Summary:

• Experience in defining new architectures and ability to champion an independent project from an architectural stand point
• Call Center Business Architect, Program Director, Contact Center/Call Center Director, Medical Management Multi-Channel Contact Center, Professional Services Experience, Telecom Operations Director, Voice systems architecture, Voice Systems Solutions and Design, ProComm Software, MPLS, SIP, GPRS, Soft-Switching, Skills/Hunt groups, Audix, TSRM, Operation Support Systems, SCS, SCI, SNMP, IVR, PPO,
• HR Benefits, Life Insurance, Group Health, Annuities, HIPAA, Annuities, 403B, Medical Management, TRS, AML, HR Generalist, Operations Management
• Experienced with Contact Center Technologies i.e. digital wallboards -Symon , unified messaging, Common Cloud, SMS, NICE 4.1, Witness, Genesys Administrator TBS, Ensemble, SAMSON, CXM, QA, CTI, CRM, PBX, Symmetrics WFM Automation, TEKELEC, MUX, DCCS, Tellabs, NETCOOL, HP, Dell, EMC, Nortel DMS 100, MITEL SX 2000, Toshiba PBX, Siemens- ROLM 2733 PBX, Sun OMC Console, Interactive Intelligence CIC 4.0, IC Business Manager, IC Client, TSRA, Motorola VLR/HLR, GPS, TMOBILE Galaxy Tablet, Centrex, ACD skillset routing, Blended agent, Softphone, AT T UVERSE, CABLE/IP TV, Sprint, Verizon, Wireless PTT, Picturetel, Polycom, Distance Learning, Sales Engineering, aviation services
• Call Center Business Architect capable of complete call center build out
• Knowledge and practical experience with voice infrastructure, voice services, and CCT
• Sound knowledge of Telecom Industry Including Service Providers OEM's
• Possesses an understanding of project management methodologies e.g. Waterfall, Agile, Lean
• Telecommunications solutions provider
• Familiarity with toll free routing services, billing, contracts, and provisioning
• Understands the different types of mediums used in a telecommunications network
• Provides strategic and directional strategy to solve clients problems
• Works within a multi-site call center environment
• Familiarity with wiring infrastructure and customer premise equipment CPE
• Ability to download firmware patches, perform hardware upgrades ,and equipment health checks
• Advanced knowledge of wireless networks
• Trained on AT T Uverse installation and delivery to consumer residences IPTV FTTN
• Worked with Telco vendors on repair issues and upgrades Verizon, AT T, Sprint, T Mobile, Lucent, Nortel
• Telecom domain experience
• Hands on programming of ACD configuration, DACS, PBX, Videoconferencing, modems, and CO switching including central battery system status
• Experienced working in a outsourced call center environment
• Involvement and implementation of large-scale voice and data network re-design
• J.D. Powers' award winner- service excellence.
• Forms strong relationships and partnerships with Telecom providers AT T and Verizon, Sprint, TMOBILE LEC's, CLEC's, Vendors and wireless
• Experienced in secure paperless environments
• Proven experience in Customer Experience Management, and consulting engagements
• Proven experience in identifying the challenges and providing resolution via IT, Business Operations
• Seeks root cause analysis
• Excellent vision to recognize trends, and comprehend/anticipate what is up and coming
• Exceptional customer knowledge, interpersonal, coaching and training skills as well as the ability to influence
• Experienced in service creation such as toll free provisioning, calling cards, and circuit orders
• Superb written and oral communication skills
• Private Exchange health multi carrier solutions
• Leadership and life management skills development through Dr. John Demartini, Author, Educator, Business Consultant, Leadership Expert
• NICE /Witness Call Recording

Professional Experience:

