Resume of Stephen K. Davis

WORK EXPERIENCE

Created DX-focused customer journeys for Lumen's Edge Compute, Managed Services, and Security products.
Facilitated research and discovery studies to validate customer journeys and test UI wireframes (UserTesting.com).
Partnered with various stakeholders to champion DX best-practices and innovations.

Led the strategy and Agile development activities for "3" different product domains.
Managed a mobile fleet of ~150k devices (e.g. smartphones, tablets, etc.).
Created proof-of-concepts and led pilots to test new mobile apps and introductions of new mobility devices to 1,700+ retail locations.
Led all Scrum ceremonies for product domains. Sessions included refinement, sprint planning, BRP/PI planning, etc.
Sales and technical point of contact for Zebra and Samsung Mobility.

Created the digital-channel vision and execution strategy for Windstream Enterprise's portals.
Launched the first Live Chat and Chat Bot service to Windstream Enterprise customers.
Developed a portal analytics program and conducted various A/B experiments to measure the performance of proposed and completed changes.
Created user migration strategies to consolidate legacy portals. This included portal messaging, customer interviews, and post-conversion activities.
Sales and technical point of contact for LivePerson and Pendo.

Managed VoC platform (Medallia).
Created target-state and designed future-state customer journey maps.
Identified CX gaps based on rNPS, tNPS, and customer interviews to champion CX projects and introduce CX innovations.
Re-launched Windstream's Elite CX program. The Elite program is a premium end-to-end lifecycle experience for strategic and high-value customers.

Led a team of 13 network analysts responsible for monitoring customer facing data circuits and proactive alerts via outbound calls and emails.
Created a contact center event management program to coordinate and standardize workflows during network outages.
VoC SME for repair center. Activities included tNPS trending and root-cause analysis.

Led a team of 6 business analysts responsible for all reporting of KPIs for the Network Operations Center (NOC).
Coordinated and tracked weather events (Tropical or Winter) for NOC and field operations.
Established a KPI web-interface to trend and track the performance of the Windstream NOC.
Admin for NOC's Mitel ACD call-flow and IVR structure.

Led a team of 15 network analysts responsible for montioring the voice, data, transport, and power/environmental performance of Windstream's network.
High level understanding of TDM voice switches, data core routers and switches, fiber optic equipment, and central office power and environmental equipment.
Understanding of large-scale network monitoring tools such as Netcool, HP OVO, Monolith, and TMON.