Mark Levy

Frontier Communications

Vice President, Customer Experience

MaxxoMedia

Publisher of the DCX Newsletter and Podcast- DCX brings you the latest in analysis, commentary, original reporting, and curated links about digital customer experience news, tools, trends, and reports.

Publisher - DCX Newsletter and Podcast

Author/Publisher of 365 Days of Accountability, 365 Days of Accountability Journal, 365 Days Daily Challenge Tests, and the Accountability Team Handbook

Author/Publisher

DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders

Executive Coach

DCX consultant - CX strategy, digital transformation, execution, go to market advisor, business development

CX Management Consultant

Comcast

Directed strategy, design, and delivery of omni-channel sales and consumer self-service experiences across web, mobile app, chatbot, IVR, messaging, and on-box, driving increased digital sales and self-service transactions, reduced agent interactions, and increased NPS. Led team of three direct reports and 20+ team experience managers. Directed cross-functional relationship management with technology, marketing, design, product, sales, call center and tech operations, business intelligence and analytics, legal, and finance in support of experience team productivity.

Vice President, Digital Experiences 

Led transformation of Xfinity consumer account management and support experience across web and mobile apps. Developed convergence plan across all Xfinity lines of business to streamline experience and reduce number of sites and applications that customers needed to navigate. Led team of two direct reports as well as team of 20+ experience managers.

Vice President, Consumer Experience

Established new department and disciplines for Xfinity Mobile enabling delivery of superior customer and agent experiences, reducing operational costs guided by data, analytics, and insights. Defined strategy, vision, goals, operating model, and organization structure. Directed day-to-day CX and operations across all customer journeys and rapid response to mission-critical business issues and elevations. Developed people, processes, and technology required to quantify top CX and operational issues across XM and build framework for CX data gathering, analysis, and reporting. Oversaw new feature experience testing for release readiness with subset of participants and agents prior to roll-out to full customer/agent base. Administered customer and agent journey experience testing and analysis. Led team of four direct reports and ten team members.

VP, CX Delivery and Operations

Led customer experience team for consumer digital support via web and mobile app and agent experience team focused on agent tools for retail and call centers. Defined customer experience across all consumer touch points. Managed team of five direct reports.

XFINITY Mobile combines America's largest and most reliable 4G LTE network with our existing WiFi network to give our customers a better experience, and make wireless data more affordable. Up to 5 lines can be included with XFINITY Internet service at no additional charge, and there are no monthly line access fees or charges for unlimited nationwide talk or text. Customers will only pay for their devices and cellular data.

Senior Director, Product Management and CX

Citizen, Inc.

Led strategy and product development engagements for telecom and automotive clients including 
•	Comcast - Led team of 60 strategists, designers and developers to define and deliver the MyAccount and Support experience on web and apps for Xfinity Mobile.
•	AT&T – Executive advisor on product and go to market strategies for Connected Home, IP Communications, Connected Car, messaging, content publishing and tablet applications.
•	CDK/ADP Dealer Services – Account lead on multiple digital strategy initiatives including connected car, technology platform architecture and global data ecosystem transformation.

Senior Strategy Consultant 

Founder of boutique digital business strategy consultancy. Working with multi-national technology, telecommunications, media, and entertainment companies as well as emerging digital media start-ups. Providing services such as customer experience and digital transformation, strategic business planning and development, rights acquisition, new business and new market development, product development and distribution, introductions to key executives, and investment/market due diligence.

Clients include: Citizen, AT&T, Nokia, OVI, Evergig, Jaguar Land Rover, Cricket Wireless, CDK Global (formerly ADP Dealer Services), Alcatel-Lucent, Audiosocket, Moderati, Urban Planet Mobile, Jacked, Jivox, Vivendi, GameWorks, Funmobility, Viralheat, Alerts.com, MangoSpring, Hughes Telematics, Motricity, Starfish Television Network, Varitalk, Smilebox, Openview Partners, The Algonquin Group

Viralheat

Viralheat was a simple and an affordable way for brands, agencies, marketers and content producers to monitor content and engagement on the Web and across social networks.

Users could identify key trends, sentiment, understand community engagement, influencers and perform competitive analysis, with an emphasis on anticipating future actions and results. Founded in January 2009 by Rajeev Kadam and Vishal Sankhla, Viralheat was built with fanatical focus on scalability and speedy data analysis at disruptively low costs.

In June of 2011, Viralheat raised $4.25 Million from Mayfield Fund - http://www.prweb.com/releases/2011/6/prweb8605307.htm

In March of 2015, Cision acquired Viralheat 
http://globenewswire.com/news-release/2015/03/23/717852/10125949/en/Cision-Acquires-Viralheat-to-Provide-the-Industry-s-Most-Comprehensive-Social-Suite.html

Advisory Board Member

The eForum

eForum (formerly The MIT Enterprise Forum) builds connections to technology entrepreneurs and to the communities in which they reside.

