John Meade
Sr Manager @Capgemini
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WORK HISTORY
Sr Manager @Capgemini
Transformation consulting with extensive experience in large-scale IT-enabled transformations, business process design, customer experience strategy and organizational change. Interaction with C-level and senior management. Recent major IT-enabled transformations- Sold $14MM multi-year infrastructure engagement with global reach. Delivery responsibilities covering facilities in multiple countries with complex networking requirements, as well as physical and cyber security responsibilities- Project Manager for the assessment, design, build, and implementation of a new provisioning and activation system for residential data, IP video and voice products at a major cable company. Implemented an Oracle RSDOD solution using OSM, ASAP and UIM to 6MM subscribers.$10MM+ revenue managed for a team of 15 onshore and up to 60 offshore- Project Manager for a Genesys call center solution. Enabled a contact center strategy where agents worked inbound calls, outbound call-backs, emails and back-office tasks. Solution uses the Genesys framework. Recent Customer Experience / Customer Retention projects- Led a Customer Experience strategy for a cable company. Conducted focus groups with customers and competitor customers, interviewed executives and front-line employees, analyzed call center and retail operations. Delivered strategy to CMO. Revenue of $1MM- Led a Customer Retention strategy and implementation for the world’s largest game subscriptions company. Directed team that evaluated existing customer churn and call center saves operations. Formulated a saves plan that combined a new call center vendor, new targeted offers, an improved customer relationship management system and revamped reporting. Within eight weeks, the pilot surpassed the business case targets, on track to deliver $3-4MM in incremental revenue for the first year. Revenue of $700K.
EDUCATION
University of Chicago
AB, MBA, Economics, Finance
SKILLS
ABOUT JOHN MEADE
SUMMARY Management Consultant with proven ability to apply strategic thinking to…
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