Confidential

MCC Infrastructure Program Manager

• Medical Managed Healthcare Multi Channel Contact Center initiatives to improve customer experience for 1.5 million benefit subscribers Professional Services
• Conducts end to end project coordination of one or more programs containing multiple large projects, or portfolio management of a large scope entire portfolio that are company-wide, cross functional and/or strategic in nature.
• Works in conjunction with voice services, IT developers, network engineers, and technology architects as an functional Infrastructure Domain PM to engage the medical management business stakeholders and contributors and request/deliver needed requirements
• Directing the prioritization of site readiness, hardware deployment, and integration efforts for MCC Multi Channel Contact Center technology MPLS, click to chat, voicemail, email, click to talk, video
• Directs cross functional teams to complete projects and program deliverables within allotted timeline and budget
• Workflow analysis and ad-hoc re-design of MAC process
• Uses ticket system request management TSRM queue for validating field work order completion, and tech support
• Required to support Interactive Intelligence Contact Center initiative and applications
• Administrative level remote support services for all ININ tools
• User profile and application provisioning
• Onboarding of business units through TSRA sessions
• Performs ININ remote services consisting of ACD programming, file system imports, and deletes
• Troubleshooting of ININ profiles through Interaction Center Client, Interaction Center Business Manager, and Interaction Administrator SU3
• Works directly with ININ's systems engineers for incident resolution
• Manages the integration of vendor tasks and tracks and reviews vendor deliverables
• Provides end user support
• Completion of work orders and incident management tickets within Remedy
• End user education on systems and processes for ININ
• Responsible for developing relationships with key client technical resources, vendors, and the other internal customer departments to facilitate the flow of ideas and information
• Attends and conducts program meetings and is responsible for program tracking and analysis
• Uses independent judgment to make decisions based on precedents and established guidelines
• May plan unit integration, and acceptance testing
• Receives status from Business PM's, facility resources and infrastructure teams concerning facility build out, hardware, vendor installations, risks, milestones, and cost centers for purchasing
• Cross Functional responsibility with internal health care exchanges AHG, HIX, Anthem, Mercer
• Accountable for migration effort form legacy TDM to MPLS/SIP ININ 4.0 cloud based architecture for clinical and service operations
• Provides executive level dashboard updates weekly regarding site infrastructure readiness
• Offers project management overlap, program delivery, and liaison function with projects that are cross-dependent on other initiatives
• Ability to partner closely with technology to understand the gaps, dependencies, deliverables, and risk
• Operates with critical thinking of process and infrastructure regarding call recording and analytics
• Identifies, recommends and takes action to drive the analysis, solutions resolution to all issues/roadblocks in a timely fashion
• Ability to matrix manage successfully across organizational boundaries
• Successfully creates process in ambiguous environments
• Self -managed by careful evaluation of internal organization activity and identifying needs

Confidential

Business Systems Analyst BSA

• Consumer Banking Services -Call Retention Services to improve customer experience Professional Services
• Works as a line of business project manager to engage the consumer banking services CBS and request/deliver needed requirements
• Earned HIPAA, Hi-Tech, and Anti-Money Laundering certification
• Responsible for site readiness for MCC Multi Channel Contact Center technology click to chat, voicemail, email, click to talk, video
• Program manages by providing overlap checks and balances to identify gaps/risks and escalate through project leadership
• Assist the LOB's in the functional migration from NICE 3.5 to NICE 4.1 RTAM RTI Real Time Solutions
• Works across the entire organization to determine the business needs and to provide the day to day support
• Carefully evaluates potential impact of project
• Attends customer meetings and may serve as primary client liaison
• Resource with internal IT stakeholders and vendors HP NICE to understand planned infrastructure build out
• Content Analytics with call recording and retention
• Understanding of the NICE application from a business perspective with technical ability
• Knowledge of how NICE integrates with Genesys, SIP, VOIP, PBX, CMS Dialer on Avaya infrastructure
• Attempt to automate desktop pushes of NICE 4.1 release for audio and screen capturing within consumer banking service LOB's
• Service Management Process SMP , Project Management Methodologies and Software Development Life Cycle standards in deployment of NICE 4.1
• Schedules, coordinates, manages, and directs all third party vendor resources and communication between Customer teams and third party vendors
• Regularly communicates to the Executive level stakeholders, IT, and business by providing weekly status reports
• Participate in conference bridges that support the business and IT stakeholders for status and project health
• Works to understand telephony infrastructure in a national call center scope with emphasis on QA call recording, call retention, data center redundancy, and desktop applications
• Selected to perform order management of desktop application pushes for NICE 4.1 and success criteria
• Conduit between suppliers and LOB's
• Gauge accuracy of files collected from LOB's
• Scheduling LOB's to receive NICE desktop application upgrades
• Created Universal Change Risk Assessment UCRA for risk project
• POC for sites or issues affecting LOB's
• Coordination with lines of business LOB to collect data IP address ranges, associate names, pc names, ACD ID, extension range, hunt group, physical locations, PBX, HUB data
• Gap analysis to determine Win 7 compatibility with desktop applications using DARS Desktop Automated Re-Image System
• Potentially determine user locations on data center hubs
• Vendor communication including problem reporting, team discussions
• Provide associate tester computer names to desktop engineering for UAT APP Certification
• Contributes to business process creation
• Some familiarity with 3PCC third party control
• Licensed financial product specialists in the retirement market for 5 years