MITEF produces a series of educational programs about entrepreneurship through a network of 28 worldwide chapters. Anyone interested in or involved with technology entrepreneurship is welcome to participate and join together to form the Enterprise Forum community. MIT Enterprise Forum is a global voice of entrepreneurship. It collaborates with hundreds of corporate and education organizations that connect technology entrepreneurs with resources which makes the commercialization of technology faster and easier.

Vice Chair 2011-2012
Programs Chair 2009-2011
Programs Vice Chair 2008-2009
www.mitwa.org

Vice Chair

UrbanWorld Wireless

UrbanWorld Wireless is one of the world’s premiere providers of digital entertainment services. UWW develops, markets and provides digital content and services including music, wallpapers, games and data services, all available directly for mobile devices.  

Headquartered in Los Angeles, CA, UrbanWorld Wireless is the first digital company dedicated to serving the urban youth market. The company boasts more than 2 million ringtones sold and features a roster consisting of David Banner, 3-6 Mafia, among others.  

As a leader in mobile marketing solutions, the company has worked with clients such as Jay-Z, Snoop Dogg, Chingy, Ja Rule and the Beastie Boys.  UWW is at the forefront of integrating wireless technology and the hip-hop lifestyle.

www.urbanworldwireless.com

AllAccess.com

Columnist covering a broad range of topics within the digital media landscape for leading online daily source of news, new music, artist information, radio programming tips, show prep, and related music and radio links.

www.allaccess.com

Digital Media Columnist

Corbis

Established and led first dedicated global operation focused on mobile device opportunities for Corbis, the world’s preeminent visual solutions provider, formerly privately owned by Bill Gates (now part of Getty Images). Developed global business strategy and hired key management team personnel. Executed brand licenses, content development plans, and direct distribution agreements with major US carriers and international sub distributors and licensees.

Vice President/General Manager Mobile Devices

Open to new connections (please, no pitching in requests). Also, I'm not interested in virtual assistants, franchises, appointment-setting, coaching services for coaches, web design, or financial management services. Thanks!
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My mission is to inspire, educate, and coach people and teams to achieve their goals and create positive impacts for their customers.

As an executive, coach, and consultant with over 25 years of experience in digital and customer experience, I help customer-obsessed business leaders reach their full potential and deliver exceptional results. 

Currently, I am the Vice President of Customer Experience at Frontier Communications, where I lead the strategy and execution of CX initiatives across the organization. 

I also founded and publish the DCX Newsletter and Podcast, which is a weekly source of insights, trends, and best practices for CX professionals and enthusiasts. 

Additionally, I authored several books and resources on accountability, motivation, and personal growth, including the "365 Days of Accountability Journal" and the "Accountability Team Handbook".

Growth Partners Arizona

Provide strategic direction and entrepreneurial leadership to assist in scaling loan programs across the state of Arizona. Attract capital through federal, state, and local funding sources, including grants, investors, and other partners. Lend to qualified nonprofit and small for-profit borrowers that create jobs and leverage economic opportunities to improve the lives of those in distressed communities. Maintain and implement the strategic plan developed in collaboration with the board of directors to advance GPAZ’s mission and objectives and to promote revenue, profitability, impact and growth as an organization.

Executive Director

Opemia Consulting

Manage the overall operations and resources of Opemia Consulting. Responsible for developing high quality business strategies ensuring consistent alignment with short-term and long-term organizational objectives. Overseeing all operations and business activities to ensure they produce the desired results and are consistent with our overall strategy and mission. Partner effectively with Opemia Consulting staff to ensure we are managing contracts, operating within budget, and upholding our core values.

Founder/Owner

SBA Thrive

As an SBA T.H.R.I.V.E Business Coach, I provide mentoring, support, and advisory council to participating business owners throughout the duration of the program, as they complete their 3-year strategic growth plans.

Business Coach 

OUR VILLAGE UNITED INC

Develop and maintain programs that are community-oriented and focused on scaling. Provide a platform that enhances OVU’s ability to transform the non-profit sector. Create strategic plans and implementation of strategies that align with OVU’s goals, objectives, and mandate; curate policies and workflows that effectively manage and optimize the Company’s ability to perform and sustain growth; Provide managerial and planning skills that embody our mission, vision, and engage leadership, staff members, and the community with intention.

Oversee the heads of each department including marketing, fundraising, program development, HR management, and accounting. Lead fundraising efforts and work with program development managers to set standards for serving the organization's targeted needs groups.

Assistant Director

Entrepreneur Media

Entrepreneur Leadership Network Contributor

Responsible for planning and developing strategies in accordance with corporate goals for customer service function and analyzes operations. Provides strategic leadership and support of Performance Management Platforms and ecosystems. Prepares and controls operating budget for customer service function and controls cost to help attain profit objectives. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development and introduce innovative strategies to drive organizational performance.

Sr. Manager, Performance Management & Platform Strategy

Collaborate with Comcast’s National, Divisional, and Regional leadership teams to develop, coordinate, and implement world class practices relating to leadership effectiveness, performance management strategies and sales processes.

Development & Engagement Manager

Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Leads development of strategy and deployment in the areas of quality and performance management tools, end user reporting and analytics, and integration and sustainment of quality & coaching programs into Comcast culture.

