Project Manager Customer Service
Resume:
Constance L. Ryland
***********@*****.***
Columbus, Ohio
OBJECTIVE: TELECOMMUNICATIONS DIRECTOR, MANAGER or CONSULTANT
EDUCATION: Bachelor of Arts, Economics, 1986
The Ohio State University
SKILL AND
KNOWLEDGE
SUMMARY: 24 years in voice and data telecommunications
PBX, ACD, IVR, Voice Mail
Avaya, Siemens (ROLM/IBM), Nortel
Local and long distance provider services/billing
Contact center operations
Cost reduction and control
Customer (end-user) care, support and education
Vendor relationship development and management
Strategic planning
Staff management
Project management
STRENGTHS: Superb problem solver
Resourceful
Professional
Confident
Focused
EXPERIENCE
DETAIL:
Equipment
Providers Avaya (Lucent), Nortel, ROLM (Siemens), NEC, Intervoice, Syntellect,
Edify, Octel, Melita, Geotel, Cisco, IBM, Rockwell, Aspect.
Skills PBX/ACD, IVR, and Voice Mail design, engineering, implementation, and
maintenance. Disaster recovery planning and testing, RFP preparation,
cost benefit analysis and recommendation, toll fraud prevention, contract
negotiation,legal issues and compliance, asset protection, department
organization and management, cost reduction and control, vendor
management, network inventory documentation, end user request (help
desk) management. Project management. Staff management.
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WORK HISTORY:
November 2007 – November 2008
Advanced Call Center Technologies Johnson City, Tennessee. Telecommunications
Manager. Responsible for 6 U.S. call centers with over 4000 agents using 60% Nortel and 40%
Avaya technology.
• Managed a staff of 8 engineers and technicians
• Responsible for over 200 T.1’s carrying toll free, long distance, and WAN
• Reduced costs by $191,000.00 per year
• Managed vendors and negotiated network contracts
• Responsible for ACD reporting stats (Symposium) 24 x 7 x 365 to ACT’s clients
which included AT&T and Bank of America.
• 50% of Nortel phones were VOIP
January 2005 – March 2007
Nationwide Insurance Cleveland, Ohio. Senior Telecommunications Consultant.
Responsible for 2 large call centers in Cleveland, Ohio specializing in high risk automobile
insurance using both Nortel and Avaya technology.
• Managed a staff of 4 engineers and technicians
• Reduced costs by $165,000.00 per year
• Implemented voice over the WAN
December 2003 – April 2004
180 Strategies, Columbus, Ohio. Information Technology Consultant. Project Manager for
the implementation of a global help desk.
• Defined functional requirements for software and help desk staff
• Responsible for software implementation, system administrator training and help
desk staff training
• Prepared project plan for rollout to the corporation
May 2002 – September 2002
Parallel Technologies, Inc., Dublin, Ohio. Account Representative. Responsible for the
project management, design, engineering and implementation of structured cabling systems
including Cat 3, Cat 5e, Cat 6, fiber, coax, main distribution frames and rack mounted systems.
• Designed, engineered and implemented premises distribution systems for voice
and data
June 2000 – September 2001
Relational Technology Services, Dublin, Ohio. Avaya Sales Engineer. Managed entire
projects including design, engineering and implementation of large Avaya Definity PBX systems.
Increased profit level from $500,000 per year to $5M per year.
• Designed, engineered and implemented Avaya telephone systems and all related
software and adjuncts
• Upgraded 2 corporate Avaya systems
• Analyzed and responsed to client RFP’s
• Liaison between our clients and Avaya
January 2000 – June 2000
Owens Corning, Toledo, Ohio. Provided consulting services to improve vendor support on a
10,000+ port Nortel PBX; negotiated PBX service and support contract; prepared inventory
documentation on 4000 calling cards and 1000+ toll free numbers; implemented chargeback
procedures for all telecom related expenses to the departments that utilized them.
• Improved service level from existing Nortel switch vendor
• Wrote telecommunications department job descriptions
• Implemented network documentation and procedures for upkeep
• Identified and stopped toll fraud
August 1999 – November 1999
Teligent, Inc., Reston, Virginia. Provided project management consulting services to prepare an
RFP for a usage mediation system to collect call records from Teligent owned Central Offices
switches and feed the records to various downstream systems such as Fraud Management,
Marketing, and Billing. Verified switch translations with regard to call routing for 4 Teligent Central
Office Nortel DMS500 systems.