Confidential

CCT Business Analyst

• Works as a techno-functional Contact Center BA
• Lead and facilitate workshops and meetings to define/validate contact center business capabilities, business processes, business requirements and solution design with business and IT stakeholders / users
• Attends customer meetings and may serve as primary client liaison
• Engaged in a multi-site deployment project as a Business Analyst for NICE IEX Total View 4.1, deployment of 24 call centers
• Experience in defining new architectures and ability to champion an independent project from an architectural stand point
• Manage all aspects of launching a new contact center such as testing of new capabilities and cut-over from old call centers to new contact center
• Call Center Technology CCT which deploys OTC Order To Cash business processing for B2B and B2C
• May make recommendations for buy versus build decision
• Ability to schedule, coordinate, manage, and direct all third party vendor resources and communication between Customer teams and third party vendors
• Migration assessment from a legacy cloud based platform to On-Premise configuration
• Employs Pre-Discovery Questionnaire for current state assessment in conjunction with call routing requirements
• VOIP ET network infrastructure to support regional call centers
• Proactively communicates and collaborate to analyze information needs and functional requirements and assist in delivering the following artifacts as needed: Business and Functional Requirements Document, GUI Screen and Interface designs
• Conducts contact center technology fit-gap analysis with the assistance of contact center specific technical resources
• Big Picture thinker and strategist
• Attempts to balance end user requests, troubleshoot, and provide business unit education for Cloud solution WEST- Off Premise Unified Communications legacy system
• Investigate issues within source systems, help synchronize the data across multiple systems and resolve conflicts
• Works to understand the as is business situation to facilitate change within the to be IT Call Center scenario
• Partnership with COMPANY Governance, COMPANY Client and strategic partner to coordinate execution and implementation of call center technology development
• Leverage partner connects to pitch for solutions
• Interpret client's existing systems and workflows
• Drives workflow and teamwork
• Interview business stakeholders to understand business needs and extract true requirements from high level use cases
• solution design with business and IT stakeholders / users
• Effectively elicit, document, and manage business requirements, functional specifications, business processes and recommendations related to the proposed solution
• Work closely with the QA team and production support to validate functional test applications, track defects and validate user acceptance criteria
• Responsible for providing sign off for testing
• Primary liaison between technical staff and business owners
• Provides top-level business and systems analysis while focusing organizational strategic vision
• Contributes expertise in particular business processes and is responsible for formulating systems/process scope and objectives relative to the organization's business plan and user requirements,
• Leads project team with gaining business user acceptance and sign off
• Verifies the business user sign off acceptance and works with Technology and business for deployment plan
• Ensures the development of complex information systems, or revisions to existing system logic to meet business requirements and objectives.
• Reviews progress and evaluates results for accuracy and efficiency
• Review, distribute, and resolve open trouble tickets via BMC Remedy related to Genesys and NICE IEX
• Analyzes, consults, and makes recommendations for call center, enterprise, and operational technical infrastructure gaps
• Distinguish user requests from the underlying true needs
• Summarizes meeting minutes for conference bridges
• Serves as the conduit between the business owners internal customers and the IT/telecom development team through which requirements flow
• Responsible for reviewing, entering, and tracking incidents through BMC Remedy, and HP ALM Application Lifecycle Management
• Review and edit functional design documents FDD's
• Understands relationship within project management utilizing onshore-offshore team concepts

