Difference between revisions of "Professional Experience"

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=WFM Labs, Global / Remote 2023 – Present=
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=Professional Experience=
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An open source community building the future of workforce management.
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Inventing the next-generation approach to successfully operating contact centers.
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==Founder, 2022 – Present==
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==WFM Labs, Global / Remote (2023 – Present)==
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* Responsible for establishing a grassroots community of professionals seeking to reinvent the next generation of WFM Practices.  Designed, built and deployed our core website (wfmlabs.org), the wiki (wiki.wfmlabs.org), the community site (community.wfmlabs.org), and all resources associated with the operation.
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An open source community building the future of workforce management and inventing the next-generation approach to successfully operating contact centers.
  
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=Intradiem, Global / Remote 2022 – Present=
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'''Founder'''
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Reinventing customer service. Thought leadership applied to revolutionize your approach to employee experience, customer experience, and expense optimization.
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* Established a grassroots community of professionals seeking to reinvent the next generation of WFM Practices
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Intradiem dramatically improves contact center productivity, employee engagement and the customer experience through artificial intelligence technology. Intradiem pioneered and is the leading provider of artificial intelligence solutions to contact centers.
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* Designed, built and deployed core infrastructure including:
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** [https://wfmlabs.org Main website]
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** [https://wiki.wfmlabs.org Knowledge wiki]
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** [https://community.wfmlabs.org Community platform]
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* Building collaborative tools including Monte Carlo simulators, forecast accuracy models, and maturity assessments
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* Leading initiatives to reimagine contact center operations through next-generation frameworks and thought leadership
  
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==Senior Vice President – Business Enablement, 2022 – Present==
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==Intradiem, Global / Remote (2022 – Present)==
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* Responsible for developing the next-generation workforce management practices, thought leadership for contact center operations, and leveraging automation, simulation, and human-centric approaches to the development and implementation of AI technologies.
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Intradiem is pioneering the use of AI solutions in contact centers to dramatically improve productivity, employee engagement and customer experience.
  
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=METLIFE, Bridgewater, NJ 2013 – 2022=
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'''Senior Vice President – Strategy & Business Enablement'''
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MetLife is among the largest global providers of insurance, annuities, and employee benefit programs, with 90 million customers in over 60 countries. The firm was founded on March 24, 1868.
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* Lead industry strategy and product innovation efforts to transform workforce management practices across Fortune 500 contact centers
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* Leverage 20+ years operational experience to guide development of ML-based attrition prediction models and queuing automation solutions
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* Spearhead design and execution of workforce maturity models assessing capacity planning, simulation, employee engagement, and risk management
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* Partner with Fortune 500 clients including Allstate, Humana, Synchrony, and TD Bank to align automation solutions with operational challenges
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* Author academic research including the Erlang-O paper addressing limitations in traditional workforce management models
  
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==Vice President – Customer Solutions Center, Enabling Operations, 2013 – 2022==
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==MetLife, Bridgewater, NJ (2013 – 2022)==
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* Responsible for global optimization of contact centers by developing and advancing standards in workforce management, reporting & analytics, risk management, quality, learning & development, sourcing, and technology platform management.
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MetLife is among the largest global providers of insurance, annuities, and employee benefit programs, with 90 million customers in over 60 countries.
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* Responsible for strategic design and implementation of initiatives to optimize MetLife's contact center operations.  Focus areas include redesign of workforce management, reporting and technology supporting operations, including desktop, call routing and IVR platforms.
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*      Proposed and secured funding to deploy ROC model deployed at Comcast within MetLife to optimize contact center operations.
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*      Proposed and secured funding for Data Aggregation and Reporting investment to deploy Congos and [http://www.nice.com/contact-center-performance-management NICE Performance Management] to establish an automated business intelligence platform.
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=COMCAST CABLE, Philadelphia, Pennsylvania 2007 – 2012=
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'''Vice President – Global Customer Solutions'''
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The country’s largest provider of cable services and one of the world’s leading communications companies.  [http://www.comcast.com Comcast] delivers video, voice and data services nationally to residential and business customers.
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* Transformed MetLife's contact center operations into a world-class, JD Power-certified organization through innovation, automation, and shared service practices
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* Led global optimization of contact centers by developing standards across:
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** Workforce management (WFM)
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** Analytics and reporting
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** Risk management
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** Quality assurance
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** Learning & development
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** Technology platform management
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* Launched the Resource Optimization Center (ROC), advancing MetLife's WFM maturity through:
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** Real-time automation integration
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** Optimized training and coaching
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** Improved employee development
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** 300% ROI achievement
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* Secured and led $18 million in strategic reinvestments to re-engineer:
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** WFM operations
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** Business intelligence
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** Performance management
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** Telephony technology
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* Achieved JD Power recognition for Best in Class WFM practices
  
