James Dodd

About James Dodd

At Frontier Communications, my expertise in Marketing Communications and Customer…

Experience

1. Manager, Mdu Operations

   Frontier Internet

   Apr 2016 — Present

   Sr. Manager, Multifamily Customer Experience, Frontier Communications - Tampa, FL. April 2016 to Present. Established, built and currently lead a team that supports a $150MM line of business. Drive overall strategy and processes to ensure successful onboarding of key multi-family (MDU) clients, creating a compelling customer touch-points and experiences, ultimately reinforcing new corporate positioning and driving long-term revenue and loyalty- Grew overall segment, NPS scores and revenue by over 30% through creation of meaningful touchpoints and communications, and simplified issue resolution- Created processes through cross-functional leadership that reduced escalations 80% in first 2 years and a reduction in average resolution time of 28%- Onboarded largest contracted community, as well as Frontier’s first 1-gig and 2-gig communities, while managing relationships with nearly 250 clients and a team of CX leads.

Education

• National University

  Master of Business Administration (M.B.A.), Business Administration and Management, General

  2015 — 2017

• Florida Southern College

  Bachelor’s Degree, Public Relations, Advertising, and Applied Communication

Skills

• Sales Operations
• Leadership
• Digital Marketing
• Sales
• Project Management
• Channel Strategy
• Solution Selling
• Strategy
• Advertising
• Business Development
• Public Relations
• Social Media Marketing
• Capital Budgeting
• Market Analysis
• Marketing
• Account Management
• Social Media
• New Business Development
• Copywriting
• Email Marketing
• Marketing Communications
• Training
• Corporate Branding
• Telecommunications
• Strategic Partnerships
• Brand Development
• Lead Generation
• Direct Marketing
• Cross-Functional Team Leadership
• Management
• Presentation Development
• Marketing Strategy