Ernest Maw

Provided leadership for globally dispersed teams that delivered: • Process and tooling solutions in support of AT&T’s global Outsourcing business • Expansion of AT&T services and features for the international markets • End-to-end Customer Experience improvements • Defined and tracked Customer Experience metrics • Conceived, designed, and implemented learning curriculum for AT&T’s Process Engineering and Business Analyst functions

Successfully executed assignments across the following areas: • Business Planning • Finance • Joint Venture Development • Business Automation • Operations Improvement

Led team that transition new outsourcing clients’ people, processes, & assets into AT&T’s standard operations environment. This represented some of AT&T’s largest & most strategic customers. Established team’s processes & procedures for the execution of deliverables. Successfully executed resource mgmt. across a diverse set of client requirements. Established process interlocks & handoffs between AT&T service delivery organizations to better enable the teams to deliver against client requirements.

Assessed existing market strategy & offers with the AT&T Language Line Services marketing team. Created & managed key initiative list in support of the team meeting & exceeding revenue objectives. Developed comprehensive cost/pricing model used to assess/restructure existing Personal Interpretation & Subscription Interpretation services for more than 50 languages. Negotiated for reduced telecommunications charges with the AT&T Bus. Mkts. & IT team resulting in 25% decrease in Int'l telecom charges.

Responsible for leveraging AT&T’s Alestra joint venture in Mexico with the Consumer Markets Division’s existing customer segments. Developed cross border promotions, transition strategy, and tactical plans for the transfer of in-country marketing functions from AT&T de Mexico to Alestra. Designed and project managed the organization’s “People-Value-Added” process.

Responsibility for the analysis and reporting of Global Communications Services (GCS) income statement’s marketing and sales results to senior management. Managed the in-country process for the collection of strategic western European data in support of defining new market entry opportunities. Solely represented GCS processes on the Global Markets & Services Marketing Process team which was eventually adopted by the AT&T Consumer Services Division.

Provided direct support to the Vice President of International Consumer Long Distance. Responsibilities included core team member, key program coordination, staffing, salary administration, appraisal review process, team communications, and diversity training across for this 300+ people team.

European Product Manager for global deployment of enhanced messaging services championing: • New Feature/Functionality Requirements • Sales/Revenue Forecasts • Strategic Pricing • Sales & Customer Support