SUMMARY:

• 20+ years in Project management and Application Development focused in the Contact Center arena.
• Experienced Project Manager in the Cross Functional space of technology that supports Customer Care operations in multi channel environments.
• Accomplished Analyst of business processes, process flows, technology operations and support operations of technology in the Business context.
• Key Contact Center Consultant for a very large insurance company with over 18, 000 retail locations, 300 service centers for auto accident review, and 250 different contact centers managing insurance products in all fifty states and Canada, it was imperative to coordinate not only the scheduling of resources, but also the announcement of changes, appointment hours for work (to not interfere with the business) and to ensure that there was comfort level at all of the agency offices of the changes that were underway. This was a long term, complex project lasting over 3 years. The improvement in the overall enterprise communication platform was credited with this change in handled calls for requests for quotes as well as requests for service.
• Earlier in career procured Microwave external equipment
• Oracle application Developer and System Manager
• 20 years experience in Enterprise Communications systems.
• Enterprise Requirements Capture/Process Design
• Change management planning
• Enterprise Communications Transformation
• ITIL Service Design and Lifecycle Management
• Change Management execution.
• Enterprise Communications Planning/Consolidation/Transformation
• Contact Center Requirements Capture
• Change Management planning
• Contact Center Process Design/Metrics & analysis/Program Mgmt
• Process Change management and publication
• ITIL Service Design and Lifecycle Management
• Scheduling management experience includes project plans, either Agile or Waterfall, with a heavy dependency on resources, task completion, and sequencing with respect to time.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Project Manager

Responsibilities:

• Successfully managed an $8 billion health care company from one IPT technology to another, on time, and within customer requirements.
• This included migration of business logic (Scripts) information and requirements capture, gateway ingress and operations migration, integration to a new reporting platform and integration to a new recording platform.
• Successfully managed integration of an outsourced IVR platform with an Enterprise Call Management platform. (This project was accomplished at 75% of fixed price estimated budget, which i Confidential eased overall net revenue by 30%)

Confidential

Project Manager

Responsibilities:

• Provided project management leadership on additional major client migrations and expansions. All delivered on schedule and under budget through the use of leveraging client resources and internal processes, as a part of the engagement management. The average of these engagements to Cisco was budgeted at $1.1 to $3.1 million USD.
• Responsible for the overall management of equipment and human resources for all data transport projects, which included procurement of all data equipment (routers/switches/fiber optic) and infrastructure daily operations.
• Utilized MS Project constantly throughout workday as primary communication tool.
• Used SAP as an ERP for payroll and contractor management needs.
• Managed the consolidation and platform upgrade for a major international service provider that affected over 200 different international companies. This work effort took place in 5 countries (3 in Europe, 1 In the US and one in Asia), which had to be coordinated with no loss of service to over 200 subscriber companies globally. Resources were 35, with a budget of $2.1 million USD.
• Managed the upgrade and consolidation of a Major health care provider that had operations in 50 states and 3 provinces of Canada. This included 31 Hospital facilities and over 50 Medical service centers as well as contact centers in 5 locations. This was a $3.1 million USD project that had high risk with the necessity of managing communications for 11 Poison Control Centers.

Confidential

Application Consultant

Responsibilities:

• Managed the consolidation of business applications in 247 data centers affecting 19,000 Franchise Insurance agency operations in 50 states.
• This included routing with respect to rules of agent licensing and insurance rules for each regulatory area.
• This was part of a $60 million USD engagement where the client was looking to totally rework their public image as moving from a Agency based company to a general insurance provider, with agents local to assist in any developed needs.
• The value to the client was estimated at $300 million USD in protected business and $80 million USD in net new business.
• Responsible for the overall management of equipment and human resources for all data transport projects, which included procurement of all data equipment (routers/switches/fiber optic) and infrastructure daily operations.
• Utilized MS Project constantly throughout workday as primary communication tool.
• Used SAP as an ERP for payroll and contractor management needs.

Confidential

IT Director

Responsibilities:

• Led strategic communications consulting teams to Avaya top 100 clients with a focus on alignment of the communications technology with needed improvements in Client relationships.
• Engaged with major clients in the Health Care industry to consolidate their rules and process engines to improve both contact efficiency and sales per contact for their insurance. The net improvement was @ 21 USD per call, with a total of $1.9 million Calls annually.
• Delivered consulting engagements for an international Delivery company that reduced their communications cost per transaction by $1.10 per call. This was for a call number of 2.9 million calls annually.
• Responsible for the overall management of equipment and human resources for all data transport projects, which included procurement of all data equipment (routers/switches/fiber optic) and infrastructure daily operations.
• Utilized MS Project constantly throughout workday as primary communication tool.
• Used SAP as an ERP for payroll and contractor management needs.