Summary

Results driven professional with proven records in market, competitive, and operations analysis, operations management, project management, process improvement, and contact centers; Resourceful analyst and problem solver with demonstrated success modernizing analytical content, re-engineering teams, staff development, streamlining processes, decreasing costs, increasing customer satisfaction, and end-user training; Excellent written and oral communication skills

• Market and competitive analysis
• Contact center operations and systems
• Project management and status reporting
• Leading teams and individual development
• Budgeting, cost control, asset management
• Business process improvement
• End user training and curriculum development
• Communication and presentation experience

PROFESSIONAL EXPERIENCE

Confidential 2009 to Present
President and Principal Strategist

• Develop articles, white papers and competitive analysis on contact center applications, including ACDs, IVRs, workforce management, workforce optimization, outbound dialers, and queue management solutions
• Provide business process optimization consulting for contact center, call centers and customer service organizations
• Develop and present contact and call center training
• Publish articles on Examiner.com and UCsolutions.com

Confidential, Sterling, VA 2007 to 2009
Provides competitive and rapid response solutions that enable companies to effectively anticipate and counter competitive threats and win more business

Sr. Analyst, Contact Center Solution 2007 to 2009
Delivered rapid and actionable intelligence to contact center solution developers and service providers; Provided unique competitive analysis; Presented in-depth qualitative research of on economic, market, company and product events

• Utilized my 20 years in the contact center industry to enhance the contact center solutions module; Presented an insider’s view of the contact center market
• Expanded content of the module to include vendors from geographic markets outside the US; Branched off to include hosted contact center service providers, both telecom companies and direct sellers
• Extended the scope of the contact center solutions module to include complementary solutions such as unified communications, workforce optimization, and speech applications
• Collaborated with other team to provide related content to the other modules, including Enterprise Communications and Business Telecom Services
• Redesigned the solution assessments to present to more holistic view; Focused on operational qualities of the solutions as well as technical specifications

Confidential, Washington, DC 2004 to 2007
Provides capital for mortgages to low-, moderate-, and middle-income home buyers through securities and debt trading

Interaction Center Operations Manager 2004 to 2007
Lead a help desk of 60 agents, associate managers, and team leads, averaged 30,000 interactions answered per month; Maintained service levels and customer satisfaction; Ensured and improved operational efficiency

• Exceeded customer satisfaction targets, ensuring customer retention and attraction
• Streamlined reporting system; Redirected $120,000 and 4,800 agent-hours to direct customer support, increased customer satisfaction
• Developed and managed business continuity; Maintained Help Desk at 100% operational uptime

Confidential, Atlanta, GA (Now part of Apollo Health Street, Inc.) 2001 to 2004
Business process outsourcing (BPO) organization that provides a broad range of services related to help desk and insurance processing; Formally known as Confidential

Help Desk Manager 2001 to 2004
Managed outsourced help desk valued at more than 2 million dollars, supervised employees, ensuring superb customer service

• Increased revenue by 10% by exceeding service levels and customer satisfaction targets
• Awarded certificate of accomplishment for significantly exceeding revenue target

SER Solutions, Dulles, VA (Now part of Siemens Enterprise Communications) 1989 to 2001
Provides call management, quality management, and speech analytics solutions to business; Formally known as Portal Connect, EIS, and International Telesystems Corporation (ITC)

Manager, Information Technology 1998 to 2001
Promoted to IT manager; Responsible for all aspects of IT operations, including budget of 2.5 million dollars, asset management, mission-critical servers, network and telephone systems, and help desk; Managed 10 analyst in a multiple-office environment

• Recovered $500,000 per year in lost revenue by re-engineering Field Service billing work flow
• Decreased IT costs by 25% through contract negotiation and improved asset management
• Restructured department, improved department morale, increased customer satisfaction
• Recognized by senior management for excellence, first ever awarded to the IT Department

Product Support Manager 1996 to 1998
Promoted to manager; Created and manage a third tier support team of five senior analysts; Responsible for the daily management of escalated tickets; Technical and customer service trainer

• Lead cross-functional teams from Engineering and Technical Support to improve escalation policies and procedures, decreased mean time to close by 75%
• Managed process to upgrade all support systems with no effect to customer satisfaction
• Recognized by Senior Manager for Excellence

Technical Support Manager 1993 to 1996
Software Maintenance Analyst 1991 to 1993
Training Representative 1989 to 1991

EDUCATION

• Master of Business Administration.
• Bachelors of Science, Secondary Mathematics Education (minor Social Studies Education).

Volunteer Experience

President, Board of Trustees, Confidential

• Decreased telephone cost by 20% through investigation and negotiation
• Maintained church infrastructure with no increase in budget

Chair, Stewardship and Finance, Confidential

• Created and managed yearly pledge drive, presented budget to congregation,
• Increased pledges by 35%

Scout Master and Other Leadership Positions, Boy Scout Troop 11