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==Vice President – National Contact Center Operations, 2010 – 2012==
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==Comcast Cable, Philadelphia, Pennsylvania (2007 – 2012)==
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* Responsible for strategic design and implementation of initiatives to optimize Comcast’s contact center operations in the areas of workforce management, 3rd party vendor performance management, and technology supporting operations, including desktop, call routing and IVR platforms.
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The country's largest provider of cable services and one of the world's leading communications companies.
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* National scope of responsibility; 70 internal contact centers, 8 outsourced partners, 28,000 Customer Account Executives and a budget of 1.8B dollars.
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* Strategic oversight day to day operations of 1 National and 4 Division Resource Optimization Centers (ROCs).
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* Developed strategic roadmap and target operating model for consolidated contact center operations, virtualized call sharing, and third party optimization leveraging IP agent.
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* Consolidated IVR strategy to enable global call routing, maximize self-service utilization.  Lead National IVR platform champion challenger analysis and IVR Steering Committee.
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* Championed advanced ad-hoc enterprise analytics leveraging Tableau Software.
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* Designed ROC real-time reporting dashboards; Enterprise service level reporting integrating call details and WFM data streams with NOC outages and uIVR message management.
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* Established and administered a MediaWiki site to document WFM practices and foster collaboration; 300 Workforce Management team members contributing over 2,700 content pages, with 750,000 page views.
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==Senior Director – Strategic Contact Center Operations, 2008 – 2010==
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'''Vice President – National Contact Center Operations'''
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* Designed and implemented the Southern Division Resource Optimization Center (ROC) to drive efficiency and maximize Customer Care resources for 20 contact centers and 3 outsourced partners. Significant cost savings recognized through improved forecasting, call routing, workforce utilization, 3rd party allocation and oversight, and dynamic resource management
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* Oversaw shared services for 70 internal centers and 8 outsourced partners serving over 300 million customer interactions annually
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* Established a World Class Forecasting Model based on a common functional integration, approach, system design and performance management model
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* Managed $1.8B budget and 28,000 customer service agents
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* Maximize call sharing efficiencies between centers by designing advanced call routing schemes.
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* Achieved $20 million in annual savings through national IVR platform consolidation
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* Delivered guidance and support for establishing forecast standardization and 3rd party consolidation.
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* Reduced third-party vendor costs by $15 million through IP agents and self-invoicing
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* Identified problematic WFM software roll-out, correction and guidance for successful implementation, training and the adoption of WFM best practices.
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* Deployed and managed four command centers staffed with 290 WFM professionals
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* Developed uIVR Message management standards and process flow for improved customer experience
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* Developed strategic roadmap capturing $50 million in savings through workforce consolidation
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* Supported adoption of migration from Dialogic to uIVR Platform
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* Designed and launched the Southern Division Resource Optimization Center (ROC)
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* Conducted analysis of uIVR performance with BBN Avoke Browser to uncover and quantify failures with bill data presented to customers
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* Established MediaWiki platform for WFM knowledge sharing:
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* Designed reporting requirements for CognosNow deployment for monitoring Avaya and uIVR real-time data
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** 300 team members contributing
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* Established ROC Crisis Management M&Ps for improved response, coordination and communication during disaster situations.  Improved employee notification model leveraging single 800# and teamcomcast site.
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** 2,700+ content pages
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* Developed ROC incident management process leveraging Ishikawa diagrams for identify potential factors causing an overall effect and delivery consistent cause-effect conclusions.
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** 750,000 page views
  
