Summary

• Executive Profile Call Contact Center Leadership Consumer Business Sales Support Managed Services Customer Service Management Project Management Implementation P L Responsibility
• Senior customer service and IT expert with over fifteen years of success in sales, network operations management and call center management. Slashes costs, improving customer service while increasing revenues, operating margins and market share. Communicates effectively with senior executives, staff, vendors and all internal and external stakeholders, building enduring and profitable relationships with business partners.
• Transforms inefficient and ineffective departments and groups into cohesive and dedicated teams that exceed organizational goals. Recruits and leads teams that constantly drive improvements in corporate performance. Directs technology and process improvements in demanding environments where functionality, scalability, adaptability and business growth are paramount. Expertise, skills and competencies include:
• Business Organizational Development Engineering IT Management
• Continuous Process Improvement Vendor Contract Management
• New Product Development Launch Business Continuity Disaster Planning
• Team Recruiting, Training, Leadership Mentoring Direction, Re-engineering of Mission Vision
• Career Synopsis

Confidential

Director, National Call Routing Contact Center Operations Development,

• Led a multi-center organization responsible for the planning, design, development and 24/7 operational support of all call routing facilities, self-service modules, VRU infrastructure, call recording and workforce management systems, and ACD technologies for all contact centers including outage and trouble isolation, communications, and resolution.
• Directed the management, administration, and technical support of Automatic Call Delivery ACD, systems that service call centers with over 20,000 agents. Provide client interface, requirements, implementation, support, IT interface, and change control for voice portal infrastructure for all lines of businesses within Verizon's Consumer Mass Business organization.
• Led the development of programs and initiatives designed to reduce call volumes, improve customer satisfaction, reduce time in the portals by improving self-service, reduce misdirects and transfers, reduce complaints, and reduce no-plays.
• Established and led a program management office that planned and implemented a unified call routing infrastructure completely on time, featuring an advanced, IP-based network with 175 virtual and physical locations, multiple lines of business, and over 18,000 agents, managing budget of 80 million.
• Delivered over 165 million in benefits, reduced maintenance costs 10 , and improved occupancy 5 through efficient call routing, the collapsing of six ACD technologies, and the elimination of multiple vendors.
• Reduced internal access costs 80 , reduced access numbers 90 , and improving customer satisfaction, established single number access to entire company 800-Verizon .
• Reduced monthly vendor costs 9 , saving 1.24 million and lowering vendor call volume 12 after conducting initial requirements gathering, changing technology solutions and seamlessly migrating call routing rules to a new platform allowing any call to go any place at any time.
• Saved 750,000 in work stoppage costs by leveraging the call routing network to send calls to an alternate site, establishing the new location and activating the entire system in just four weeks.
• Improved supervisors' capabilities to provide immediate feedback to consumer sales and service agents by listening to call recordings while at agent locations along with associated call metrics through the development of a tablet app to allow supervisors to manage their teams more effectively and provide immediate feedback to consumer sales and service agents.
• Eliminated 300,000 calls into the contact centers by improving self-service transactions 22 , collapsing the various technical support IVRs to one system and auditing the IVR trees to eliminate unnecessary branches.
• Reduced number of trouble tickets 17 through enhanced triaging processes that reduced MTTR 50 year-over-year.

Director, Consumer Sales Service Centers,

Confidential

• Led multi-contact center organization of over 1,000 employees responsible for driving consumer sales and improving service within the state of New Jersey with revenue of over 1.45 billion utilizing a range of telecommunication products. Led the strategic and tactical management of the call center operations and workforce management. Directed inside sales and door-to-door channels, billing, order fulfillment, and customer service functions.
• Improved service level objectives 18 while managing a 21 increase in call volume.
• Improved close rates to 13 above objective and offer rates 16 above objective through a disciplined set of processes, increased monthly observations and statistical analysis on no close issues.
• Exceeded sales targets of strategic products by over 100 .
• Improved net promoter scores 25 by creating a disciplined structure communications/analysis of customer service results.

Director, Enterprise Network Management Centers,

Confidential

• Led and developed a large multi-location field and network operations center organization of 300 employees providing nationwide technical support of converged technology services such as IP telephony, data networks, and managed services along with global configuration, installation, and maintenance support of data CPE, and outsourced help desk. Provided national support for voice CPE PBXs and billing operations.
• Managed P L of the data CPE business and directed revenue-generating aspects of the project management organization. Provided sales support via RFPs, customer presentations, and order administration. Managed and developed the divisional staff organization engaged in the overall support and analysis for all USA field teams.
• Improved MTTR 83 by collaborating with internal auditing, reviewing processes and baseline results within the organization. Realigned resources. Created a systematic program for evaluation Engineering Contribution Factor recognized as a best practice in the industry. Inspired team through consistent and constant communications and teambuilding to effectuate continued process improvement.
• Implemented and executed a comprehensive BCP/DR plan. Improved the remote clear rate over 15 .
• Reduced workforce 10 with no adverse effects on organizational performance.
• Led team that achieved ISO90001 and TL9000 certifications.
• Captured 49 million in revenue, exceeded target 40 , and improved operating margin 20 by developing and enhancing high-performance teams, establishing rapid communications and improving vision and focus.

Director, Enterprise Customer Service Executive Staff Support,

Confidential

• Established and communicated direction and monitored performance of the overall 10,000 employee Customer Service/Delivery organization serving all enterprise and business customers. Managed business continuity and contingency planning within the Enterprise organization including sales and marketing.
• Established the Business Continuity Plan BCP and Emergency Operations Center to manage network emergencies, natural disasters, and national situations.
• Created and delivered the kickoff meetings around the country for the management organization.
• Served as the interface to the finance and human resources organizations while managing a 700 million budget.
• Guided business unit through two disasters with no lapse in customer service.

Director, Large Business Service Centers,

Confidential

• Directed and developed a large multi-functional workforce engaged in the negotiation, provisioning, maintenance, and billing for enterprise customer accounts within New Jersey. Managed and created the Large Business Service Center staff organization engaged in the overall support and analysis for all the field teams across the country.
• Improved customer satisfaction results 11 in first year as measured by an independent organization.
• Significantly involved in the 9/11 restoration efforts, specifically the migration of large enterprise customers, i.e. financial institutions, from Manhattan to New Jersey within four days, allowing for Wall Street to be operational. Reopened for business on 9/17/01, only six days following the terrorist attacks.

Director, Complex Implementations,

Confidential

• Created new organization within Verizon's Data Solutions Group to manage and implement complex projects. Established the business plan, developed the process flows, and created the performance metrics.
• Generated 200 million in new contracts in six months.