Difference between revisions of "Résumé"

Revision as of 10:14, 10 August 2014

SUMMARY OF QUALIFICATIONS

Full pdf version of Ted's Resume

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:

Career Accomplishments

MetLife

Assistant Vice President – Customer Solutions Center

• Responsible for the design and implementation of initiatives to support MetLife's customer centricity journey; optimizing contact center operations in the areas of workforce management, reporting/business analytics, and call flow engineering. and improved call flow opportunities.

• Developed and deployed strategic investments 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 $4.4 million investment to transform call center reporting into business intelligence, and deliver reduced operating expenses of $7.97 million over 5 years (11.4% IRR). • Secured a $1.8 million investment to transform workforce management into a “Resource Optimization Center” (ROC). Investment will generate $2.3 million in hard savings over 5 years (13.8% IRR), and will recognize an additional $3.15 million in headcount avoidance while improve 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 are utilized optimally. Initiatives spanned 10 speech IVRs, 18 touch tone IVRs, the deployment of Avaya Call Back Assist, and the re-engineering of the use of the ACDs to maximize skill based routing.

Comcast Cable

• 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

• 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

• 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.