SUMMARY OF QUALIFICATIONS
Full pdf version of Ted's Resume
| Contact Center Operations ~ Customer Care ~ Sales Management |
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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
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| · Contact Center Optimization |
· Performance Management |
· Budgets and Cost Control
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| · Business Analysis and Models |
· Continuous Process Improvement |
· Workforce Management
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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.
