I led the strategy and delivery of a unified business and residential customer portal designed to modernize the end-to-end account experience for Sparklight and Cable One customers. Built on a .NET architecture and integrated with SingleView CRM and Sitecore, the platform replaced fragmented legacy tools with a secure, scalable self-service experience. The goal was to give customers a single destination to manage their relationship with the brand while reducing operational friction for internal teams.

The portal enabled core self-service functionality including online bill payment, billing history and statements, equipment provisioning and management, secure customer messaging, and real-time account updates. Tight CRM integration ensured account data, service changes, and communications stayed synchronized across systems, while Sitecore powered personalized content and experience management across both business and residential segments. The solution was designed to be responsive and consistent across desktop and mobile, supporting customers wherever and however they chose to engage.

Beyond the technology, the program focused on driving measurable business outcomes. By improving billing clarity, simplifying service management, and shifting routine interactions to self-service, the portal reduced support dependency while increasing customer satisfaction and digital adoption. I partnered closely with engineering, customer operations, billing, and marketing teams to align priorities, manage delivery, and ensure the platform could scale alongside the business and future product offerings.