Confidential

Telecom Business Analyst/Call Center Business Consultant

• Works independently as a consultant-business analyst in recommendations for call center Telco/IT business architecture including conversion planning, upgrades, testing, and implementation support
• Tracks industry trends and maintains knowledge of new technologies to better serve the enterprise's architecture needs
• Proactively evaluated systems, made recommendations for improvement, and resolves any known issues while avoiding user impact
• Identifying, recommending and supporting the implementation of various programs for the improvement of call center and telecom processes
• Responsible for technology research
• Provide support for telecom systems integration
• Project Coordination for systems Ad Services.
• Subject matter resource in evaluating LEC and CLEC services such as long distance, local, wireless and transport services ISDN, T1, DS3, Fiber videoconferencing
• Works with vendors post sale through delivery, testing, and turn up of Telco services

Confidential

Business Analyst

• Facilitates the establishment and implementation of standards and guidelines that guide the design of technology solutions including architect and implement solutions requiring integration of multiple platforms, operating systems and applications across the enterprise.
• Identify and address call center technical infrastructure specific gaps
• Works independently as a consultant-business analyst in seeking recommendations for call center Telco/IT architecture including conversion planning, implementation and deployment support
• Work with business contacts to understand, define, and document business functional requirements for contact center CTI Hardware solutions including IVR
• Interpret client's existing systems and workflows
• Review existing SOPs and training materials to gain baseline understanding of current and desired process flow
• Provides operations and support services in delivery for contact center implementations services
• Evaluates available technology configurations with the Avaya S8730,S8720,S8500,S8300 relating to Verint WFM solutions, modular messaging, ACD programming that best suit the requirements of contact center telephony
• Gained knowledge of Blue Pumpkin, Verint, Desktop-CME, CC Pulse, and Interactive Workspace as WFM tools
• Evaluates requirements and custom solutions to support operational and business critical processes
• Access vendors to analyze solutions, system integration, and implementation strategies
• Provides contact center subject resource experience as it relates to skills-based routing, computer telephony integration, agent monitoring, call recording, work force management, reporting and integration with other applications such as CRM solutions
• Arrangement of interview sessions for business requirements to address CTI/Telecom infrastructure gaps
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Accountable for preliminary and final action plan summary
• Submit written reports, including work and project status and time reporting
• Gather requirements from business teams who want to expand current call centers or build out new call centers
• Collaborated with internal telecommunications groups
• Provided backup assistance for deployment of approved call center solutions
• Serves as the conduit between the customer community internal and external customers and the telecom development team through which requirements flow
• Assists contact center business in driving technology strategy utilizing best in class solutions
• Owns the Art of What is possible strategy in vision and documentation
• Call center subject matter resource for technical build out and attended meetings as required
• Evaluation of problems and research for Telco equipment solutions
• Examines ROI scenarios

Confidential

Responsibilities:

