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Principal, Consulting Delivery Resume

SUMMARY:

  • Possess more than twenty (20) years experience leading and providing consulting and Project Management expertise on the implementation and redesign of large - contact center organizations to achieve aggressive business objectives.
  • Accomplished in leveraging process improvement and project management methodologies to improve quality, boost revenues, and reduce unnecessary expenses.
  • Highly proficient in both the operations and technical application of all elements of the Contact Center having specialized in CTI, ACD, Skills Based / Intelligent Routing, Universal Queuing, Outbound Dialing, IVR / speech redesign, Workforce Management, and others (listed below).
  • Offer extensive experience assisting Contact Center customers through in-depth assessment of their operations and technology environments producing detailed business requirements (e.g. process maps, calls flows, architectural diagrams, etc.), Cost versus Benefit Analysis, and an overall operations / technology improvement blueprint and strategy.
  • Well versed in process mapping, call flow construction, and requirements documentation.
  • In-depth knowledge of all leading Contact Center technology vendors (both hosted and premise-based), their capabilities, and “best fits” based upon client requirements.
  • Contact Center Operations / Technology Project and Program Management Process Improvement Business and Technical Requirements CTI ACD IVR / Speech Optimization BPO Outsourcing Financial / Data Analysis Procedure Development Cost/Benefit Analysis Strategic Planning Contact Center Operations Skills Based Routing Quality Management Workforce Management Outbound Dialing Architecture Universal Queuing System Selection and Implementation Vendor Management Contract Negotiations Budgeting and Planning

PROFESSIONAL HIGHLIGHTS:

Confidential

Principal, Consulting Delivery

Responsibilities:

  • Serve in the Project / Program Manager Capacity leading all aspects of Contact Center Technology deployments to include IVR, ACD, WFM, QA, Speech Analytics, and other related functionalities into both large and small Contact Center environments.
  • Complete operations and technology assessments resulting in the development of detailed business and technical requirements typically used to construct “Technology Optimization Roadmaps” and Requests for Proposals (“RFPs”).
  • Manage all aspects of the vendor selection and contracting process for clients on both technology selection and outsourcing of operations to either on/off-shore third party providers.
  • Perform evaluations of client contact center environments to identify opportunity areas that will result in sizeable expense reductions, improved operational efficiencies, and increased customer satisfaction.
  • Direct performance improvement consulting engagements within client contact center environments. Typical projects include Outbound Dialing campaign design and execution, Workforce Management (“WFM”) redesign, Interactive Voice Response (“IVR”) redesign (DTMF and Speech), Average Handle Time (“AHT”) reduction, Key Performance Indicator (“KPI”) attainment through Outlier Management, and others.
  • Lead Program and Project Management that specializes in management of large-scale contact center technology implementations and reengineering efforts for client companies.

Confidential

Director, Technology Services

Responsibilities:

  • Lead in-depth assessments of Fortune 500 contact centers to identify opportunities for significant expense reduction, revenue generation, and/or customer satisfaction improvements.
  • Design and present findings and recommendations to executive management securing approval to move forward with large-scale reengineering projects.
  • Create detailed Cost Benefit Analysis and Deployment Roadmaps that clearly illustrates sequence, timing, and overall anticipated financial results of implementing improvement recommendations.
  • Provide Subject Matter Expertise to clients on all elements of their contact centers including technology (PBX, ACD / call routing, Speech and DTMF IVR, Outbound Dialing, knowledge management), people (recruiting, incentives, motivation), and process (Workforce Management, AHT, Quality, CSAT, metrics).
  • Direct execution of process reengineering projects managing all aspects of the client relationship and attainment of project objectives.
  • Develop contact center, client management, and overall communication skills of other consultants to improve their execution ability and overall abilities to work with clients.
  • Directed selection and deployment of an Outbound Dialing application for a large US Moving and Storage company. Managed deployment of new outbound organization, campaigns, and management processes resulting in approximately$4 million in net annual incremental revenue.
  • Redesigned a speech-based IVR application for a major US airline that resulted in a sizeable increase in overall customer self-service and satisfaction rates along with improved call routing accuracy for a 5000+ agent system.
  • Designed and executed an Outlier Management program that resulted in a 20% overall reduction in AHT and $6 million in net annual expenses for another major US airline over a six (6) month period.
  • Created and implemented a new Workforce Management organization and processes for a large retail organization resulting in sizeable operational efficiencies and approximately $3 million in annual expense reduction.
  • Redesigned and implemented a complex IVR application for a major US Moving and Storing company resulting in improved call routing accuracy, increased customer satisfaction, and approximately $2.5 million in annual expense reduction.
  • Constructed the three-year contact center strategy for a major West Coast municipality that is anticipated to result in more than $10 million in expense reduction while significantly increasing overall customer satisfaction.