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==Director – Strategic Contact Center Operations, 2007 – 2008==
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==Cleartel Communications, Delray Beach, Florida (2003 – 2007)==
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* Developed Southern Division Executive Monthly Dashboard integrating financial, quality and call metrics into a comprehensive performance report.
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A Competitive Local Exchange Carrier (CLEC) providing voice and data services nationally.
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* Developed Cognos customer care metrics reporting for performance KPIs across Southern Division
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* Established first-call resolution metrics reporting with outlier focus for continuous improvement
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* Conducted South Florida Regional performance analysis with 8-part recommendation report
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* Hired project manager to execute assist in execution of South Florida performance recommendation; lowered contact rate, improved service level and introduced VOC trials
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* Selected VOC vendor and deployed successful standardized survey program across 6000 customer account executives.  Mindshare VOC adopted as Comcast standard.
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'''Vice President – Customer Service and Contact Center Operations'''
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* Led integration of four CLEC acquisitions, consolidating offshore and onshore contact centers
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* Achieved 40% reduction in live agent call volumes within prepaid product line
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* Increased agent productivity by 20% annually through performance metrics program
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* Reduced employee turnover by 35% through improved hiring practices
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* Lowered mean time to repair (MTTR) by 20% through NOC redesign
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* Managed 270 employees across contact centers, NOC, and billing operations
  
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=CLEARTEL COMMUNICATIONS, Delray Beach, Florida 2003 – 2007=
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==Genuity / GTE-Internetworking, Milwaukee, Wisconsin (1998 – 2003)==
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A Competitive Local Exchange Carrier (CLEC) and wholly owned subsidiary of [http://www.mcgcapital.com MCG Capital Corporation] that provides voice and data services nationally to residential and business customers.
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A top-tier Internet backbone provider offering high-speed Internet and networking services.
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==Vice President – Customer Service and Contact Center Operations, 2005 – 2007==
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* Oversee all operations for two Contact Centers, a Network Operations Center, and a Billing Department.
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* Develop effective strategies for delivering exceptional support to customers while controlling costs.
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* Guide over 270 employees that fill a variety of positions related to customer service, repair, technical support, administration, and accounting.
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* Maximize efficiencies between Contact Centers by designing and managing call routing schemes.
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* Establish departmental objectives and coordinate with managers and supervisors to foster cohesive efforts toward common goals.
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* Collaborate closely with work force management team members to ensure appropriate staffing and reporting.
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* Hold full accountability for financial performance, preparing comprehensive budgets and monitoring cost to ensure goals are consistently achieved.
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* Perform in depth assessments of Contact Centering staffing and efficiency using Erlang-C and other modeling tools to define trends and drive continuous improvement.
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* Lead weekly operational reviews to identify Key Performance Indicator (KPI) variances and root causes.
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* Extrapolate, analyze, and track performance related to Contact Center management, billing, trouble ticketing, service levels, ASA, AHT, abandon rates, and traffic routing.
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* Interact with external customers and other departments to compile feedback and gain insight used to better define areas for process and service improvement.
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* Resolve escalated issues related to high-profile clients, developing effective solutions that facilitate strong satisfaction and retention levels.
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* Spearhead improvement initiatives and projects from initial concept through after action reviews.
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* Prepare and deliver comprehensive reports and sound recommendations to the executive team.
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==Director – Contact Center Operations, 2003 – 2005==
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* Selected for the position based on work performance that demonstrated the qualifications necessary to turnaround Contact Center operations and improve overall efficiency.
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* Established metric-based systems for tracking and analyzing performance.
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* Drove positive changes that streamlined workflow, improved customer service, and reduced costs.
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* Promoted to Vice President with expanded responsibilities managing the Network Operations Center and Billing Department.
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'''Director – Wholesale Sales'''
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* Led team selling IP transit services globally using AS1 (Autonomous System 1) backbone
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* Secured major international clients including BBC Online, Sunrise Communications, Teledanmark
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* Managed wholesale of IP services across IP transit, remote access, VoIP, and ATM services
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* Achieved President's Club Award for highest ratio of sales to operating costs
  