• KEY ACCOMPLISHMENTS: Workforce management automation including analytics and major call center technology application upgrades automation of real time dashboard RTD , intraday reporting, quality assurance, chat, KPI/ACD broadcast Load Balancing of skill set routing and creation of auxiliary/reason codes Identified and addressed technical architecture specific gaps
• Provides senior operations management of the call center including performance/systems management, floor management of 150 agents, 5 team managers, coaching and development, queuing, skill set routing, quality assurance monitoring, and phone activity
• Championed paradigm shift in CCT technology usage and potential deployment of Siebel
• Works independently as a consultant-business analyst in recommendations for call center Telco/IT architecture including conversion planning, upgrades, testing, and implementation support
• Experience in defining new architectures and ability to champion an independent project from an architectural stand point
• Has wide latitude in determining creative solutions to strategic and operational needs
• Reviews and advises on the impact of enterprise business process and goals
• Remote management and ACD systems configuration including MAC
• Contact center subject matter resource as it relates to skills-based routing, computer telephony integration, agent monitoring, call recording, WFM Automation reporting and integration with other applications such Symposium
• Consult with client IT personnel regarding infrastructure requirements
• Tracks industry trends, identifies technology gaps, and maintains knowledge of new technologies to better serve the enterprise's architecture needs
• Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes
• Scheduling, coordinating, managing, and directing all third party vendor resources and communication between Customer teams and third party vendors
• Served in the capacity of Business Analyst working in conjunction with stakeholders/ telecom/IT support to solicit requirements for IVR functionality
• Manage all aspects of launching a new contact center such as testing of new capabilities and cut-over from legacy call center technology to new contact center
• Leverage partner connects to pitch for solutions

Drives workflow and teamwork

• Project coordination with internal IT/telecom groups
• Review existing SOPs and training materials to gain baseline understanding of current and desired process flow
• Direct or program Command Center including Contact Center technology/ programming Nortel Contact Manager Nortel Symposium 6.0 ACD HD/ACD Wallboards WFM QA Telco PBX Soft phone Witness/Verint and technical infrastructure within a contact center
• Responsible for leadership, coaching, training and motivating others
• Systems conversion planning, documentation, and implementation support
• Provides operations and support services in service delivery for contact center implementations services
• Analyzes overall architecture of internal technology systems and recommends solutions
• Maintain an active role on key cross-functional projects to ensure Customer Care needs are included in research and planning
• Responsible for technology research of deliverables to C-Level executives
• Intraday operations analysis including metrics and KPI, escalations, coaching, mentoring, QA including random call monitoring
• Assessment of business and applications requirements for contact center systems
• Delegation of work to direct reports
• Works with developers and infrastructure specialists to pilot and evaluate new technologies
• Consistently strategizes seeking either improved methodology or technology in telecom/call center operations
• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver artifacts as needed
• Responsible for seat licensing for software/telephony applications within the call center
• Identified and created solutions that contributed to company concepts
• Collaborated with executive level and management to build / improve policies, programs, and training for call center SOPs
• Initiated standards to support contact center efficiency
• Experienced providing work direction with carriers and telephony system providers to deliver timely solutions
• Work independently with users to define concepts under direction of project managers
• Participated in the development of telecommunications strategy, including technology standardization, unified communications solutions, and services lifecycle management
• Experienced as a vendor liaison, bid evaluation and the procurement lifecycle for all telecommunication systems
• Conduct vendor meetings to analyze solutions, system integration, and implementation strategies
• Drive and challenge business units on their assumptions of how they will successfully execute their plans
• Served as the conduit between the customer community internal and external customers and the telecom vendors through which requirements flow
• Nortel infrastructure support including management of the Telephony, ACD Symposium Call Center
• Call center operations and floor management
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs
• Coordinates with recruiting and training to ensure new associates are hired and trained as needed
• Created, modified, and modified skills based routing within the Nortel Contact Center Manager
• Proactively evaluated systems, made recommendations for improvement, and resolves any known issues while avoiding user impact
• Acted as team leader on projects and primary communications liaison with contact center teams and vendors to establish and communicate common goal and direction and ensure on time and on budget project delivery
• Response and diagnosis of alarm events and collaboration of necessary resources to resolve issues
• Manage WFM application and assessment of collected data
• Planning and leading application/ hardware implementations across a large and diverse client base Project Administration
• Execute and manage the implementation task plan
• Provide system support and problem resolution during GO-LIVE startup
• Provide consultative guidance to executive level team in finding technical resources and/or assistance as needed to meet internal needs
• Update job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations