Laura Di Sciullo

Summary

Business Expertise

New Business Development • Strategic and Business Planning • Global Product Management • New Product Development • Product Marketing • P&L Management • Operations Management • Partner Relationship Management • Market Research and Analysis • Business Application Solutions Consulting • Change Management • Strategic M&A Business Evaluation • Post M&A Product Consolidation • New Market Creation • Customer Segmentation and Value Optimization • Competitive Strategy and Assessment • Pricing Model Analysis • High Performance Team Development • Keynote and Executive Presentations

Functional Expertise

Call/Contact Center • CRM • Customer Experience Management • Database Routing and CTI • Voice Portal/IVR • Speech Applications • Operational Reporting and Analytics • Predictive Dialing • Email Response Management and Routing • Internet Based Customer Service Solutions • Work Performance Optimization • Unified Communications • Remote/Distributed Agent Applications • Communications Enabled Business Process

Work History

Work History
Sep 2008 - Present

Managing Director Global Product Marketing, Contact Center Expert Services

Avaya, Inc.

Designed organized and managed a global expert consultation group for complex contact center solutions; act as BU focal point for product knowledge, directions and migrations; align objectives and deliverables with  sales and services organizations ensuring effective execution; serve as BU interface to high-level customers and partners.

  • Created Expert Access for Partners program increasing business partner satisfaction to 80% and annual revenues by more than 15%
  • Reduced partner sales churn delays by 10%
  • Increased partner application revenue per sale by 20%
Sep 2008 - 2006

Global Product Management Managing Director, Customer Service Applications Division

Avaya, Inc.

Developed strategic and operational plans to consistently deliver high margin contact center software solutions for large and mid-sized enterprise customers worldwide; set strategic direction for solution innovation in the contact center arena; directed the creation of industry-leading innovations for contact center solutions; proven success creating high performance teams.

  • P&L responsibility for over $600MM of software/product revenue successfully delivering greater than 65% operating income
  • Reduced COGs by 15%
  • Improved operating income by 15%
 
2006 - 2004

Director, Contact Center Product Management

Avaya, Inc.

Responsible for $255MM Product P&L ; defined strategic direction, content and target partnership activities; developed and delivered market segmentation analysis, target market selection, opportunity assessment, offer content, channel selection, market messaging; created strategy in support of business planning, product roadmaps, end of life strategies and pipelines; managed product management staff of 20 individuals.

  • Consistently exceeded revenue and operating income targets
  • Avaya President's Award 2006 (top 5 employees, for outstanding leadership and corporate contributions)
  • Avaya Leadership Award 2006 (top 20 employees, for outstanding leadership)
  • Enterprise Communications Applications Division Outstanding Leadership 2006
  • Customer Driven Excellence Award 2006
1999 - 2004

Senior Product Manager

Avaya, Inc.

Defined and communicated portfolio plan and vision; developed guidelines and operational management of OEM contracts; delivered balanced portfolio performance based on financial indicators, project content and timelines, market awareness and customer satisfaction; directed portfolio performance, while improving operating income performance; defined and implemented a consistent pricing  model across portfolio; directly managed business and product management staff of 4; matrix managed large cross-functional group.

  • Achieved financial targets ($363M for Product; $106.5M for professional services)
  • Improved Operating Income progressively each year
  • Reduced product portfolio by 30%
1996 - 1999

District Manager, Internet Solutions Product Management

Lucent Technologies

Defined, deployed and directed delivery of industry first Internet call center solutions (collaborative Internet and email management); led design efforts of an access platform, relevant applications and necessary interfaces to support the multimedia product offering initiatives; developed and executed on the strategic plan to incorporate transaction processing, MIS support functions and integrated reporting; supervised a staff of market managers.

  • Delivered industry's first call center solution integrating with the Internet
  • Bell Labs President's Award for Innovation 1998
  • Lucent Trailblazers Award for Innovation and Leadership 1997
1995 - 1996

District Manager, Professional Services/Application Development

AT&T

Led system engineering efforts in support of product/offer management teams; provided technical leadership for development of end-to-end network based applications; led design efforts of an access platform, relative applications and necessary interfaces to support the Electronic Commerce Solutions (ECS) product offering initiatives; managed staff of professional services consultants and software application designers.

  • Delivered industry first hosted, multimedia customer service applications
1995

Sr. Staff Manager, Strategy and Operations

AT&T

Led development team for media-independent access to network-centric information services; defined vertical and horizontal industry solutions for complex object packages; coordinated development teams to create integrated offers; performed cost analysis and determined appropriate offer pricing; ensured district development projects were delivered within budget and acceptable auditing mechanisms were in place.

  • AT&T Global Services Vision Award 1995
1994

3rd Party Relationship Manager

AT&T

Identified and analyzed non-AT&T vendors for potential inclusion of services into AT&T offers; created inventory of current AT&T suppliers and identified possible VARs for integrated offers.

  • Gained approval for proposal to exit popular, but unprofitable, partnership ventures
1994

Business Applications Consultant

AT&T

Analyzed client business needs and proffered appropriate recommendations; identified market opportunity, market share, competitor's behavior and strategic pricing; provided tactical and strategic pre-sale support to both clients and account teams.

1991 - 1994

Staff Manager, Financial Operations and Analysis

AT&T

Developed and recommended distribution of sales quotas to Branches; aligned Sales Vice President's performance indicators to Branch activities; managed forecasting and planning process for the Sales Vice President; analyzed trends and proffered advice and corrective actions; developed and monitored Branch budgets and expense forecasts.

  • Improved regional performance progressively from 80% to 99% to 103% of revenue targets
  • AT&T Award for Excellence -South Florida Major Markets 1993
1990 - 1991

Market Analyst

AT&T

Analyzed market opportunity, market share, competitor's behavior and strategic pricing; provided tactical and strategic support to sales teams; developed sales territories and quotas ensuring optimum resource allocation and group success.

  • Consistently delivered sales programs enabling group to exceed quota targets
1988 - 1990

Network Systems Consultant

AT&T

Analyzed client business needs and proffered appropriate recommendations; provided technical expertise and consultation; developed sales strategies and performed strategic business planning; provided pre- and post-sale support to both clients and the account team.

  • 80%+ customer satisfaction while consistently exceeding sales quotas
  • AT&T Eastern Region Circle of Excellence 1990 (Top 10% of Sales)
  • AT&T Eastern Region Winner's Circle 1989 (Top 10% of Sales)
1983 - 1988

Executive Assistant to VP

COGEMA (now part of AREVA)

Performed research to support marketing activities leading to prioritized sales opportunities; assisted upper management in developing consistent contracting policies; developed computer programs to support marketing activities; monitored and analyzed legislation relevant to the corporation to determine financial impact; reviewed contracts and commercial proposals for internal consistencies and compliance with corporate policies; performed economic analysis of utility industries to support marketing strategy; managed and audited gold mine operations and sales.

Education

Education

BA

Magna Cum Laude

Phi Beta Kappa

MBA

George Washington University

Skills

Skills

Business Operations

Consultative Sales

Telecommunication Applications

CRM/Customer Experience Management

Business Development and Consulting

Software Application Management and Marketing

Small/Large Team Management

P&L Management

Strategic and Business Planning

Product Marketing

Product Management