PROFESSIONAL SUMMARY:

• Over 25 years of working in all areas of contact and call center including both technology and business areas.
• Project management following structured project planning methodology, including overall project scope, resources and budget
• Management experience with organizational policies and structure, governance, formulation of organizational structure, creating and meeting short - range and long-range objectives
• Proficient as a senior level call center architect bringing together all the technologies as a unified whole
• Technologies as Networks, PBX/ACD, IVR, Intelligent Routing (both Confidential and Genesys), Confidential, Work Force Management, Web integration and Quality Monitoring.

EXPERIENCE:

Confidential, Sacramento, CA

CALL CENTER TECHNOLOGY MANAGER

Responsibilities:

• Manager of companywide directive integration of web services and the call centers.
• Overall Manger of call centers fresh. Multiple project managers, vendors and managers as direct reports.
• Managing multi-tier, multi-track concurrent projects and products
• Chairperson of RFI and RFP decision panel
• Responsible for overall business strategy vision
• Coordination of IT and call center operations
• Hands-on manager of multiple technologies of multi-center call centers.
• Project management following structured project planning methodology, including overall project scope, resources and budget.
• Support of network, infrastructure, routing, workforce management, quality monitoring, reporting and data.
• Serve as the Call Center Architect and works specifically with Aspect eWorkforce, Avaya and Confidential ICM routing.
• Involved with CSR forecasting, scheduling and adherence.
• Lead multi-divisional teams to provide services to multiple call center support projects.

Environment: MS Project, Microsoft office suite, VISIO, Nuance/ScanSoft, VXML, Periphonics IS (Nortel VPS), Avaya 87X0, Confidential ICM routing and Confidential, AT&T, Aspect eWorkforce, Verint QA Systems

Confidential, Durham NC

TELECOM PROGRAM MANAGER

Responsibilities:

• Creation of in house reorganization of multiple departments to a unified product team.
• Creation of interdisciplinary department responsible for the issues of poor self service and mis-routing of calls.
• Organization of unifying program to coordinate stand alone projects in regards to
• Strategy
• Testing
• Process Rules
• Technology
• Merging of goals and metrics to align both Business and IT.
• Due to lack of organizational knowledge also had to mentor in regard as role as SME on related business requirements and data requirements.
• Created “Referee” department to proved governance on interdepartmental “Saturday night fights”
• Used business ROI and organization prioritization as decision tool

Environment: MS Project, Microsoft office suite, VISIO, Nuance 8.8/9.0, Gensys GVP IVR

Confidential, Ownings Mills, MD

IVR, Confidential ARCHITECT, TEST MANAGER

Responsibilities:

• IVR speech recognition project of after call customer survey from concept to implementation.
• Designed systems, Confidential interfaces across ACD, IVR, network, Genesys ERP routing, agent desk to final after call IVR. IVR application based on web architecture and Nuance speech recognition application.
• Led integration of teams across organization for design, integration and testing of application and call center services.
• Created business requirements and data requirements. SME for IVR usability, design call flows, redesign dialogue, conducted usability processes using UCD design standards.
• Stepped into testing manager position half way into project

Environment: MS Project, Microsoft office suite, VISIO, Nuance/Speechworks, VXML, Java/JSP, Gensys GVP IVR

Confidential, El Dorado Hills, CA

PRODUCT MANAGER

Responsibilities:

• Budgetary management and resource allocation.
• Managed 8 project managers and departments as well as vendor relationships
• Large component of risk management.
• Defining ROI for under developed and past projected due date project to continue funding
• Project management of IVR conversion from black box touch tone application to web architecture speech recognition application.
• Included SME for IVR usability, design call flows in regards to back checking vendor proposals.

Environment: MS Project, Microsoft office suite, VISIO, Nuance/Speechworks, VXML, Java/JSP, InterVoice IVR

Confidential, Springfield, MA

IVR ARCHITECT/PROJECT MANAGEMENT

Responsibilities:

• Initial bootstrap of project with presentations to C level sponsors for ROI in regards to business strategy.
• RFP of vendors, working with internal teams for requirement gathering and JAD sessions for requirements.
• Project management of individual application projects including overall project support, network project, infrastructure, and data.
• Created voice and telephony standards for new Mass Mutual voice recognition systems.
• Redesigned dialogue and documentation for IVR script using user centered design, Confidential, ACD messaging, Network routing and switching.
• Responsible for voice user interface design and speech hardware system designer on the voice recognition project within Mass Mutual.
• Provided dialogue, grammars and vocabulary using human factors research and standards and industry standards (TARP97, HFES-200).

