SUMMARY

Business professional with significant experience in the Call Center (CRM, CTI,
WFM, IVR), Telecom, VoIP, Consulting and Healthcare areas. I have superior, wel
l rounded strategy, problem solving, leadership, communication and issue resolut
ion skills. Since I have extensive experience as an end user, vendor and consul
tant, I understand the cause and effect of changes with people, process and tech
nology. Specific expertise:
Leadership (practice/business development, mentoring 27 associates, hiring/termi
nations)
Assessment (business requirements, define proposed next steps, benefits, best pr
actices)
Program/Project Management (vendors, client, technology, budget, project plan, n
egotiations)
Business Plan (strategy, development and execution)
Sales/Marketing (consistently achieved Presidents Club and/or Practice goals)
Call Center Optimization (people, process & technology, insourcing/outsourcing,
managed multiple sites with over 500 agents)
International Experience (strategic direction, call center, technology, contract
negotiation)
Technology (assessment, strategic plan, business req, gap analysis, design, road
map, RFP, selection, implementation, optimization including Genesys, Cisco, Nort
el, Avaya, eLoyalty)
ACHIEVEMENTS
Leadership
* Responsible for joint leadership of the Call Center (CTI, WFM, IVR), CRM, Tele
com Practice of a midrange HealthCare focused consulting firm:
- development and mentoring of 27 associates.
- sales of $5M in revenue plus management of Practice Business Plan.
- bench utilization.
- quality assurance of project deliverables, client satisfaction.
- hiring/terminations, annual reviews, project reviews, coaching.
- development of Practice Business strategy, goals, objections and direction.
* Developed and managed two call centers simultaneously:
- Redesigned/optimized an existing 150+ seat regional call center that was overs
taffed with undefined goals & objectives, no accountability, daily 50% abandonme
nt rate to a productive, efficiently staffed, .05% abandonment rate within 4 mon
ths.
- Developed a 60+ seat overflow call center, that supported 4 call centers in th
e U.S., within 9 months, including site selection, future roadmap, technology (V
PN, WFM), goals & objectives, hiring/staffing, training, management, internal ed
ucation and facilities.
* Managed & supported technology for 14 call centers (5-U.S. and 9-Europe/Austra
lia).
Program/Project Management
* Managed and supported several projects for a global pharma company. These pro
jects included:
o Defining a virtual (universal agent) call center design including future roadm
ap for three call centers located in the U.S. Also, managed service level from
60% to high 90%.
o Managed implementation of Nortel solution for two sites located in Santa Barba
ra, CA. This solution supported telecom and call center requirements for these
sites along with global requirements for networking voice, messaging and call ce
nters. There were 400 users and 5 call centers at these sites. Implementatio
n included system design, training, communication to end user and stakeholders,
new telco and two new call centers.
o Migration of Nortel Meridian Mail voicemail systems with CallPilot messaging s
ystems due to end of life requirements. Migration included call center menuing
and announcements, mailboxes, system distribution lists, personal distribution l
ists, messages, communication to management and end users, etc.
o Assisted with design and implementation of SAP CRM project. Implementation in
cluded CRM along with Genesys Work Force Management and CTI, QA Recording (eLoya
lty) and scripting.
o Developed automated call center report for the 3 U.S. call centers including 9
call center groups.
o These projects included federal required system validation and documentation.
* Managed and defined business requirements for a division of a large multi mill
ion dollar finance company. Through a business assessment it was determined tha
t the division needed a virtual call center solution that would support 4 call c
enter sites in different time zones, 1600 branches and 12,000 remote agents. Th
is Virtual Call Center vision included virtual call routing, CTI, CRM, WFM, virt
ual management reporting & messaging, web integration, wireless and an IP soluti
on out to remote agents. Project included initial due diligence to define busin
ess requirements and process to obtain executive approval of vision & budget, de
velopment of RFP, comparison scoring matrix, management of RFP process including
response analysis, vendor & client selection team communication, vendor elimina
tion process, vendor orals & final selection. Reviewed Cisco, Genesys, Avaya, N
ortel and Aspect offerings.