Manager Business Process Effectiveness, National Operations

Managed the development and execution of learning curriculum, programs, and processes which support business objectives through growth and performance improvement. Implemented and supported the goals of the business by working closely with Curriculum Development and Communications teams to ensure consistent delivery of materials needed to identify business needs and opportunity for improving both business and individual performance.

Learning & Development Manager, National Center of Excellence

Notable Accomplishments

Co-Created and Piloted a Trainer Development Program that aligned development to professional competencies.

Successfully completed Retention New Hire Ramp supporting the on-boarding of 200 Employees and completing 14 Retention New Hire classes in 6 months leveraging trainer resources from across the Division.

Improved operational efficiency by adding six additional certifications to training team in the first year as Regional Manager which allowed team to provide a blended training plan consisting of New Hire and Incumbent training.

Improved and strengthened regional relationships with business partners by holding Quarterly State of The Team Meetings that highlighted business impacts using Kirkpatrick’s Four Levels of Training Evaluation.

Duties

Responsible for managing the development and execution of learning curriculum, programs, and processes which support business objectives through growth and performance improvement. Leads instructors in the delivery of courseware and programs inside and outside of the classroom to support the learning of new knowledge and skills. Managed a team of exempt and non-exempt employees. Provided subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies; assists in development and meeting of departmental budget. Provide developmental support to a team of trainers that would shift their thinking and performance to a team of leaders and consultants.

Regional Learning & Development Manager

Notable Accomplishments:

Implemented and managed a Transitional Learning Plan to improve the transition of classes between Regional Trainers which resulted in improved operational communication and business outcomes. 

Led and presented first ROI Impact story at the Retention Service Center in Jackson, MS to measure New Hire outcomes

Implemented, and managed Quarterly Connections with Key Stakeholders to facilitate solutions to improve partnerships and  New Hire productivity.

Duties:

Facilitate the learning of New Hire Training content to improve employee performance. Manage the classroom environment while creating safe and engaging training sessions to aid learners in meeting career goals. Operate as a liaison between trainers and operational leaders to ensure accurate and consistent communication of market changes and procedural compliance. Ensure workforce productivity is consistent with local market specifications through new hire and incumbent trainings.

Care/Sales Training Specialist

Notable Accomplishments: 

Coached low performing team to lead call center metrics in Line of Business upgrades and Retention Sales Metrics.

Recognized as a top performing Supervisor by local management team.
 
Managed and supported the delivery of local market procedural changes and updates

Duties:

Administered performance management by diagnosing improvement opportunities and providing effective feedback to agents that would assist in achieving Key Performance Indicator goals. Utilized call center statistics to measure and improve staff performance through coaching and development.  Managed and maintained workforce readiness through system reporting, agent schedule accuracy, and compliance to call center policies and procedures. Consistently reached sales goals and exceeded customer satisfaction quota on a monthly basis

Retention Customer Service Supervisor

Notable Accomplishments:

Created and supported the roll out of a Regional Process to improve revenue assurance and customer satisfaction

Recognized as first OneComcast Blast Best Service & Recovery Experience (BSRE) Champion 

Elected to be the Subject Matter Expert for New Hire training and was responsible for facilitating local market procedures

Duties: 

Assisted customers and resolved customer complaints/concerns through active listening and customer engagement. Provided billing and technical support to Comcast customers. Consistently reached and exceeded sales metrics. Demonstrated key skills needed to obtain key information to resolve complex service issues and provide solutions to address customer needs.

Customer Service Associate

Andre T. Whittington is a visionary executive, U.S. Army Veteran, and award-winning strategist advancing inclusive economic growth across Arizona and beyond. Over the past five years, he has driven more than $25 million in capital to underserved communities—an achievement that spans his consulting, corporate, and current executive leadership roles.

As Executive Director of Growth Partners Arizona (GPAz) and Co-Chair of the Arizona CDFI Network, Andre has launched statewide financial education platforms, built innovative lending models rooted in equity, and expanded access to capital through bold, systems-level solutions. His work has positioned GPAz as a statewide leader in inclusive finance, with initiatives such as GrowthHUUB, Arizona’s first character-based loan offerings, and environmental lending programs.

In recognition of his leadership, Andre was appointed by Governor Katie Hobbs to serve on the Board of Directors for the Arizona Finance Authority, the Arizona Industrial Development Authority, and the Greater Arizona Development Authority, where he contributes to shaping policy and advancing statewide economic development initiatives.

Andre is also the founder and CEO of Opemia Consulting, a nationally recognized veteran-owned firm that has secured over $1.1 million in contracts. His firm has provided equity-centered strategies and capacity-building services to small businesses, nonprofits, and ecosystem partners nationwide.

Guided by his faith and rooted in service, Andre’s leadership philosophy centers on legacy-building, financial stewardship, and empowering systems that create generational opportunity. He continues to be a catalyst for transformation—mobilizing resources, reshaping structures, and advancing a vision of prosperity that is both inclusive and enduring.

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Mark Levy

Andre Whittington

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