Environment: MS Project, Microsoft office suite, VISIO, Nuance/ScanSoft, VXML, Periphonics IS (Nortel VPS)

Confidential, Walnut Creek, CA

CHIEF CALL CENTER ARCHITECT

Responsibilities:

• Reevaluated and restructured current call centers that are vendor managed.
• Converted to multi-vendor multi-site system from single site model.
• Created all new agent KPIs. Configure Siebel agent screens for transactional basis.
• Usability studies on IVR speech application and Siebel desktop CRM program.

Environment: Genesys 7.0, Genesys Voice Portal, Siebel, ScanSoft, MS Project, and VISIO

Confidential, Oakland, CA

CALL CENTER ARCHITECT/PROJECT MANAGER

Responsibilities:

• Responsible for the evaluation and redesign of the employee call service center.
• Rebuilt a call center from scratch including carrier, network, IVR, Confidential, routing, CRM, agent monitoring and quality management.
• Extensive business requirement gathering, report definition and agent KPIs.
• Project management of telephony process from RFP stage to implementation.
• Installation of new IVR on VXML environment. Intelligent routing with Genesys.
• New IXC carrier conversion, MCI to Qwest.
• Extensive eWorkforce management implementation. NICE call monitoring and screen capture. Knowlagent learning tool.

Environment: MS Project, Microsoft office suite, VISIO, Genesys 6.5, Genesys Voice Portal, Siemens, Aspect, NICE, Knowlagent

Confidential, Dulles VA

CALL CENTER ARCHITECT/PROJECT MANAGER

Responsibilities:

• Evaluation and routing redesign, of multi-continent call centers.
• Requirement gathering and analysis: Evaluated (discovery phase) current call center design with Avaya IP switches and Confidential ICM and work with internal clients to recreate and enhance the design for routing.
• Implemented ICM (GEOTEL) scripting and configuration.
• Integrated Confidential and telephony systems to internal web reporting system.

Environment: Confidential (Geotel) ICM 4.6, Avaya, Spring, Aspect, MS Project, Microsoft office suite, VISIO

Confidential, Dallas, TX

HUMAN FACTORS/IVR DEVELOPER

Responsibilities:

• Periphonics to Confidential ICM Event Interface design and programming.
• Provided redesign dialogue and vocabulary using human factors research, user center design (UCD) and standards and industry standards (TARP97).
• Redesigned documentation for IVR script.

Environment: VISIO, Periphonics, PeriPro, PeriStudio Confidential ICM

Confidential, Irving, TX

HUMAN FACTORS/IVR DESIGNER

Responsibilities:

• Voice user interface design and speech hardware system designer on the voice portal project within Verizon.
• Provided dialogue, grammars and vocabulary using human factors research and standards and industry standards (TARP97, HFES-200).
• Project management of individual application projects.
• Created voice and telephony standards for new Verizon voice recognition systems.
• Redesigned dialogue and documentation for IVR script using user centered design, Confidential, ACD messaging, Network routing and switching.
• Genesys Routing and IVR trouble resolution.

Environment: VISIO, WORD, Genesys 6.5 Confidential, TellMe, SpeechWorks, BBN, VXML, Periphonics IS (Nortel VPS)

Confidential

CALL CENTER ARCHITECT/PROJECT MANAGER

Responsibilities:

• Responsible for the evaluation and redesign of new and converted call centers.
• Consulted technical and business best practice standards for small call centers.
• Integrated technologies of catalogue sales and customer service call centers as desktop, email, Confidential and chat.
• Investigated agent KPI's for maximum call effectiveness for cost per call, customer satisfaction.
• Evaluated middleware of agent desktop for efficiency, reduction of time and agent retention. Reviewed call center reports for relevance.
• Lead discovery sessions with vendors, service providers and internal clients for future technology.
• Created current and future strategies for technical and business directions.
• ATT routing strategies and costs, PBX and Centrex routing, IVR programming and interfaces, voice and data network design.

Environment: Nortel Symposium, AT&T, Lucent G3, Aspect, MS Project, VISIO

Confidential

CHIEF CALL CENTER ARCHITECT

Responsibilities:

• Responsible for discovery, design, implementation phases for redesign of call center.
• Led discovery sessions with vendors, service providers and internal clients.
• RFP evaluation of multiple CRM and Confidential vendors.
• Created current and future strategies for technical and business directions. Extensive requirements gathering and analysis.
• Design and actual integration of multiple legacy and new systems.
• Prototyped various solutions in lab environment. Implemented Siebel on the agent's desktop.
• Provided Call center reporting and agent KPI's. Agent monitoring with Witness.
• ATT IXC routing strategies, PBX and Centrex routing, IVR programming and interfaces, voice and data network design.
• Confidential design, including call flows and desktop integration, with the Confidential ICM to Siebel.
• Extensive redesign of IVR system for customer usability using user center design principles. Included lab based usability study.

