Senior Consultant Resumi Profile, NJ

SUMMARY

Highly motivated, solutions focused professional with extensive experience of Call Center environment, required technologies and systems. Exceptional coaching, mentoring and training skills. Proven experience in managing teams, implementing projects and supporting culture change. Solid analytical skills and a detailed understanding of call center metrics and workforce management software
. Excellent verbal and written presentation skills
. Proven experience in project planning, coordination and implementation
. Ability to add analytical insight to projects to better serve customers and work within the business plan
. Well versed in Call Center metrics, analysis and best practices
. Keen ability to comprehend, analyze and interpret data to accurately develop forecasts and budgets
. Experience in proposal development and bid management

Confidential

Call Center Manager

Managed inbound call center for the largest ground transportation provider in Colorado, ensuring premium service delivery and excellent customer service. Tasks included creating, improving, and managing all process related to the resolution of guest related issues. Managed an international staff over over 75 reservations agents during the peak season. Worked extensively with the creation of management and sales reports reflecting the growth of the inside sales department. Worked extensively with Ayava technology, specifically CIS integrating IP, email and web based products

Confidential

Senior Consultant

Responsible for the business process that form a Customer Relationship Management strategy including, call center/customer interaction center, enterprise networks, marketing automation, on-line customer support, sales force automaton, and back/front-end office systems integration. Utilized my experience and industry knowledge to facilitate the design of solutions and to enable clients to develop customer contact strategies and business objectives. Experienced in proposal development and bid management and the ability to develop and validate the solutions value proposition. Project management experience to include sizing, scoping and scoping of new business opportunities, and complete life cycle implementation. Worked extensively with Avaya Interaction Center mulit-channel solutions, Nortel and Cisco. SIEBEL certified.

Confidential

Call Center Consultant

Responsible for the design and implementation of call center technology including IVR's, ACD's, CTI,call center application software including forecasting/scheduling systems, desktop applications, call center simulation . Responsible for the design and implementation of new call centers including site selection, facilities design, technology selection and network design. Extensive project management skills including P L selection, budget preparation, forecasting, staffing and scheduling. Worked extensively in Southeast Asia in the introduction, design and development of call center technology to the Philippine Long Distance Telephone Company.

Confidential

Telecommunications Man ager

Responsible for the planning, design, implementation and support of the British Airways voice network and systems in North America, South America and the Caribbean. Coordinated the installation of the AT T OC3 voice network and AT T 'Route-It' platform. Designed, implemented and installed the ASPECT call centers for North America. Managed Y2K compliance standards and integrity testing for North and South America. Managed the RFP process, contract negotiation and installation of the JFK terminal voice networks and equipment design. Directed the new AT T billing platform from VTNS to SDN One Net. Experience with SABRE reservations systems. Responsible for a telecommunications budget of 5.5 million

Confidential

Telecommunications Manager

Responsible for all aspects of telecommunications, project management and networking for 57 MACY S Northeast locations. Implemented the standardization of all software and hardware across all branch locations. Coordinated the installation of all PBX's and network equipment. Directed the implementation of the network upgrade from analog to digital. Wrote and implemented the RFP process currently being used as a standard across All Federated Divisions. Responsible for expense reduction of over 100K. Extensive experience with AT T, Lucent Technologies, and ROLM. Managed a staff of 17.

Confidential

Director of Telecommunications

Responsible for all telecommunications for 14 branch locations. Developed extensive T1 voice and data network. Coordinate4d all system installation, telco installations, moves, adds and changes. Implemented the installation of NEC NEAX 2400 system, ISOTEC ACD's. Developed call accounting and billing system. Extensive network and traffic analysis resulting in a 40 reduction in telecommunications costs. Responsible for a telecommunications budget of over 2 million.

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