PROFESSIONAL EXPERIENCE:

Confidential

Senior Analyst

Responsibilities:

• Daily interaction with business customers and telecom voice / data network teams to maintain application functionality and resolve technical tickets.
• Worked directly with vendors to support project upgrades both Aspect eWFM and APM to 8.2sp2, Moxie to v9.4 and Verint to v 15.1.
• Researched and upgraded all systems to be TLS 1.2 compliant
• Performed Vendor Management, Change Control representation and Incident Management.
• Support for Windows Servers (2008/2012), MS SQL (2008/2014)

Confidential, Tulsa, OK

Unit Manager, Customer Care / Technology SME

Responsibilities:

• Managing tactical contact center operations for a top 6 Confidential holding company auto finance division.
• Most recently drove achievement of JD Power Call Center Certification for Customer Service Centers and implementation of new IVR (TellMe SaaS) and Web platforms.
• Business liaison to IT for system implementations and architecture upgrades.
• Performed QA and UAT for Nortel CS2100 to Avaya CMS with Avaya Agent One - X migration. Migrated Tulsa Site from Verint Recording to NICE Agent recording.

Executive Consultant

Confidential, Tulsa, OK

Responsibilities:

• Customer Service Management and Technology consultant specializing in all aspects of Call Center/Service Management including technology implementation, strategic planning and process improvement.

Confidential, Tulsa, OK

Senior Vice President/Director

Responsibilities:

• Directed operations and strategic planning for the Consumer Banking, Wealth Management and Mortgage Servicing division call centers, online banking technical support and mobile servicing platforms for seven state footprint. 15,000,000+ annual call volume and 125 seats in a 24/7/365 environment.
• Managed call center technology, coordinated support efforts and IT management.
• Managed vendor relationships with Envision, Convergys for implementations and negotiated purchase and support contracts.
• Implemented advanced routing strategies to allow authenticated clients to be identified and routed based on their need and account status
• Conducted technology vendor meetings to analyze solutions, system integration, and implementation strategies. Recommended GVP to replace end of life IVR
• Increased IVR capture rate from 83% to 85%, further reducing calls handled by agents
• Executive responsible for Disaster Recovery/Business Resiliency for client facing channels
• Increased call handling capacity by improving schedule adherence 5%, saving $150K per year
• Deployed iOS and Android Apps to augment self-service Online Banking channel - Developed and implemented strategies for servicing client inquiries coming through Twitter and Facebook channels
• Provided contact center subject matter expertise as it relates to skills-based routing, CTI, agent monitoring, call recording, work force management, reporting and integration with other applications such as CRM solutions

Confidential, Denver, CO/Scottsbluff, NE

Senior Vice President - Customer Service Operations

Responsibilities:

• Directed operations and strategic planning for the mortgage servicing division call centers.
• Re-engineered processes and procedures to improve the Customer experience.
• Brought Best Practices and proper service delivery methods to the operation.
• Managed vendor relationships and negotiated purchase and support contracts.
• Managed $6.5MM project to migrate 400+ Nortel Symposium v5 TDM seats to Aspect Unified IP platform Multimedia Contact Center on the from technology selection process through final implementation for new building, 5 sites and High Availability
• Installed Aspect Call Recorder QA and eWFM Workforce Optimization with confirmed ROI of < 11 months
• Rebuilt IVR and Web presence for improved Customer self-service experience including, Nuance Voice Recognition and TTS and Agent CTI (Screen Pop)
• Off-shored back office Customer Service Research functions to captive site in Mumbai
• Renegotiated $20MM Fidelity MSP contract to a bundled, per-loan price. Managed Multiple long term relationships with key strategic vendors
• Increased revenue by $4MM per year by implementing web-based payment strategy
• Established Voice of the Customer program. Survey data used to calibrate in-house Quality audits and create LEAN Six Sigma projects
• Led technology selection for call center application architecture including conversion planning, documentation, and implementation support

Confidential

Managing Technology Consultant

Responsibilities:

• Customer Service Management and Technology consultant specializing in all aspects of Call Center/Service Management including technology implementation, strategic planning and process improvement.
• Supported 1000+ employees in Avaya CMS with GeoTel routing solution
• Performed Crisis Management and Root Cause Analysis for IT organization
• Call Center infrastructure assessment and process improvement project. Built new reporting and management dashboard. Nortel Meridian Max to Avaya CMS migration ( Confidential )

Confidential, Dallas, TX

Director, Professional Services and Support Operations

Responsibilities:

• Managed post-sales client implementation engagements for startup call center Technology Company.
• Interactive Intelligence and Nortel Reseller
• Managed project staff in the delivery of Confidential throughout the country.
• Managed engineers and developers , matching the skills of the team members to the work required.
• Managed QA process teams who created test plans, test cases, and performed software testing
• Escalated and resolved issues with clients ( Confidential ), channel partners ( Confidential ) and vendors.

Confidential, Dallas, TX

Vice President - Customer Service Operations Leader

Responsibilities:

• Directed operations and strategic planning for the mortgage servicing division call centers.
• Re-engineered processes and procedures to improve the Customer experience.
• Managed call center technology, coordinated support efforts and crisis management to 4 call centers throughout the US.
• Reduced ASA by 96%
• Implemented skill-based routing
• Planned and executed build-out and relocation of 140 call center agents and technology to newly constructed facility
• Managed vendor relationships and negotiated purchase and support contracts

Confidential, Sacramento, CA

Assistant Vice President / Customer Service Center Manager

Responsibilities:

• Directed 110 agents in call center, research and correspondence areas
• Implemented retention strategies to establish additional, value-added relationships with customers
• Managed servicing system conversion from LSAMS mortgage loan servicing system to Confidential
• Created test plans, test cases, and managed testing