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=GENUITY / GTE-INTERNETWORKING, Milwaukee, Wisconsin 1998 – 2003=
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==Data Plus, Manitowoc, Wisconsin (1993 – 1996)==
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A company that offers high-speed Internet, networking, and telecommunications services to large corporate and government clients.
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A full-service firm providing computer network, technical support, and Internet solutions.
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==Director – Wholesale Sales, 1999 – 2003==
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* Managed a team of inside sales professionals that generated revenue through wholesale of IP services to the national and international ISP market.
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* Devised dynamic strategies for marketing and selling IP transit, Dialinx remote access, VoIP, private line, and ATM / MWS transport services off of Genuity’s OC-192 Backbone.
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* Achieved overall departmental goals by successfully driving quota assignments, developing go-to-market plans, and managing channels.
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* Tracked and reviewed call and quote metrics to ensure objectives were met and guide improvements.
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* Maintained remarkably low customer churn by instilling a strong focus on attention and service.
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* Recruited, screened, and hired representatives to form a knowledgeable and skilled team.
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* Designed comprehensive training programs that enhanced product knowledge, as well as consultative sales, negotiation, and customer service skills.
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* Conducted regular performance reviews and updated employee stack rankings to identify underperformers and create effective development plans.
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* Prepared and managed annual expense budgets, earning a reputation for surpassing financial goals.
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* Produced detailed and accurate forecasts vital to overall organizational planning.
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* Selected as alternate for the Vice President of Network Access on weekly conference calls.
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==Account Manager, 1998 – 1999==
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'''Account Manager'''
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* Performed market research to identify prospects and created tailored approaches to capture new business.
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* Established first commercial ISP in Manitowoc and Sheboygan Counties
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* Leveraged a consultative approach to emphasize the company’s unique support model and value proposition.
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* Configured and managed core ISP infrastructure:
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* Nurtured relationships with key client executives and decision-makers while ensuring exceptional service that resulted in high satisfaction levels.
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** BSD OS
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*      Secured major new domestic and international accounts that included: [http://www.bbc.co.uk/ BBC Online (UK)], [http://www.sunrise.ch Sunrise Communications (Switzerland)], [http://tdc.com Teledanmark (Denmark)], [http://www.singaren.net.sg SingAREN], Cerbernet (UK), VBCnet (UK), [http://www.stealth.net/ Stealth.net], [http://www.nyi.net/ New York Internet], Calyx Internet, and Digital Telemedia.
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** Sendmail
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** DNS Servers
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=DATA PLUS, Manitowoc, Wisconsin 1993 – 1996=
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** Livingston Routers
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A full-service firm providing computer network, technical support, repair, website design, and Internet solutions.
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* Led commercial network design and implementation
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==Account Manager==
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* Developed early e-commerce and web solutions
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* Served as the commercial Account Representative for the design and sale of PC-based local and wide area networks (LAN and WAN).
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* Worked with clients to understand their needs, define system requirements, and deliver effective solutions.
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* Analyzed and developed network design, e-mail systems, cabling layouts, fault tolerance, disaster recovery plans, servers, routers, subnets, and mass storage systems.
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*      Establish the first commercial dial-up ISP in Manitowoc and Sheboygan Counties, Wisconsin. 
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*       Installed and configured equipment and software to support ISP operations: BSD OS, Sendmail, DNS Servers, Livingston Routers, Multi-Tech Modem banks.
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* Authored commercial Internet and e-commerce pages that aligned with client image and business needs.
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* Provided technical support and network maintenance services, troubleshooting and resolving a wide range of issues to foster strong satisfaction levels.
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* Coordinated with various distribution channels, such as Ingram-Micro, Merisel, and Tech-Data.
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Latest revision as of 10:23, 23 October 2024

Professional Experience

WFM Labs, Global / Remote (2023 – Present)

An open source community building the future of workforce management and inventing the next-generation approach to successfully operating contact centers.

Founder

  • Established a grassroots community of professionals seeking to reinvent the next generation of WFM Practices
  • Designed, built and deployed core infrastructure including:
  • Building collaborative tools including Monte Carlo simulators, forecast accuracy models, and maturity assessments
  • Leading initiatives to reimagine contact center operations through next-generation frameworks and thought leadership

Intradiem, Global / Remote (2022 – Present)

Intradiem is pioneering the use of AI solutions in contact centers to dramatically improve productivity, employee engagement and customer experience.

