Difference between revisions of "Résumé"
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| 2013 – Present|| ||Atlanta & Bridgewater, NJ (Global) | | 2013 – Present|| ||Atlanta & Bridgewater, NJ (Global) | ||
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| − | * Developed and deployed strategic | + | * Led the optimization of contact centers by developing and advancing standards in the areas of workforce management, reporting & analytics, risk management, quality, learning & development, sourcing, and technology platform management. |
| − | + | * Expanded the US framework of operational standards to Japan, Mexico, and MetLife’s mid-market countries, advancing the maturity level of international contact center operations. | |
| − | * Secured a $1.8 million investment to transform workforce management into a “Resource Optimization Center” (ROC). | + | * Developed and deployed strategic reinvestments of $18 million to re-engineer customer service operations in the areas of workforce management, business intelligence, performance management, and telephony technology for MetLife’s Call Center Operations. |
| + | * Secured a $1.8 million investment to transform workforce management into a “Resource Optimization Center” (ROC). Investment generated over $2.3 million in hard savings over five years (13.8% IRR) and will recognize an additional $3.15 million in headcount avoidance while improving customer experience. | ||
| + | * Secured a $4.4 million investment to transform call center reporting into business intelligence and deliver reduced operating expenses of $7.97 million over five years (11.4% IRR). | ||
| + | * Leveraged contact center automation platforms to dramatically increase the efficiency of the contact centers while significantly reduce manual tasks, improving both agent engagement and customer experience. | ||
* Brought full transparency to the customer service organization by designing, deploying and managing a ROC Command Center. Center provides real-time health of operations visibility, supports maximizing workforce management efficiencies and reduces mean time to repair when managing incidents. | * Brought full transparency to the customer service organization by designing, deploying and managing a ROC Command Center. Center provides real-time health of operations visibility, supports maximizing workforce management efficiencies and reduces mean time to repair when managing incidents. | ||
| − | * Led multiple technology initiatives to ensure investments in MetLife’s telephony platform | + | * Led multiple technology initiatives to ensure investments in MetLife’s telephony platform were optimally utilized. Efforts span ten speech IVRs, 18 touch-tone IVRs, the deployment of Avaya Callback Assist, and the re-engineering of the telephony ACDs to maximize skill-based routing. |
===Comcast Cable=== | ===Comcast Cable=== | ||
Revision as of 06:45, 6 April 2019
Contents
SUMMARY OF QUALIFICATIONS
Full pdf version of Ted's Resume
| Contact Center Operations ~ Customer Care ~ Sales Management |
Senior Operations Executive with a demonstrated history of improving both profitability and customer experience for 85 contact centers processing over 350 million calls annually. Highly analytical, innovative, and organized with a history of developing effective service strategies for overcoming business challenges. Visionary leadership which transforms strategy into tactical execution, supported by measurable results.
Additional expertise in:
| · Contact Care Strategy | · Operations Management | · Technology Management |
| · Contact Center Optimization | · Performance Management | · Budgets and Cost Control |
| · Business Analysis and Models | · Continuous Process Improvement | · Workforce Management |
Career Accomplishments
MetLife
Vice President – Customer Solutions Center
| 2013 – Present | Atlanta & Bridgewater, NJ (Global) |
- Led the optimization of contact centers by developing and advancing standards in the areas of workforce management, reporting & analytics, risk management, quality, learning & development, sourcing, and technology platform management.
- Expanded the US framework of operational standards to Japan, Mexico, and MetLife’s mid-market countries, advancing the maturity level of international contact center operations.
- Developed and deployed strategic reinvestments of $18 million to re-engineer customer service operations in the areas of workforce management, business intelligence, performance management, and telephony technology for MetLife’s Call Center Operations.
- Secured a $1.8 million investment to transform workforce management into a “Resource Optimization Center” (ROC). Investment generated over $2.3 million in hard savings over five years (13.8% IRR) and will recognize an additional $3.15 million in headcount avoidance while improving customer experience.
- Secured a $4.4 million investment to transform call center reporting into business intelligence and deliver reduced operating expenses of $7.97 million over five years (11.4% IRR).
- Leveraged contact center automation platforms to dramatically increase the efficiency of the contact centers while significantly reduce manual tasks, improving both agent engagement and customer experience.
- Brought full transparency to the customer service organization by designing, deploying and managing a ROC Command Center. Center provides real-time health of operations visibility, supports maximizing workforce management efficiencies and reduces mean time to repair when managing incidents.
- Led multiple technology initiatives to ensure investments in MetLife’s telephony platform were optimally utilized. Efforts span ten speech IVRs, 18 touch-tone IVRs, the deployment of Avaya Callback Assist, and the re-engineering of the telephony ACDs to maximize skill-based routing.
Comcast Cable
Vice President – National Contact Center Operations
| 2007 – 2012 | Atlanta & Philadelphia (National) |
- Designed, deployed and managed the Comcast’s Resource Optimization Centers (ROCs). Strategic initiative to optimize resources & reduce costs for customer care operations. Full responsibility for developing the ROC program, including design, implementation, and daily operations:
- Constructed World-Class Command Centers with processes and tools to support 70 contact centers managing over 300 million calls annually.
- Developed ROC strategic and tactical operations playbook and implemented as the national standard.
- Leveraged technology to foster collaboration and provide transparency for enterprise contact center operational performance.
- Proposed and deployed multiple standardized strategic initiatives including consolidated workforce management and Interactive Voice Response (IVR) platforms.
- Developed national standardized Avaya skill-based routing system to enable enterprise-wide call sharing and advanced attribute routing.
- Deployed BBN Avoke Call Browser Analytics tool for identifying improved IVR and Contact Center opportunities for reduced handle time, increased deflection rates and improved call flow opportunities.
Cleartel Communications
Vice President – Customer Service and Contact Center Operations
| 2003 – April 2007 | Delray Beach, FL (National) |
- Played a key role in four acquisitions with responsibility for consolidating and integrating both offshore and onshore Contact Centers that involved:
- Conducting due diligence on contractual obligations for service departments prior to acquisition.
- Analyzing departments to determine areas for cost saving and process improvement.
- Developing strategic steps to ensure smooth and successful integration.
- Reduced live representative call volumes 40% by proposing, designing, and developing enhanced IVR flows and functionality for service and repair operations.
- Spearheaded redesign of the Network Operations Center (NOC) to enhance customer communications and decrease repair turnaround time.
- Improved performance management by defining key metrics and implementing a web-based dashboard to monitor customer service, repair, sales, network, and quality assurance programs.
- Ensured continuity of operations by leading a company-wide initiative to develop a hurricane preparation and disaster recovery plan.
Genuity / GTE-Internetworking
Director – Wholesale Sales
| 1998 – 2003 | Milwaukee & Boston (International) |
- Surpassed expectations and delivered $45 million in revenue for 2001 in by expertly managing inside sales.
- Enhanced monitoring and evaluation of program objectives and personnel performance by creating a metrics system for measuring calls, quotes, and closing deals.
- Expanded the wholesale offer to the Telecom Sales channel, developing all support systems and training.
- Contributed significantly to roll out of the wholesale access product to the Verizon Service Provider channel.
- Earned a President’s Club Award for achieving the highest ratio of sales to operating costs.
