Toby Boutwell

Experience

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  US Army

  May 1991 - Sept 1996

  Observation / Scout Helicopter Crewchief
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  CellularOne, Inc.

  Sept 1996 - Aug 1999

  Call Center Manager/Retail Store Manager
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  Cingular Wireless

  Aug 1999 - Dec 2002

  Retail Store Manager
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  AT&T

  Dec 2002 - now

  Safe Agile trained Product Owner for Chat. Evaluated business cases and defined business requirements and user stories, while coordinating with multiple development and delivery teams on prioritization, defect resolution and performed extensive User Acceptance and Production Validation Testing. Maintained a focused commitment to the Customer experience and partnered with other applications and cross functional stakeholders to make data driven experience enhancements. Recognized by senior leadership for exemplary performance for DIRECTV NOW product launch. Deployed first generation Chat Virtual Assistant. Created detailed reports to measure effectiveness of strategy, and communicated results to key stakeholders and senior leadership team. Served as Governance Review Board Chair as well as application Front Door and managed Roadmap. Show less As a Regional Program Execution Manager supporting the Door to Door distribution channel, created, distributed and maintained detailed reports specific to sales and operational metrics used to identify process improvements and ensure sales goals attainment. Developed and administered short term sales incentive programs in order to achieve long term objectives. Performed regional sales forecasting for sales leadership as well as budget planning. Successfully managed sales lead flow process and territory management strategies. Resolved complex issues ranging from vendor contract concerns, customer escalations and local law enforcement interactions. Show less Regional Sales Operations contact supporting markets in achieving sales goals by creating, maintaining and distributing detailed reports specific to sales and operational metrics. Identified areas of opportunity and created custom action plans for sales teams during field visits and on-site inspections. Excelled as the escalation point for both field and Executive escalations through both the Office of the President and the Retail Support Team. Established and managed IPTV demo accounts for Company Owned Retail, Local Dealer sales locations as well as executive offices within the region. Show less Managed all aspects of customer satisfaction policies and programs, including the Customer Feedback Tool, the Coaching System and the Retail Scheduling Tool. Launched and supported 5 Device Support Centers. Performed all aspect of fleet management, from scheduling vehicle maintenance to deployment, as well as technology and exterior graphic remodel, for the region’s 2 Mobile Sales Offices as well as 3 concession trailers for disaster recovery and business continuity events including Hurricane Katrina, the 2008 Democratic National Convention and multiple tornado disaster areas. Lead for User Acceptance Testing for point of sale enhancements, ensuring the integrity of the updates and the billing system, provided feedback and recommendations to developers. Managed all aspects of retail technology components such as signature capture devices, paystations, Solution Centers, Welcome Centers and point of sale systems including initial deployments to issue resolution. Educated markets on processes and policies Show less

  • Ecommerce Manager

    Mar 2014 - now

  • Program Execution Manager - Door to Door (D2D)

    May 2012 - Mar 2014

  • Wired Program Analyst

    Jan 2011 - May 2012

  • Field Sales Automation Lead

    Dec 2002 - Jan 2011
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  Cricket Wireless

  Apr 2019 - Aug 2024

  Lead Project/Program Manager