Full pdf version of Ted's Resume
SUMMARY OF QUALIFICATIONS
| Contact Center Operations ~ Customer Care ~ Sales Management |
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Energetic, results-oriented Executive with a solid background of experience highlighted by significant accomplishments. Highly analytical, innovative, and organized with a history of developing effective strategies for overcoming challenges and improving operations through the application of sound business expertise and advanced technology. Outstanding communication, negotiation, and interpersonal skills that result in productive business relationships at all levels internally and externally. Effective leader that develops cohesive teams and fosters collaborative efforts across departments. Strong critical thinking and problem solving skills with proven success managing multiple high-level responsibilities in fast-paced environments.
Additional expertise in:
| · Contact Center Optimization |
· Business Analysis and Models |
· Workforce Management
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| · Multiple Site Management |
· Performance Management |
· Budgets and Cost Control
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| · Mergers and Acquisitions |
· Continuous Process Improvement |
· Employee Development
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Career Accomplishments
MetLife
| 2013 – Present |
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Atlanta & Bridgewater, NJ (National)
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- 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.
Comcast Cable
| 2007 – 2012 |
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Atlanta & Philadelphia (National)
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- 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
| 2003 – April 2007 |
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Delray Beach, FL (National)
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- 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
| 1998 – 2003 |
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Milwaukee & Boston (International)
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- 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.
