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==SUMMARY OF QUALIFICATIONS== | ==SUMMARY OF QUALIFICATIONS== | ||
| − | Full pdf version of [http://www.tedvlango.com/Ted_Lango_Resume.pdf Ted's Resume] | + | Full pdf version of [http://www.tedvlango.com/Ted_Lango_Resume.pdf Ted's Resume] |
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{| {{table}} | {| {{table}} | ||
| − | | '''Contact Center Operations ~ | + | | '''Contact Center Operations ~ Workforce Management ~ Digital Transformation''' |||| |
|} | |} | ||
| − | Senior | + | Senior operations executive with '''20+ years of experience''' leading '''large-scale transformations''' across contact centers, shared services, and enterprise operations. Recognized as a thought leader and change agent, driving innovative strategies that balance customer (CX) and employee experience with operational efficiency and cost control. Proven success managing '''85+ contact centers''', handling '''400M interactions annually''', and integrating '''innovative solutions''' to deliver measurable outcomes and operational excellence at scale. |
Additional expertise in: | Additional expertise in: | ||
{| {{table}} | {| {{table}} | ||
| − | | · | + | | · Transformation & Operational Leadership||· Workforce & Performance Management||· Technology & Process Automation |
|- | |- | ||
| − | | · | + | | · Customer & Employee Experience||· Business Analytics & Forecasting||· Budget Optimization & Cost Control |
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|} | |} | ||
==Career Accomplishments== | ==Career Accomplishments== | ||
| − | === | + | ===Intradiem=== |
| + | <b>Senior Vice President – Strategy & Business Enablement</b><br> | ||
| + | {| {{table}} | ||
| + | | 2022 – Present|| ||Fort Lauderdale, FL | ||
| + | |} | ||
| + | * '''Industry Innovation & Product Strategy:''' Leveraged 20 years of operational experience in contact centers to identify unmet industry needs and guide the development of ML-based attrition prediction models and queuing automation solutions. Aligned product innovation with the evolving demands of modern multi-channel operations, ensuring solutions addressed real-world challenges. | ||
| + | * '''Risk Assessment & Strategic Consulting:''' Spearheaded the design and execution of a workforce maturity model to assess capacity planning, simulation, employee engagement, and risk management. Delivered high impact strategies to eliminate operational gaps, mitigate burnout, and align workforce practices with business objectives. | ||
| + | * '''Community Leadership:''' Founded WFM Labs, a collaborative community with 1,000+ members, driving the development of open-source tools such as Monte Carlo simulators, forecast accuracy models, and maturity assessments. Led initiatives to reimagine contact center operations through next-generation frameworks and thought leadership. | ||
| + | * '''Client Engagement & Market Leadership:''' Partnered with Fortune 500 clients to align automation solutions with operational challenges. Contributed to Intradiem's Forefront Executive Council, leading discussions on AI and automation trends, and presented operational strategies to leaders at Allstate, Humana, Synchrony, and TD Bank. | ||
| + | * '''Academic Research & Model Design:''' Authored the Erlang-O paper to address limitations in traditional workforce management models and introduce new methods to account for variability, volatility, and operational efficiency. Shared insights at industry events and publications, advancing WFM knowledge and adoption. | ||
| + | |||
| + | ===MetLife=== | ||
<b>Vice President – Global Customer Solutions</b><br> | <b>Vice President – Global Customer Solutions</b><br> | ||
{| {{table}} | {| {{table}} | ||
| − | | 2013 – | + | | 2013 – 2022|| ||Atlanta & Bridgewater, NJ (Global) |
|} | |} | ||
| − | * | + | * '''Optimized Global Contact Centers:''' Developed and advanced standards across workforce management (WFM), analytics, risk management, quality, learning & development, sourcing, and technology platform management. |
| − | * | + | * '''Global Head of Workforce Planning:''' Led shared services operations and drove the global adoption of WFM standards, including a year-long engagement in Japan to implement a modern WFM platform and improve planning, forecasting, and resource management across international markets. |
| − | * | + | * '''Strategic Reinvestments:''' Led $18 million in strategic reinvestments to re-engineer WFM operations, business intelligence, performance management, and telephony technology, driving operational transformation and efficiency. |
| − | * | + | * '''Workforce Optimization & Command Center Excellence:''' Launched the Resource Optimization Center (ROC), advancing MetLife's WFM maturity by integrating real-time automation and optimizing training, coaching, and development activities—delivering a 300% ROI and increasing employee engagement. Recognized by JD Power for Best in Class WFM practices. |
