marketing teams and quick lookup links to regulatory information for expedient customer resolutions.
Developed the process and executed the design of an ecommerce platform managing sales and service of virtual prepaid calling cards, activating and reloading value for Asian Pacific customers, providing live voice in-language translations.
Managed various aspects of customer service and operations modeling and vendor management ensuring profitability of a $78 million-dollar contract, saving $20 million dollars over a five-year period.
Turned around five-year trend of negative sales and declining revenues for an older product to achieve 2.6% growth in one year through improved internal collaboration with new sales training methodology and enhanced sales efforts.

Promoted to lead strategic sourcing efforts to support scalable growth in
network infrastructure as required by major customer agreements with
total revenue value of $100 million per year.
Identified and evaluated providers using emergent technologies, reviewing
all market software and network vendors, including contract negotiations,
supplier relations, and market competitive analysis.
Managed research and development of over 20 business cases,
collaborating extensively with internal and external stakeholders
Developed and distributed requests for information, request for proposals,
statement of work, non-disclosure agreements, and vendor work
performance contracts.

Recruited, trained, and motivated a staff of 16 in Sales Support Operations for an $80 million business unit.

Improved cost-effectiveness and efficiency of all sales support functions, including order entry, shipping, materials management, fraud, database management, customer service, billing, collections, budgeting, system implementation, channel management, merchandising and promotions.

Increased productivity of fulfillment operations by 30%.

Cultivated and managed 12 key vendor relationships.

Continually researched competitive sources, requested RFPs and renegotiated contracts, reducing costs by 30%.

Created and implemented credit card fraud procedures for calling card program that reduced bad debt by 90%.

Developed and executed an effective retailer fact sheet / direct mail campaign for over 12,000 retailers to effectively communicate important features and benefits of special sales promotions, reducing retailer and end-customer inquiries and complaints

Initiated an outbound marketing campaign to proactively resolve quality and collection issues for targeted accounts, ensuring customer retention and boosting sales in a competitive marketplace.