Résumé

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 – Global Customer Solutions

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)

• Targeted strategic reductions of a $1.8B budget in areas of workforce management, 3rd party vendor management, desktop technology, call routing and IVR platforms for Comcast Contact Center Operations.
• Reduced costs by $20 million annually consolidating national IVR platform, maximizing self-service utilization.
• Reduced 3rd party vendor expense by $15 million leveraging IP agent, pooled agents and self-invoicing.
• Improved staffing efficiencies by over 5% across a national scope of responsibility; 70 internal contact centers, eight outsourced partners and 28,000 customer service agents.
• Brought full transparency to customer service organization by deploying and managing 4 World-Class Command Centers staffed with 290 WFM professionals.
• Implemented standards, tools and governance to maintain performance visibility of contact centers processing over 300 million calls annually.
• Established strategic roadmap for recognizing an additional $50 million savings through consolidated enterprise workforce and virtualized call sharing.
• Designed and implemented the Southern Division Resource Optimization Center (ROC) to drive efficiency and maximize Customer Care resources for 20 contact centers and three outsourced partners.
• Reduced costs by $14 million annually through improved forecasting, call routing, workforce utilization, 3rd party allocation and oversight, and dynamic resource management.
• Established a World Class Forecasting Model based on a common functional integration, approach, system design, and performance management model.
• Reduced costs by $10 million annually by migrating 20 Dialogic IVRs to a single unified platform.
• Reduced costs by $6 million through 10 second AHT reduction on call set-up.
• Maximized call sharing efficiencies between centers by designing advanced call routing schemes.
• Increased staffing efficiencies 30% by implementing a WFM software solution
• Developed Cognos customer care metrics reporting for performance KPIs across Southern Division
• Selected VOC vendor and deployed successful standardized survey program across 6000 customer account executives. Mindshare VOC adopted as Comcast standard.

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.