SUMMARY:
A project manager with seven years of experience and a solid reputation for productivity, complex problem resolution and professionalism while providing project leadership to cross-functional teams consisting of members from key business and technical functions. Extensive experience in all aspects of Call Center Technology Systems, IVR, Networking and Call Routing projects with a focus on the customer experience.

PROVEN ABILITY AND RESULTS:

Project Management

• Developed and managed technical and business requirements and project plans for cross- functional business and technology teams from project initiation to project completion.
• Successfully managed multiple call center technology projects simultaneously including start-up, restructure, change management, process improvement and outsourcing with a clear focus on meeting tight deadlines and on budget.
• Proven ability to convert end-user needs into technology requirements and manage deliverables through the project management process.
• Experienced in risk assessment, cost justification, budget and constraint project management process.
• Experience in managing call center projects in Cisco call routing, Cisco and Nortel IVR, Avaya, Nortel and Aspect PBX and Dialers, Total View IEX workforce management systems and NICE and Witness call recording systems.
• Created IVR call flows resulting in improved project management, call routing design and management and communication with business owners.
• Redesigned IVR prompts for improved customer experience. Resulted in improved verbiage for customer understanding, improved navigation in the IVR, customers spending less time in the IVR and the ability to reach a call center agent.
• Managed daily multiple change requests through prioritization processes, coding, testing, and implementation. Analyzed and reported on the business impacts of change requests to ensure a positive outcome.
• Supported technology projects (voice, data and real-time), problem resolution and disaster recovery for 1,000+ business agents nationally.
• Successfully created a positive team atmosphere by providing positive feedback and ensuring team members are recognized for their efforts toward the end goal.
• Led efficient project meetings by ensuring all paperwork and project management systems are updated as required.

Customer Experience First Call Resolution

• Created the development strategy for analysis of First Call Resolution creating an efficient process for team members to unite and identify customer satisfaction areas of improvement.
• Developed presentations and provided executive updates on First Call Resolution team findings and project updates to ensure open lines of communication across all levels of management and across multiple business functions.
• Provided support in business and technical functions to document, analyze and lead improvement initiatives for improved customer satisfaction. Resulted in short term and long term goal definition, project initiation and implementation and tracking initiative results in monthly management reports.
• Leveraged extensive call center technology knowledge and data analysis expertise to support recommendations to executives with PBX, IVR and call routing enhancements.
• Success in the reduction of transfers through analysis of agent calls, PBX and IVR systems and reports development. The analysis drove the need for a redesign of the transfer process across the organization to reduce and manage the high number of internal and external transfers. Project resulted in fewer customer transfers increasing customer satisfaction scores and company savings of $300k annually.
• Successfully developed and implemented the “One and Done” strategy across the Sprint organization to improve the customer experience through reduced customer transfers and increased agent knowledge and accountability to help the customer on the first call. Fewer customer call backs resulted in company savings of $200k+ annually.
• Built relationships with call center management teams that resulted in trust and smooth transitions of new processes and technology project acceptance.

Customer Relationship Manager

• Managed positive customer relationships between Allegiant Networks and enterprise customers to ensure the customers utilize the available efficiencies, features and derive benefits from the products purchased.
• Added value to the overall equipment sales process to ensure customer satisfaction on the implementation and delivery of products sold.
• Utilized troubleshooting skills to assist resolving customer technology and call routing issues. Provided status on work in progress and next steps through issue resolution and testing.
• Face to face communication with customers and proactively documented and took action on customer needs. Documented future growth potential to target up-sell opportunities, business and technology issue resolution to improve the customer experience.

Problem Solving & Analysis

• Provided on call support 24x7 as the first point of contact for the Sprint business call centers to identify initial issues and coordinate the technology team to minimize downtime and document root cause analysis of all issues.
• Created and implemented disaster recovery plans resulting in minimized customer impacts during call center outages.
• Proven ability to analyze reports and identify areas of improvement in technology and processes to creatively resolve issues.
• Analyzed and researched issues reported before creating undue urgency by the Information Technology team. Diagnosed issues reported by call center teams through first-level support to minimize technician dispatches.

System Design Engineer

• Designed Nortel Option 11 81 telecommunication systems. Met with all levels of management to design office and call center systems to meet the needs of the customer.
• Successfully translate technology verbiage to layman terms to ensure telecommunications understanding across all levels of the business.
• Redesigned the end-user training materials on all Nortel products sold and implemented to gain efficiencies and effectiveness in the customer training classes. Provided customer training on Nortel products.
• Provided Avaya and Cisco support to the lead technician on large installations for problem resolution and to ensure project integrity.

System Sales and Service

• Exceeded annual sales quota of $500k in inside sales and earned Presidents Club designation twice. Product line sold included but was not limited to Nortel Key Systems and Voice Mail, Centrex Applications, Maintenance and Sprint Long Distance products.
• Successful call center agent for Sprint Local learning all aspects of local services including but not limited to POTS lines, DID, T1, Point to Point Circuits, Long Distance, etc. Handled high call volume and entered service orders accurately and efficiently.

EXPERIENCE:

Confidential, Kansas City, MO, 2008 - 2009

• IT Project Management - Contractor (6 month IT Project Management)

Confidential, Olathe Kansas, 2008

• PARA Educator Part Time assistance with special needs children

Confidential,Lenexa, KS, 2007 2008

• Customer Relationship Manager

Confidential, Overland Park, KS, 1989 - 2007

• Project/Program Manager, 2000 - 2007
• Systems Design Engineer, 1995 - 2000
• Systems Sales and Service, 1989 - 1995

EDUCATION:
BS, Management

INTERESTS :
Active member of multiple Church Organizations (e.g., Catholic Charities, Christian Fellowship, etc.).
Center for Foodborne Illness (i.e., Lobby Senate, Manage Blog exchanges, Newsletter contributor, etc.).