| − | * Secured | + | * '''Business Intelligence & Technology Optimization:''' Secured investments to transition from traditional reporting to business intelligence tools, reducing operational expenses and driving better decision-making. Led initiatives to optimize telephony platforms, including speech and touch-tone IVRs, Avaya Callback Assist, and ACD re-engineering for skill-based routing. |
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| − | ===Comcast | + | ===Comcast=== |
<b>Vice President – National Contact Center Operations</b><br> | <b>Vice President – National Contact Center Operations</b><br> | ||
{| {{table}} | {| {{table}} | ||
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| − | * | + | * '''Strategic Budget Management:''' Directed reductions within a $1.8B budget, achieving $20 million in annual savings by consolidating the national IVR platform and maximizing self-service utilization. Reduced third-party vendor costs by $15 million through IP agents, pooled resources, and self-invoicing strategies. |
| − | + | * '''Operational Excellence Across Nationwide Centers:''' Managed 70 internal centers, eight outsourced partners, and 28,000 agents, improving staffing efficiency by 5% through enhanced workforce utilization and dynamic resource planning. Designed and launched the Southern Division Resource Optimization Center (ROC) to drive efficiency across 20 centers and three outsourced partners. | |
| − | + | * '''Command Center Deployment and Governance:''' Deployed and managed four command centers staffed with 290 WFM professionals, providing real-time operational visibility. Implemented governance tools and standards to maintain performance across centers processing 300 million calls annually. Developed a strategic roadmap to capture $50 million in savings through workforce consolidation and virtualized call sharing. | |
| − | * | + | * '''Technology and Routing Optimization:''' Led technology initiatives to re-engineer call routing schemes, enhancing resource allocation and improving service levels. Collaborated with vendors to deploy scalable solutions aligned with evolving needs. |
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===Cleartel Communications=== | ===Cleartel Communications=== | ||
| − | <b>Vice President – | + | <b>Vice President – Contact Center Operations</b><br> |
{| {{table}} | {| {{table}} | ||
| − | | 2003 – | + | | 2003 – 2007|| ||Delray Beach, FL (National) |
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| − | === | + | * '''Acquisition Integration:''' Managed the integration of four CLEC acquisitions, consolidating offshore and onshore contact centers to streamline operations. |
| − | + | * '''Cost Optimization:''' Reduced labor expenses through optimized forecasting and staffing models. | |
| + | * '''IVR Optimization:''' Achieved a 40% reduction in live agent call volumes within the prepaid product line. | ||
| + | * '''Productivity Improvement:''' Increased agent productivity by 20% annually through the implementation of a key performance metrics program. | ||
| + | * '''Employee Retention:''' Reduced employee turnover by 35% through improved hiring practices. | ||
| + | * '''Operational Efficiency:''' Lowered mean time to repair (MTTR) by 20% through a comprehensive redesign of the NOC. | ||
| + | |||
| + | ==Education== | ||
{| {{table}} | {| {{table}} | ||
| − | | | + | | '''University of Wisconsin, Milwaukee, Wisconsin'''|| ||Bachelor of Business Administration, Major in Finance (1987) |
| + | |- | ||
| + | | '''Purdue University, West Lafayette, Indiana'''|| ||Undergraduate Coursework in Physics and Business (1982-1985) | ||
|} | |} | ||
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Latest revision as of 09:55, 23 October 2024
Contents
SUMMARY OF QUALIFICATIONS
Full pdf version of Ted's Resume
| Contact Center Operations ~ Workforce Management ~ Digital Transformation |
Senior operations executive with 20+ years of experience leading large-scale transformations across contact centers, shared services, and enterprise operations. Recognized as a thought leader and change agent, driving innovative strategies that balance customer (CX) and employee experience with operational efficiency and cost control. Proven success managing 85+ contact centers, handling 400M interactions annually, and integrating innovative solutions to deliver measurable outcomes and operational excellence at scale.
Additional expertise in:
| · Transformation & Operational Leadership | · Workforce & Performance Management | · Technology & Process Automation |
| · Customer & Employee Experience | · Business Analytics & Forecasting | · Budget Optimization & Cost Control |
Career Accomplishments
Intradiem
Senior Vice President – Strategy & Business Enablement
| 2022 – Present | Fort Lauderdale, FL |
- Industry Innovation & Product Strategy: Leveraged 20 years of operational experience in contact centers to identify unmet industry needs and guide the development of ML-based attrition prediction models and queuing automation solutions. Aligned product innovation with the evolving demands of modern multi-channel operations, ensuring solutions addressed real-world challenges.
