Marci Lenox
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Marci L. Lenox has over 16 years of experience in telecommunications leadership roles at Fortune 100 companies like Charter Communications and Bright House Networks. She currently oversees a staff of 32 managing vendors and budgets as Director of Telecommunications at Charter. Previously, she was a Senior Telecommunications Manager responsible for call center operations and infrastructure support at Bright House Networks. She has a track record of building high-performing teams and setting goals aligned with long-term corporate objectives.
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Mark Miller is an accomplished senior business manager with over 25 years of experience in communications, business development, network operations, IT, project management, and access services. He has a strong track record of delivering strategic initiatives on time and under budget. His most recent role was as a Senior Program/Project Manager at Sprint Corporation where he led a team that designed and negotiated a $15B program to upgrade Sprint's network.Marci Lenox
- 1. Marci L. Lenox 13919 Dovehunt Place, Charlotte, NC 28277 | (980)-200-9378 | mllenox@gmail.com An experienced and effective leader in the telecommunications industry with more than 16 years of experience in supporting and maintaining contact center solutions at a Fortune 100 company. Experienced in dealing with real-world situations under stressful conditions. Hands-on technical leader with the ability to guide the engineers to root cause and resolution. Ambitious leader who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals. Technology/Skill Sets Avaya CM Avaya CMS Avaya IQ Avaya Aura SM Avaya AESCTI Avaya Voice Portal Avaya MM Avaya MPP Avaya CPOD Avaya One-X Aspect CSS Aspect Contact Server Aspect ePro Dialer Aspect eWFM Acme Packet SBC ITIL Nice Nuance Realspeak SIP Witness Professional Experience Charter Communications Charlotte, NC 2008 to Present Charter is the second-largest cable company in the US with operations in 28 states and 8 international countries over 14 million customers generating $17.9 Billion in annual revenues. Director of Telecommunications – Corporate Oversee a staff of 32, Managers, Tier I, Tier II and Tier III engineers for Charter’s telecommunication enterprise systems at 24x7, 365 operations team. Manage vendors to reduce overall spending and optimize value of services. Regularly interact with executives, department heads and business owners across the organization regarding telecommunications activities to plan and budget. Communicate effectively with internal clients to identify current and future support needs to formulate strategies to help them to achieve their goals. Create and manage the annual budget for all corporate telecom expenses and provide budget guidance to the regions. Manage the company’s operations, plans, policies, procedures, and transition/migration plans as it pertains to telecommunications. Ensure that departmental initiatives are consistent with the overall company goals and objectives. Set operational and/or performance goals for each department which are achievable and tied to long-term corporate goals.
- 2. Bright House Networks/Time Warner Cable Orlando, FL 2000-2008 Bright House Networks is a privately owned company that was a spin-off of Time Warner Cable and is the seventh-largest cable company in the US with over 2.4 million customers generating $14.8 Million in annual revenues. Sr. Telecommunications Manager Responsible for the daily operation of 7 call centers and 28 Administrative offices in the Central Florida and Alabama Divisions of Bright House Networks. Installation, implementation and maintenance of the Central Florida and Alabama Division internal infrastructure to support a converged VoIP network. Worked with the network team to use Avaya best practices of VLAN’s. Planned and designed the move of the NOC to a new location, moving all telecommunication servers without dropping or giving a busy signal to any customers. Developed and implemented processes for telecommunication projects provided by the Customer Care department. Mentor my team and in order to be able to support the intricate infrastructure. Ability to work with all levels of employees providing outstanding service recognition. Demonstrates on a daily basis the ability to work under extreme pressure. Disney Cruise Line Orlando, FL 1998-2000 Disney Cruise Line launched their product in 1998 with 1 cruise ship, 30 member on shore support staff growing to 200 agents. Telecommunications Administrator Daily adds moves and changes for a 200 seat call center and 50 administrative phones. Provided the executives with daily and weekly reports. Performed as back up to the scheduling manager during vacations and sick days.