SUMMARY:

Innovative, passionate, forward - thinking professional with a proven track record of achievement and demonstrated success delivering the highest standards of excellence across various areas including: technical product development and management, customer care & retention, business operations, program/project management, and escalations/trouble resolution science for start-up, turnaround and high-growth organizations. Able to identify business opportunities and leverage competencies to drive growth, reduce costs, improve market positioning and strengthen bottom-line financial performance. Decisive, detailed solutions-focused professional exemplifying strong leadership, communication, negotiation, creative and analytical skills.

EXPERTISE AREA:

• Technical Product Development and Management, Customer Care, Retention, & Operations Professional Product Development and Management
• Project Mgmt.
• Process Improvement
• Policy Development
• Curriculum Training & Development
• Vendor Management
• Customer Service
• Issue Discovery & Resolution
• Risk Analysis/Forecasting
• System Integration Management
• Product Development
• CRM Analytics
• M&A Integration

TECHNICAL SKILLS:

Metaswitch and Nortel CS2K: CO Class usage and development partitioned for hosted productization

ACD: Mitel, Aspect, Rockwell, Siemens, Cisco, Nortel

Other Telecommunications: (PBX, Key and Hybrid) Metaswitch Networks, Mitel, Nortel, Siemens, Nitsuko

VoIP: Cisco, Nortel MCS5200, Siemens, Nortel CO class CS2K

CRM: Clarify, Siebel, Metrix, SFDC

IVR: All associated with above ACD s and the IVB portfolio, including Speechworks and Nuance

QM: Nice, Comverse, Witness

WFM: TCS (Aspect s eWorkforce), Blue Pumpkin, IEX

Other: Lotus, Word Perfect, Lawson, PowerPoint

Microsoft Office: Excel, Word, Visio, Sharepoint, and OneNote

PROFESSIONAL EXPERIENCE:

Confidential, GOLDEN VALLEY, MN

Business Process Analyst

Responsibilities:

• Customer Portal and VoIP Product Manager and Develop Core Team Principal.
• Daily meeting chair and participant in Agile Iteration and Six Sigma Lean development methodologies
• Work with cross functional teams to produce the necessary deliverables for the successful delivery of new Salesforce.com releases and enhancements.
• Deliverables include technical documentation for all applicable CRM systems, product training, asset management, recovery, valuation, and reporting, product catalog architecture, and trouble ticketing concerns.
• Responsible for maintaining the user integrity of several disparate systems for more than 200 users using an internal customer advocacy methodology while working closely with corporate I.T. resources.
• Responsible for all Operating Market Area’s curriculum development, training delivery and measurement. Track all certifications and plan, execute, and measure new hire on-boarding processes.

Manager of Strategic Accounts

Confidential

Responsibilities:

• High-profile Manager charged with strategic business planning, reporting and analytics, budgeting, headcount management, customer satisfaction and retention, service delivery and installation, and overall departmental success.
• Managed a team of eleven professionals as the one stop for all products and services related issues installed in the V.I.P. and Enterprise accounts of the Confidential Operations Area embedded account base.
• Our goal is delivery of excellence in customer care through consultative methodology acting as liaison between our clients and the Confidential support teams.

Confidential, Seattle, WA

General Manager

Responsibilities:

• Managed the daily activities of 11 Field Engineers and 6 Customer Consultants.
• Maintained a customer base of over 10,000 lines with less than 5% attrition for three years. Exceeded all COGS reduction goals with an annualized redundant circuit cost saving of $100,000 2 years in a row.
• Managed a complex switch room flood insurance claim winning over $100,000 in damages. Developed many Property Management, Vendor, and Sub-contractor relationships helping to find new opportunities.

Confidential, Rochester, NY

Director of Operations

Responsibilities:

• Managed the daily activities of a busy NOC and COC environment servicing the B2B telecommunications needs of our customers in all 50 states.
• Managed the vendor relationships with all product partners.
• Managed over 100 Sub-contractor relationships and contracts.
• Responsible for the monthly attainment of $250K in demand service and net new MAC billing. Responsible for the fleet and facilities management in NY, CT, MA, MI and IL.
• Motivated 3 teams of service center employees covering 7X24 shift work.

Confidential, Houston, TX

Director of Telesales Operations

Responsibilities:

• Managed the daily activities of three outbound retention account management contracted contact centers with 700 CRM agents.
• Internal and external analyses reporting for all P&L, Operational strategies, and client compliance.

Confidential, Columbus, OH

Sales Account Executive

Responsibilities:

• Consultative selling to Fortune 1000 enterprise accounts emphasizing the development of business cases and ROI analyses to sell improved Contact Center technology and applications.

Confidential, Columbus, OH

Principal Managing Consultant

Responsibilities:

• Analyzed the Process and Organizational current state of an International Retention and New Sales Retail client.
• Conducted intense call center studies including the gathering of 500 timed customer contacts and the development of the business case to prove the need for an integrated desktop solution.
• Participated in the vendor selection and assisted the client through the design process.
• Scheduled and facilitated 6 weeks of client input sessions.
• Developed and maintained close client stakeholder relations to insure the success of the project.
• My role was to develop the training and site readiness for the remote client installation sites.