* Project managed the TCPA project for a large, national telemarketing company.
The project goal was to ensure that their 38 PBX sites and 1600 branches were co
mpliant with the new telemarketing legislation requirements that were required b
y 1/29/04. The project involved 8 business areas within the company, carriers a
cross the U.S. and vendors.
* Project managed the separation of the voice and data network and PBX for a Wor
ld Series winning, major league baseball team from an international entertainmen
t company after the team was sold. The project included RFP's, vendor selection
, contract negotiations with SLA's, implementation, cutover and documentation.
* Negotiated global voice, data and wireless contracts saving approx. $500K a ye
ar including terms for per minute pricing for 800 numbers, dedicated, switched,
T1 access, International & U.S. dialing, monthly recurring charges, installation
& guaranteed service levels (SLA's).
* Managed and completed the development and design of a start up .com web enable
d contact center, including business requirements development, RFP, vendor recom
mendation, selection and contract negotiation for the contact center, CRM applic
ation, CTI, WFM and IVR. JAD sessions were conducted to develop and document te
chnology, feature functionality design and web integration, along with responsib
le vendor and timeline detail.
* Designed and managed the first implementation of VPN (Virtual Private Network)
in the U.S. Client's goal was to answer calls in less than 6 seconds and delig
ht the customer. This provided an effective, cost efficient solution for meetin
g these goals without over staffing.
* Relocated/consolidated several facilities (including global corporate & 2 call
centers) into one site which supported approximately 750 employees. Project wa
s completed in 3 phases over a 3 month time period with no interruption of featu
re functionality or service.
* Assessed and developed a time-sensitive, process flow for the implementation o
f a 10,000 line phone enterprise system: data collection, input, verification, e
nd user sign off, telco ordering, cabling, terminations, voicemail, QA testing,
cutover, help desk and inservice. Result was the development of a project plan
that managed the daily tasks of 4 vendors and the client for a successful implem
entation.
* Completed a call center assessment for a HealthCare Triage and Physician's Ans
wering organization that reviewed and provided documentation and solutions for c
all center operations, processes, training scheduling, objectives, technology, s
trategic planning and marketing for improved optimization and competitive edge.
PROFESSIONAL EXPERIENCE
CG Consulting Services, Inc. Independent Consultant 2001 - current
First Consulting Group (FCG) Director, Call Center, CRM, Telecom Practice 1998 -
2001
Viking Office Products Director, Call Center Technology 1996 - 1998
Business Solutions Group Independent Consultant 1993 - 1996
ROLM/Siemens Major Accounts Sales Representative 1990 - 1993
Northern Telecom Major Accounts Sales Representative 1985 - 1990
(aka: PTMS & PTIS) Customer Service Representative
Design and Implementation 1983 - 1985
PROFESSIONAL AFFILIATIONS
Nortel Networks - Consultant Liaison Program
Avaya Communications - Consultant Liaison Program
Siemens - Consultant Liaison Program
Cisco - Consultant Liaison Program
Genesys - Consultant Liaison Program
EDUCATION
MBA with Telecommunications emphasis - In process
BS, Liberal Studies - San Diego State University
CERTIFICATIONS
Northern Telecom SL-1 X11 Data Base Management
Northern Telecom SL-1 X11 Familiarization
Basic Sales Training
Domestic Violence State Certification
AWARDS
International Who's Who - Call Center
Ingram Micro's Gotcha Award for Outstanding Performance
PacTel Meridian Systems (formerly Northern Telecom) President's Club (2 consecut
ive years)
PacTel Info Systems (formerly Northern Telecom) President's Club
Northern Telecom President's Club (3 consecutive years)
PacTel Meridian Systems (formerly Northern Telecom) Triple Crown Sweepstakes Win
ner
PacTel Meridian Systems (formerly Northern Telecom) Largest Installed Base Upgra
de Contract
Paul Harris Fellowship Award - Rotary Foundation of Rotary International
Laura's House - Volunteer of the Month (August 2001)
Laura's House - Volunteer of the Month (February 2002)
Laura's House - Volunteer of the Month (April 2002)