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".

EXCELbr

Customer Service and COMEX Manager

Dover Fueling Solutions

Led SS / CX team responsible for the Best Experience to Customers (end users), Domestic Sales Reps, Distributors presented in + 20 countries and the Commercial Leaders within business scope started from Sales Negotiation to Post-Sales, including NPS – Customers’ Survey.
• Led process mapping with strategic players (Commercial, Production Planning, and Customers) to define customers` journey and KPI
• Monitored Funnel Mgmt (pre-booking to ship workflow) with more than 300 sales orders per month (revenue above US$10 million) for domestic and exporting customers. 
• Managed strategic activities to convert pre-booking in backlog , obtaining significant performance in sales order cycle length, from 24 to 7 days average, and increase in monthly sales revenue 
• Monitored in a daily basis KPIs with CS / CX team to ensure customers’ satisfaction, indicators within defined SLA (cycle time – 7 days) and opportunities.
• Conducted weekly mtg with leadership team (domestic and exporting) to report sales orders status, pre-booking (sales funnel evaluation), and perspective for the 4 weeks ahead in terms of order entry, production planning and sales recognition.
• Led SS, CX, Trade Compliance, Sales Revenue Recognition., and Int`l Log. training sections with different people (from CS, CX, FP&A, Sales, MKT, and Operation) to ensure ownership and understanding about customers’ journey, business performance and imp. opportunities. 
• Led and reorganized abroad customers’ support in terms of LC validation, shipping details, incoterm definition, customers and countries’ reqs including pre-shipment inspections and exporting docs. issuing. 
•	Supported internal and external auditing processes as high contributor reporting evidence from CS , Foreign Trade documents, and Trade Compliance (sales revenue recognition based on SOX policy), status of management systems and obtaining “satisfactory result” in 100% of the activities that I was involved. 
•	Led LATAM NPS and Customers’ Survey 2022

Sales Support / Customer Experience Manager

Led the Sales Support and Foreign Trade activities valuing the business premise (cycle time, cost reduction, customs’ clearance within defined period and budget - sales orders attended on time).

•	All activities related to Sales Support.
•	Led process mapping that optimized import orders cycle time to less 30% compared to the previous journey. Managed re-organizational structure of Sales Support and Foreign Trade Teams improving communication flow, reducing unproductive meetings in 45%, and increasing sales order cycle time and sales revenue.

Sales Support and Import & Export Manager

Led new product internalization, proof of concept, established and monitored strategic processes to attend Latin America business cases.

•	Provided regular status updates to steering committees, stakeholders, and executive leadership. 
•	Managed Logistics activities to ensure programs timeline. 
•	Developed comprehensive monitoring of risks, issues, dependencies, contingency plans, and resources to remove road blockers.
•	Managed Program Scope Change, documentation, and Compliance checklist.
•	Designed and maintained relationships with Latin America Commercial team to obtain high level of customers’ satisfaction within business scope - quote to cash process.
•	Coordinated Proof of Concept activities.
•	Coordinated the implementation of the automation assembly line from São Paulo to Rio de Janeiro industrial plant.
•	Led a business trip to Argentina in 2017, along with two Technicians, to attend customer’s requirement (as part of a commercial project).

Program Manager

Wayne, A GE Energy Business

Led Domestic and Exporting Commercial Operation including Customers’ Support.

•	All activities related to Customer Support and Foreign Trade management. 
•	Nominated Oracle (Order Management Module) and Ecomex Business Process Owner (BPO) and successfully implemented the systems in 2011.
•	Nominated Trade Compliance contact point for Latin America and represented the business unit in global meetings in Skelmersdale (UK) and Austin (USA).
•	GE awarded for hard work in the preparation and support of the ExpoPostos 2019 trade show. 
•	GE awarded for excellent service provided to our valuable customers in 2012.
•	GE awarded for excellent customer focus in 2011.

Customer Service Manager

Dresser Wayne

All activities related to customer support and foreign trade supervision.

Exporting Supervisor

All activities related to customer support and foreign trade.

Import & Export Sales Analyst

Instituto Brasileiro de Difusão Social (FIOCRUZ)

Information Logistics Technician I

Despacho Carvajal y Colegiados

Provided marketing research to identify potential customers. Issued auditing proposals and provided daily follow up. Attended external auditing activities into Costa Rica Central Bank assets.

Marketing Assistant & External Audit Assistant

Alóes Indústria e Comércio Ltda

Foreign Trade Analyst

Laboratórios B. Braun SA

Foreign Trade Analyst 

•	Senior Manager with more than 15 years of solid experience in Customer Success, Commercial Operation, Sales Support and Foreign Trade at national and multinational companies.
•	Leadership based on Human Capital, Customer Centric, Results, Lean Thinking & Agile Method, and Compliance.
•	International experience leading and participating in Global Projects (in person) in countries, such as Brazil, Argentina, USA, England, and Sweden. Global Core Team Member.
•	Clear view of multitasking business through activities at worldwide companies in Brazil, Latin America, Africa, Middle East, and Asia.
•	Problem solver in B2B and B2C environments.
•	Good team spirit, easy to get along with, leading global and cross functional positive impacts. 
•	Graduated in Business Administration, Post Graduated in Global Marketing & Teaching Techniques, Logistics, Planning, Implementation, and Management of Distance Learning. Portuguese – Native, English – Fluent, and Spanish – Advanced.

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Mark Levy

Leonardo Souza

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