• Defined functional requirements and wrote technical specifications for a usage
mediation system
• Analyzed vendor responses and prepared recommendation for purchase
• Performed software testing on central office switches
July 1998 – December 1998
Enron Corporation, Houston, Texas. Provided project management consulting services to
implement a 25 cabinet Avaya Definity PBX with over 13,000 telephones. Managed the local and
long distance circuit design and installation; managed the design and implementation of all call
center applications.
• Project team member on the installation of an Avaya G3R telephone system
• Designed and engineered voice network for local and long distance circuits
• Recommended implementation procedures and training procedures
• Designed and engineered ACD groups
January 1998 – July 1998
Enron Energy Services, Dublin, Ohio. Provided project management consulting services to
reconfigure ACD groups for Collection and Customer Service; implemented technology which
reduced calls to the front desk attendant console by 70% without reducing customer satisfaction;
improved vendor support significantly; performed voice network inventory which resulted in over
$30,000 savings per year.
• Day to day administration of Nortel telephone system
• Identified problems within the telelecommunication department and made
recommendations for changes
• Improved vendor support significantly
• Gained control of telecommunications expenses
June 1997 – December 1997
LCI Local Services, Dublin, Ohio. Bell Atlantic North EDI Project Manager. Responsible for the
development of an EDI application to order local telephone service in New York, specifically
POTS, PBX, and Unbundled Network Elements. Attended collaborative meetings at the Public
Service Commission of New York. This project was a direct result of the Telecommunications Act
of 1996.
• Designed an EDI application for ordering local telephone service in New York
• Attended collaborative meeting at the PUCNY
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• Made recommendations for doing business with NYNEX/Bell Atlantic
January 1996 – November 1996
Grimes Aerospace, Urbana, Ohio. Project Manager for the implementation of two Avaya
PBX/ACD systems. Defined functional requirements and prepared RFP's, analyzed vendor
responses and prepared recommendation for purchase; engineered, designed, and installed the
systems over two weekends.
Project manager for the design and implementation of two cabling systems; prepared
recommendation for toll fraud prevention. Uncovered issues with their current local exchange
carrier which resulted in $50,000 savings per year; prepared recommendation to switch long
distance carriers which would result in $150,000 savings per year.
• Designed, engineered and implemented 2 Avaya G3 systems including a large
call center including writing technical specifications and analyzing vendor
responses
• Performed network inventory and billing audit
• Made recommendations to gain control of telecommunications costs
December 1996
Bell Atlantic, Reston, VA. Project manager for the design and implementation of Centrex ACD
for the Interactive Internet Services Group.
• Designed, engineered and implemented Centrex based ACD call center
August 1995 – September 1996
Bank One, National Retail Lending Division, Columbus, Ohio. Project manager for the re-design
of ROLM PBX ACD groups for Collection and Auto Lease departments. Provided training to end
users; engineered and implemented AT & T Conversant VRU applications; provided daily
maintenance and administration on all voice related products and services; provided security, toll
fraud prevention, and UPS recommendations.
• Redesigned existing call center ACD groups
• Redesigned existing VRU scripts
October 1994 – May 1995
Cellular One, Detroit Regional Headquarters relocation project. Project manager for all data
center equipment relocation; sized UPS and backup generator; designed cabling system using
fiber backbone; prepared set level cut sheets for new PBX; managed voice and data vendors.
• Worked on project team for corporate relocation
• Designed computer room with electrical and HVAC requirements
• Managed the voice and data equipment moves
• Designed, engineered and implemented a premises distribution system
1990 – 1994
Checkfree Corporation, Columbus, Ohio. Senior Telecommunications Specialist. Designed
and implemented a fiber based voice and data cabling system; successfully relocated the
company over one weekend. Provided call traffic engineering on PBX/VRU which resulted in 0%
blocking; designed, engineered, and managed a VRU based telephone bill payment service;
successfully prevented toll fraud.
Successfully managed the development of a Business Recovery Plan; Responsible for all voice
and data telecommunications including RFP design, analysis, recommendation, contract
negotiation, and implementation. Managed telecommunications staff.
1986 – 1990
Limited Credit Services, Columbus, Ohio. Telecommunications Analyst. LCS was the retail
credit division of The Limited, Inc. This call center was one of the largest in the United States,
processing over 2.5 million calls per month. Calls were managed through Syntellect Voice
Response Units, and ROLM ACD.
Coordinated all switch maintenance, moves, adds, and changes. Provided call traffic
engineering; managed new equipment installations which improved technology, increased
productivity, and improved customer service.
Successfully implemented long distance carrier conversion and local exchange carrier bypass
using microwave technology with fiber backup which resulted in annual savings of over
$400,000.00.
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