SUMMARY:

• STRATEGIC BI VISION
• EXCELLENT COMMUNICATOR TACTICAL
• PLANNING/DELIVERY PROJECT LEADERSHIP DEEP
• PROJECT LIFECYCLE
• EXPERIENCE CONTACT CENTER
• SME Representative Engagements

PROFESSIONAL EXPERIENCE:

Confidential

Program Manager/Contact Center Lead

Responsibilities:

• Provided Assessment of Current Environment
• Developed Enterprise Solution to Corporation
• Managed On/Off Shore Consultants
• Built New Go - To-Market Strategy
• Created Gap Analysis and Timelines
• Revised, Updated, and Rewrote Technology
• Led Project Development and Deployment
• Responsible for Technical Day-to-Day Operation
• Developed ACD/IVR/CTI/CRM interface documents

Confidential

Lead Contact Center BI Consultant

Responsibilities:

• Assessed Organizational Omni-channel Capabilities
• Reviewed Current State
• Developed Business Requirements (BRD)
• Assisted in RFI/RFP Process
• Led and Executed Entire RFP Process and Award
• Provided Roadmap/Migration/ROI Strategy
• Provided Deployment and Migration Strategy

Lead Contact Center BI Consultant

Confidential

Responsibilities:

• Reviewed Current State Contact Center
• Observed and Assessed Motor Vehicle Divisions
• Assisted in RFI/RFP Process
• Provided Current, Gap Analysis and CRM Roadmap
• Provided Roadmap/Migration/ROI Strategy
• Developed Structured Deployment Timeline

Independent Consultant-CRM/Contact Center Strategy and Tactical Services

Confidential

Responsibilities:

• Built market comparison documentation on contact center/CRM trends including knowledge management, analytics, VOIP, cloud computing, data migration, CRM, desktop, CTI, QA, and IVR
• Facilitated/Led JAD sessions and created output documentation for requirements sign-off
• Created framework and conducted interviews for Business Process Re-engineering sessions
• Provided insight and best practice comparisons regarding the development and delivery of Omni- channel contact center solutions across all vertical sectors
• Developed migration strategy from disparate premised based ACD/PBX/IVR call distribution systems to cloud based IP IVR/call intelligence using major vendors IVR/CTI solutions, while interconnecting Salesforce CRM
• Assessed current and developed future CRM/Contact Center vision in the in corporation and merger of multiple global financial services groups/departments
• Interfaced and coordinated project stakeholders, business leaders and I/T groups in the gathering and documentation of project requirements (Business Requirements Documents), developing overall scope, gap analysis and general project guidelines, including the development of traceability matrix, customer segmentation, user interface and metric analysis documentation
• Provided executive project leadership to large regional bank in the development of on-shore/off-shore contact center model and brick and mortar center build out
• Created multiple business and technical documents, including data mapping, call flow and user interface analysis, architectural design assistance, swim lane diagrams, RFI/RFP templates, and related grading scale, allowing for objective vendor scoring
• Successfully negotiated agreements (Statement of Work) with vendors with regards to terms and conditions of software, hardware, development, testing, maintenance, and management of multi-tenant contact center and Software as a Service solutions

Confidential

Principal Delivery Project Executive

Responsibilities:

• Led a team of 3 managers and 100 consultants in the strategy and delivery arm of the CRM/Contact Center division resulting in successful and sustaining practice with an average of 85% utilization
• Deep knowledge and over 15 years of experience in the implementation of various brands of contact center software products, such as Genesys, Cisco and Avaya while interfacing with CRM products
• Created department which was cross-sector skilled with heavy emphasis on increasing productivity through improvements in people, process, and technology
• Typically led PMO and was responsible for entire project delivery, health, and overall direction, while using SDLC methodology
• Vast technical experience allowed frequent on-site mentoring and hands on leadership to team, which provided opportunity to determine ‘pulse’ of engagements
• Typically interfaced directly with clients ‘C’ Level management team, which helped to increase visibility and ownership of successful projects
• Produced detailed documentation which provided return of investment (ROI) regarding tactical and strategic changes in people, process, and technology
• Mapped out deployment strategies with senior stakeholders in order to minimize departmental disruption during global infrastructural transition
• Assessed current contact center environment to measure baseline metrics, allowing clients to understand current state and pain points of operation
• Created data center distribution strategy, which decreased costs and improved efficiencies
• Managed contact center consultants in the scoping, development, testing, and deployment of enterprise applications to multiple client business units
• Interfaced with the company’s stakeholders and user community to develop successful roadmap strategies that increased IVR resolution, while decreasing call handling in centers and lowering overall operating costs

Confidential

Consultant/Project Manager

Responsibilities:

• Project Manager for installation, programming, and on-time completion of screen pop and call routing software project in multiple contact center environments.
• Coordinated additional contractors work schedule and deliverables
• Provided assessments for multiple divisions supported by contact center division
• Reviewed and recommended infrastructure purchases, based upon future volumes and expansion
• Provided additional programming assistance and mentoring to the contact center development group in their application development of interactive voice response programs

Confidential

Technical Director/Lead Programmer

Responsibilities:

• Managed department and allocated resources for deployment in the support of a multiple contact center environment
• Developed, tested, and maintained employee travel interactive voice response, which resolved 5-10% of the total call volume internally
• Programmed and maintained large IVR server farms for reservations centers and frequent flyer departments
• Lead developer of a graphical user interface employed for the airline’s reservation centers desktop computer system