Senior Vice President – Strategy & Business Enablement

  • Lead industry strategy and product innovation efforts to transform workforce management practices across Fortune 500 contact centers
  • Leverage 20+ years operational experience to guide development of ML-based attrition prediction models and queuing automation solutions
  • Spearhead design and execution of workforce maturity models assessing capacity planning, simulation, employee engagement, and risk management
  • Partner with Fortune 500 clients including Allstate, Humana, Synchrony, and TD Bank to align automation solutions with operational challenges
  • Author academic research including the Erlang-O paper addressing limitations in traditional workforce management models

MetLife, Bridgewater, NJ (2013 – 2022)

MetLife is among the largest global providers of insurance, annuities, and employee benefit programs, with 90 million customers in over 60 countries.

Vice President – Global Customer Solutions

  • Transformed MetLife's contact center operations into a world-class, JD Power-certified organization through innovation, automation, and shared service practices
  • Led global optimization of contact centers by developing standards across:
    • Workforce management (WFM)
    • Analytics and reporting
    • Risk management
    • Quality assurance
    • Learning & development
    • Technology platform management
  • Launched the Resource Optimization Center (ROC), advancing MetLife's WFM maturity through:
    • Real-time automation integration
    • Optimized training and coaching
    • Improved employee development
    • 300% ROI achievement
  • Secured and led $18 million in strategic reinvestments to re-engineer:
    • WFM operations
    • Business intelligence
    • Performance management
    • Telephony technology
  • Achieved JD Power recognition for Best in Class WFM practices

Comcast Cable, Philadelphia, Pennsylvania (2007 – 2012)

The country's largest provider of cable services and one of the world's leading communications companies.

Vice President – National Contact Center Operations

  • Oversaw shared services for 70 internal centers and 8 outsourced partners serving over 300 million customer interactions annually
  • Managed $1.8B budget and 28,000 customer service agents
  • Achieved $20 million in annual savings through national IVR platform consolidation
  • Reduced third-party vendor costs by $15 million through IP agents and self-invoicing
  • Deployed and managed four command centers staffed with 290 WFM professionals
  • Developed strategic roadmap capturing $50 million in savings through workforce consolidation
  • Designed and launched the Southern Division Resource Optimization Center (ROC)
  • Established MediaWiki platform for WFM knowledge sharing:
    • 300 team members contributing
    • 2,700+ content pages
    • 750,000 page views

Cleartel Communications, Delray Beach, Florida (2003 – 2007)

A Competitive Local Exchange Carrier (CLEC) providing voice and data services nationally.

Vice President – Customer Service and Contact Center Operations

  • Led integration of four CLEC acquisitions, consolidating offshore and onshore contact centers
  • Achieved 40% reduction in live agent call volumes within prepaid product line
  • Increased agent productivity by 20% annually through performance metrics program
  • Reduced employee turnover by 35% through improved hiring practices
  • Lowered mean time to repair (MTTR) by 20% through NOC redesign
  • Managed 270 employees across contact centers, NOC, and billing operations

Genuity / GTE-Internetworking, Milwaukee, Wisconsin (1998 – 2003)

A top-tier Internet backbone provider offering high-speed Internet and networking services.

Director – Wholesale Sales

  • Led team selling IP transit services globally using AS1 (Autonomous System 1) backbone
  • Secured major international clients including BBC Online, Sunrise Communications, Teledanmark
  • Managed wholesale of IP services across IP transit, remote access, VoIP, and ATM services
  • Achieved President's Club Award for highest ratio of sales to operating costs

Data Plus, Manitowoc, Wisconsin (1993 – 1996)

A full-service firm providing computer network, technical support, and Internet solutions.

Account Manager

  • Established first commercial ISP in Manitowoc and Sheboygan Counties
  • Configured and managed core ISP infrastructure:
    • BSD OS
    • Sendmail
    • DNS Servers
    • Livingston Routers
  • Led commercial network design and implementation
  • Developed early e-commerce and web solutions
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