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".

Amazon

Senior Quality Assurance Engineer

Duke Energy Corporation

Data Analyst

Comcast 

• Worked with Quality and Product teams of Xfinity Mobile to ensure quality of the next generation
wireless applications (Web and Mobile)
• Involved in creating the business solution with Senior Product Owners and Business Stakeholders
and understood the workflow, use cases and various features in Web/Mobile apps 
• Strong experience in Customer Relationship Management (CRM) (Salesforce), Product Catalog,
Point of Sales, Billing (AMDOCS, Catalyst, Guidewire Billing Center) and Order Fulfillment systems
(XPO, M6) in Telecom domain.
• Created the End-to-End testing workflows by understanding the road map of the new/existing
features and identified the different components of the microservices design and the dependencies
involved
• Analyzed business requirements, built test plan and test strategy and wrote test cases for
scenarios/features. Developed and maintained automation test scripts for In-Sprint and end to end
workflows
• Performed end to end test execution, REST API validation and mock data validation to identify
defects at early stages
• Handled defect management in defect triage meetings - Identified, log, and prioritize the issues
based on business and customer impact using tools like JIRA and Rally
• Performed root cause analysis of the issue by analyzing logs, performing data comparison to identify
the problems, and routing it to the right development team for the necessary fix
• Lead calls, co-ordinate war room discussions and provided necessary technical guidance to achieve
a temporary or permanent solution for the problem
• Monitored the application performance by closely observing the daily trends and spikes of the
various features or components using App dynamics (APM)
• Created metrics and reports for minor and major releases to stakeholders and higher management
• Played the role of an In-sprint test lead, handled offshore co-ordination for mobile team
• Organized the PI/sprint planning, grooming and retrospective meetings in Sprint iteration

Testing Analyst

Sogeti

•	Studied, Analyzed and Understood the POS system and the business flows regarding the chip & pin implementation.
•	Handled the implementation of xStore at different store levels with an hands on experience in configuration, migration and testing the POS components
•	Efficiently created and executed test cases/scenarios for various functionalities that were newly implemented
•	Performed Smoke testing, Functional testing, Regression testing at different Stores
•	Identified defects and logged issues over Quality Centre. Performed Root-Cause Analysis, discuss impacts and solutions with Clients
•	Performed defect retesting and provided status update on daily basis
•	Co-ordinated, assisted with Business Analysts and cross-functional teams – Oracle and FiPay/AJB for Certification regarding issue discussion and functionality testing
•	Configured Scanner and VeriFone devices for testing
•	Verified, analyzed back-end logs – FiPay and XStore logs and validated successful Credit/Debit card transactions
•	Involved in project sign off – Verified that the business requirements are met and checked onsite deployment at a SunGlass Hut store, Ohio

QA Consultant

IGATE

•	Engaged with client to gather Business Requirements and documented processess, workflows and testing requirements 
•	Worked with internal teams on application deployment and performed smoke testing
•	Drafted, maintained business requirements and aligned them with functional and technical requirements
•	Facilitated monthly meetings regarding issues/defects, evaluated related risks and provided  potential solutions
•	Created test plan and test case/scripts. Performed scenario-based testing, ad-hoc testing, functional testing, regression testing, smoke and UAT testing at various phases in testing lifecycle
•	Performed responsibilities such as story point estimation, task assignments to resources in Agile methodology and continuous verification of the project scope
•	Performed various analysis techniques and responsible for preparing burn-down charts, big-visible charts, metrics and provided reports on QA team’s progress
•	Responsibilities also included development, execution of test scripts for new and modified features and functionalities and handled issue tracking using JIRA
•	Extensively worked in agile environment – Performing SCRUM meeting, sprint planning, retrospective meetings and reviews for continuous improvement.
•	Worked closely with cross-functional teams, clients and project managers in analyzing functional requirements and provided inputs to the right team for defect resolutions 
•	Recommended new testing approaches and models to ensure continuous improvement in quality
•	Strong experience in Data Analysis - data identification and comparison from various data sources 
•	Created test automation scripts for Firefox browser using Selenium IDE
•	Ensured application-under-test complies with testing standards and guidelines

Senior Engineer

•	Analyzed software requirement specification documents and converted them to functional requirements
•	Performed Mobile testing on real time devices (Android and iOS devices)
•	Resolved technology problems and implemented the environment setup for iOS devices
•	Involved in creation and execution of test scripts
•	Performed back-end Testing in Oracle database using SQL and PL SQL to ensure data integrity and create data mapping documents
•	Performed XML web services testing using SOAP protocol 
•	Performed API testing in XML Web Services using WSDL and validated the output XML using different assertions on various source properties 
•	Experience with keyword driven and data driven Framework 
•	Identified areas of automation in application and provided various ideas of innovation that were considered for future enhancements
•	Identify risks and issues, performed root cause analysis and provide solutions/recommendations to the respective team

Software Engineer 

	Dedicated, self-motivated and optimistic person with 7 years of experience always looking to maximize the value of the product in terms of customer experience and Quality. Partner with developers, designers, marketing, and SCRUM teams to iteratively deliver value to our users.

Working with a ‘can-do’ attitude and a customer-first philosophy, I possess great skills,  right from building product roadmaps, setting priorities to ensuring the product is built with high quality before released to the end-users.

Highly effective in collaborating and communicating within a complex cross-functional 
Agile ecosystem. Leveraging strong background in quality, and development I have broader mindset to understand and maintain balance between the SCRUM team and ensure to keep customers happy.

	Strong business development professional with a Masters degree in Information Technology and Management at IIT,Chicago, I graduated as a topper (4/4 GPA), graded ‘DISTINCTION‘ and possess wide variety of skills from various coursework I pursued.


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