Confidential

Senior Consulting Manager

Responsibilities:

  • Lead in-depth assessments of Fortune 500 contact centers to identify opportunities for significant expense reduction, revenue generation, and/or customer satisfaction (“CSAT”) improvements.
  • Design and present findings and recommendations to executive management securing approval to move forward with large-scale reengineering projects.
  • Create detailed Cost Benefit Analysis (“CBA”) and Deployment Roadmaps that clearly illustrates sequence, timing, and overall anticipated financial results of implementing improvement recommendations.
  • Provide Subject Matter Expertise to clients on all elements of their contact centers including technology (PBX, ACD / call routing, Speech and DTMF IVR, Outbound Dialing, knowledge management), people (recruiting, incentives, motivation), and process.
  • Direct execution of process reengineering projects managing all aspects of the client relationship and attainment of project objectives.
  • Develop contact center, client management, and overall communication skills of other consultants to improve their execution ability and overall abilities to work with clients.
  • Provided primary Voice User Interface design expertise and functioned as program manager for the redesign and implementation of two (2) major speech-based IVR applications, one for a large banking client and the other for a major US shipping organization.
  • Developed and sold PMO scoping engagement, IVR analysis, Workforce Management diagnostic, and PMO Management engagements worth more than $2 million in first six months of employment.
  • Managed three teams of four consultants to deliver PMO, IVR, and WFM engagements under budget and on schedule.
  • Optimized client’s program of disparate people, process, and technology projects to reduce 25 projects with an NPV of $26 million to six projects with an NPV or $27 million.
  • Negotiated and managed deployment of four IVR optimization projects responsible for more than $6 million in consulting revenue and $30 million in net five-year impact to the client.
  • Conducted an assessment of a large retail client’s Consumer Affairs contact center and recommended centralization and standardization of process expected to result in more than $10 million in savings.
  • Designed and directed an operational efficiency assessment of three multi-site contact center operations resulting in the identification of significant savings, scalability, and customer experience improvements.

Confidential

Assistant Vice President

Responsibilities:

  • Designed and executed the business and technology strategy for the organization’s contact center distribution channels while also serving as head of the Business Innovation and Project Management units.
  • Maintained complete Profit & Loss responsibility for the contact center unit while serving as an internal consultant evaluating business processes and efficiencies throughout the entire organization.
  • Directed all resources to achieve the overall business plan while developing personnel to ensure optimal performance and professional growth.
  • Deployed Automated Dialing (Predictive, Preview, etc.) functionality within two outbound contact centers to improve contact rates on both sales and customer retention programs.
  • Implemented new speech-based Interactive Voice Response Systems (“IVRs”) that improved external customer adoption by more than 75% and internal (agent and employee) adoption by approximately 50%.
  • Designed and executed a contact center consolidation initiative that centralized 12 enterprise sites into a single highly efficient contact center responsible for $10 million in net five year savings.
  • Sponsored and served as key executive decision-maker in the identification, selection, and implementation of a new telephony suite for the contact center that enabled optimal execution of the operational strategy. Regularly asked to speak to industry groups regarding implementation and experience with this system.
  • Spearheaded the program design and execution of a Knowledge Management initiative that enabled all company Standard Operating Procedures (“SOPs”) to be consolidated into a single electronic repository searchable by CSRs at “conversation speed”.
  • Conceived and implemented Multi-Media Blending within several Lines of Business improving Confidential productivity by more than 35% through the universal queuing of voice, email, web-chat, fax, and white mail customer interactions.
  • Conceptualized and executed a Workforce Management optimization initiative that significantly improved schedule adherence and reduced agent availability by approximately 15%.
  • Developed contact center strategies for three organizations acquired by the organization.
  • Strategies included design of all people, process, and technology components to ensure optimal execution of customer care strategies.
  • Designed and managed a new contact center providing sales and service support for a 1,700 agent field distribution channel.
  • Successfully spun off a new company providing third party fulfillment functions to other insurance companies using the same fulfillment infrastructure referenced above.
  • Developed and deployed the overall operational strategy for the new organization.

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