A record of firsts in the wireless carrier and connectivity industry — plus a portfolio of product platforms serving millions of customers and tens of thousands of employees.
Architected the wireless industry's first true omnichannel operating model — Start Anywhere, Finish Anywhere across digital and retail.
Trial-launched May 2013; national launch February 2014. Trial performance exceeded 20% of digital orders — beating the 12–15% target.
Launched the wireless industry's first at-scale same-day delivery program, partnering with Ron Johnson and Enjoy Inc. Customers chose it 30% of the time and transacted 20%+ more when offered.
Built the first used/recycled device digital store on att.com — including the wireless industry's first multi-format, punch-out SIM card. 5K+ activations and $2M+ long-term value in the first 12 months.
Delivered the industry's first digital activation portal for tablets and wearables — unlocking a new category of connected devices.
Designed a customer data microservice architecture for enterprise-wide experience personalization — 150+ new identity attributes.
Built the first direct integration between AT&T's website and Amazon's buyflow for device and branded accessory sales in 2017 — an early precedent for large-scale third-party digital ecosystem commerce.
Constructed and prioritized the roadmap of consumer products and features for AT&T's new flagship application — deciding what customers needed, in what order, and making the funding case.
Authored the fulfillment modernization strategy AT&T is executing company-wide today — spanning retail, digital and delivery channels.
Built and led an internal zero-to-one innovation organization, maintaining a living pipeline of innovation products and prioritizing them for funding.
Reset the customer identity data profile and shipped the first Identity Data Service — a unified graph aggregating first- and third-party data with enterprise-wide access.
Centralized customer history so agents and customers see the same information. Saved ~31s of average handle time, 4+ agent clicks per interaction, and $3.2M in annual benefit for 45K frontline employees.
Unified retail and virtual inventory pools so customers could ship product to their doorstep while shopping in-store.
Dynamic surcharge capability across fulfillment options.
Third-party last-mile routing using stores as shipping nodes — +34% take-rate and +22% conversion.
Reduced long waits and managed traffic across company-owned retail — award-winning platform innovation.