Summary of Qualifications

Summary of Qualifications

·         Over 10 years of demonstrated success and progressive experience in managing key sub-functions of IT (Infrastructure, Applications Development, Customer Service & Support, Technical Support & Services, Governance, and Compliance) for Fortune 1000 companies, multinationals and large startups.

·         Over 10 years of demonstrated experience in design, architecture, deployment, and management of large enterprise national and global multi-level Call Center/Customer Service/Technical Support installations with a deep understanding of continuous improvement practices in Telecommunications, Call Center technologies, Process Engineering and solution development for  critical IT and Service operations.
·         Domain level experience in CRT Technologies, Service Lifecycle Design and Management in support of operations, Customer Experience, Success, and Satisfaction functions and its organizational structure to conceive, construct and advance business and technology solutions from infancy to viability.
·         Track record in building highly scalable global support & Service organizations focused on efficiency while achieving the highest levels of service to drive successful customer issue resolution with a goal of continuously improving customer experience, satisfaction, loyalty and retention.
·         Leadership experience with large, multinational firms, Fortune 1000 companies with practical exposure to systems that support sales and operations teams.
·         Experienced in implementation and execution of service strategies and programs engineered to continuously improve service delivery penetration and performance, driving customer experience, satisfaction and retention.
·         Demonstrated thought leadership around CRM, IT solutions, data Management, and Information Security for business critical processes.
·         Demonstrated success in developing and leading a high performance multi-level Global IT/CRM Service workforce and Professional Service teams.
·         Knowledgeable in quality control processes, adherence to Systems compliance and standards and Internal IT Audit processes.
·         A history of interaction with a Project Management Office (PMO), partnering with senior project managers and a track record of accomplishing project risk mitigation strategies.
·         Responsible for geographically-distributed teams with practical experience managing offshore contracting agreements and human resources.
·         Experienced writer with the ability to develop original materials including:  RFI, RFP, SOW, Marketing/Business/Functional Requirements, Process/Workflow Engineering and Continuous Improvement Strategies.
·         Leadership experience in Inbound and Outbound Contact/Call Center Solutions and Operations focused on Business Critical Processes and Programs including:
·         Service Portfolio/Catalogue Development & Implementation
o    Service Strategy (ITIL)
o    Service Catalogue and Definitions
o    Service Design
o    Service Operations & Delivery
o    Service Transition
o    SLAs
o    Reporting and Measurement
o    Continuous Improvements
o    Services Management
o    Problem Management
o    Incident Management
o    Resolution Management
o    Escalations
o    Service Level Management
o    KBMS
o    Performance Metrics Development and Management
       ·         Excellence in CRM/Client Success Functions
o    Experience Management
o    Interaction Management
o    Customer Adoption, Loyalty and Retention
o    Customer Advocacy, Insight and Intelligence
o    Client Services Management
o    Performance metrics development and management
      ·         Contact Center Implementation/Consolidation and Transformation
o    IT Infrastructure Requirements
o    Service Operations Requirements
o    Marketing Requirements Documentation
o    Business Requirements Documentation
o    Functional Specifications Requirements
o    Implementation/Consolidation/Transformation Plan
o    Traceability Matrix
o    QA & Testing
o    Deployment
      ·         Contact Center Operations Management
o    Legislative rules, regulations and corporate governance as it relates to Data Security & Management and Service Delivery
o    CTI - (integrating the phone channel to systems and tools to achieve corporate business initiatives)
o    Support Corporate Business Critical processes – Sales, Marketing, Finance, etc.)
o    Service/Support Process/Workflow (re) engineering, Integration and Management
o    Service Delivery Organizational Development
o    Infrastructure Operations (Capacity, Security, Business Continuity, Redundancy, Diversity, Demand Management, etc.)