- Risk Assessment & Strategic Consulting: Spearheaded the design and execution of a workforce maturity model to assess capacity planning, simulation, employee engagement, and risk management. Delivered high impact strategies to eliminate operational gaps, mitigate burnout, and align workforce practices with business objectives.
- Community Leadership: Founded WFM Labs, a collaborative community with 1,000+ members, driving the development of open-source tools such as Monte Carlo simulators, forecast accuracy models, and maturity assessments. Led initiatives to reimagine contact center operations through next-generation frameworks and thought leadership.
- Client Engagement & Market Leadership: Partnered with Fortune 500 clients to align automation solutions with operational challenges. Contributed to Intradiem's Forefront Executive Council, leading discussions on AI and automation trends, and presented operational strategies to leaders at Allstate, Humana, Synchrony, and TD Bank.
- Academic Research & Model Design: Authored the Erlang-O paper to address limitations in traditional workforce management models and introduce new methods to account for variability, volatility, and operational efficiency. Shared insights at industry events and publications, advancing WFM knowledge and adoption.
MetLife
Vice President – Global Customer Solutions
| 2013 – 2022 | Atlanta & Bridgewater, NJ (Global) |
- Optimized Global Contact Centers: Developed and advanced standards across workforce management (WFM), analytics, risk management, quality, learning & development, sourcing, and technology platform management.
- Global Head of Workforce Planning: Led shared services operations and drove the global adoption of WFM standards, including a year-long engagement in Japan to implement a modern WFM platform and improve planning, forecasting, and resource management across international markets.
- Strategic Reinvestments: Led $18 million in strategic reinvestments to re-engineer WFM operations, business intelligence, performance management, and telephony technology, driving operational transformation and efficiency.
- Workforce Optimization & Command Center Excellence: Launched the Resource Optimization Center (ROC), advancing MetLife's WFM maturity by integrating real-time automation and optimizing training, coaching, and development activities—delivering a 300% ROI and increasing employee engagement. Recognized by JD Power for Best in Class WFM practices.
- Business Intelligence & Technology Optimization: Secured investments to transition from traditional reporting to business intelligence tools, reducing operational expenses and driving better decision-making. Led initiatives to optimize telephony platforms, including speech and touch-tone IVRs, Avaya Callback Assist, and ACD re-engineering for skill-based routing.
Comcast
Vice President – National Contact Center Operations
| 2007 – 2012 | Atlanta & Philadelphia (National) |
- Strategic Budget Management: Directed reductions within a $1.8B budget, achieving $20 million in annual savings by consolidating the national IVR platform and maximizing self-service utilization. Reduced third-party vendor costs by $15 million through IP agents, pooled resources, and self-invoicing strategies.
- Operational Excellence Across Nationwide Centers: Managed 70 internal centers, eight outsourced partners, and 28,000 agents, improving staffing efficiency by 5% through enhanced workforce utilization and dynamic resource planning. Designed and launched the Southern Division Resource Optimization Center (ROC) to drive efficiency across 20 centers and three outsourced partners.
- Command Center Deployment and Governance: Deployed and managed four command centers staffed with 290 WFM professionals, providing real-time operational visibility. Implemented governance tools and standards to maintain performance across centers processing 300 million calls annually. Developed a strategic roadmap to capture $50 million in savings through workforce consolidation and virtualized call sharing.
- Technology and Routing Optimization: Led technology initiatives to re-engineer call routing schemes, enhancing resource allocation and improving service levels. Collaborated with vendors to deploy scalable solutions aligned with evolving needs.
Cleartel Communications
Vice President – Contact Center Operations
| 2003 – 2007 | Delray Beach, FL (National) |
- Acquisition Integration: Managed the integration of four CLEC acquisitions, consolidating offshore and onshore contact centers to streamline operations.
- Cost Optimization: Reduced labor expenses through optimized forecasting and staffing models.
- IVR Optimization: Achieved a 40% reduction in live agent call volumes within the prepaid product line.
- Productivity Improvement: Increased agent productivity by 20% annually through the implementation of a key performance metrics program.
- Employee Retention: Reduced employee turnover by 35% through improved hiring practices.
- Operational Efficiency: Lowered mean time to repair (MTTR) by 20% through a comprehensive redesign of the NOC.
Education
| University of Wisconsin, Milwaukee, Wisconsin | Bachelor of Business Administration, Major in Finance (1987) | |
| Purdue University, West Lafayette, Indiana | Undergraduate Coursework in Physics and Business (1982-1985) |