Environment: Confidential ICM, Siebel, Genesys Confidential, AT&T SS7, Lucent G3, Avaya E5 Centrex, Aspect, Intervoice-Brite, Witness, MS Project, VISIO, SQL database design.

Confidential

TECHNICAL ARCHITECT

Responsibilities:

• Wrote RFP for redesign of call center, evaluated vendors of hardware and software and created scoring matrix for client.
• Designed Confidential solutions including call flows for call routing strategies.
• Provided Cost Benefit analysis of vendor solutions and call solution configurations.

Environment: Confidential ICM, Genesys Confidential, Siebel, Clarify, Aspect, MS Project, VISIO, E.piphany

Confidential, Redwood Shores, CA

WIRELESS VOICE APPLICATION/SPEECH RECOGNITION ENGINEER/IMPLEMENTATION ENGINEER

Responsibilities:

• Designed voice applications from both technical and user interface, human factors, coded and implemented voice web applications that span multiple platforms such as IVR, mobile phone, and palm pilot for wireless applications.
• Developed proof in concept of new technology.
• Prototyped different solutions in lab and real time environments.
• Speech recognition and text to speech for web services. Implemented client applications in real time environment.
• Performed grammar tuning for large vocabulary applications.
• Created dialogue and human factor studies for maximal effectiveness of applications.

Environment: Nuance, Dialogic, Voice XML, VOX, WAP, Oracle, L and H RealSpeak, C, SQL, MS Project

Confidential, Walnut Creek, CA

HUMAN FACTORS/IVR DESIGNER

Responsibilities:

• Investigated usability of current customer service application using customer interaction records.
• Provided redesign dialogue and vocabulary using human factors research, user center design (UCD) and standards and industry standards (TARP97).
• Redesigned documentation for IVR script, Confidential, ACD messaging, Network routing and switching.

Environment: VISIO, WORD, Genesys Confidential

Confidential, San Jose, CA

SENIOR GEOTEL/ICM/DEVELOPER/DESIGNER

Responsibilities:

• Evaluated (discovery phase) current call center design with Avaya and work with internal clients to recreate and enhance the design for routing calls within the Confidential system for conversion to GeoTel/ICM platform.
• Integration of Confidential and telephony systems to internal web reporting system.
• Converted the entire Confidential technical response centers (Frontline, TRC, Customer Service) from Lucent (now Avaya) switching and routing to the GeoTel/ICM system.
• Project manage installation of hardware and network systems.
• Developed the configuration and scripts for new systems. Prototyped Confidential 's offering of Confidential for ICM.
• Provided redesign and redesign documentation for Call center reporting, Confidential, WebView, switching.

Environment: Confidential ICM, GeoTel, NT, SQL, Genesys Confidential API's, VISIO, MS Project, Avaya ASAI link, CenterView, CMS

Confidential, Phoenix, AZ

SENIOR CALL CENTER ANALYST ARCHITECT/PROJECT MANAGER

Responsibilities:

• Provided technical design and redesign documentation for call centers with Periphonics IVR, Genesys Confidential, Meridian One switching and various host interface systems including CICS, Oracle.
• Analysis of requirements to see if they were valid and current with redesign.
• Evaluated current call center design and documented current issues.
• Project manager and liaison for telephony group to external vendors and internal departmental customers. Integrated legacy systems with new technology.
• Project management of IVR process. Production support of current legacy telephony system. Call center reporting.
• Mentored IVR architecture and concepts to CHW staff.

Environment: PERIPRO, C, Oracle, Meridian Link, Meridian Max, CICS, VSAM, SOLARIS UNIX, TCP/IP, SQL, Genesys Confidential, VISIO, E.piphany, MS Project

Confidential, Overland Park, KS

SENIOR SYSTEM ANALYST/CALL CENTER DESIGNER

Responsibilities:

• Evaluated current voice IVR legacy system, Confidential and Confidential interfaces, documented current issues.
• Provided design and design documentation on migration to new platform and software as follows: Streamline current dataflow, redefine and implemented code for efficient program logic, Current static 3rd generation language to GNU 4th generation language, Report system from flat file record to database system and ad hoc record availability, Dynamic voice output, Production support of current legacy telephone payment system.
• Mentored IVR and Peripro architecture, human computer interface (HCI) concepts to Confidential Local technical staff.

Environment: VRAM, PERIPRO, C, 4GL, CICS, SQL, VSAM, SOLARIS UNIX, TCP/IP, ROLM, VISIO, E.piphany