Customer Service Manager

Rick Perius

*** ***** ** *******

Redondo Beach, CA 90277

(H) 310-***-**** (C) 310-***-****

Email: ********@***.***

Objective To utilize my Business and IT experience to achieve

increasingly challenging positions in an Information

Technology department to support company goals and growth

through management of on time, on budget, high value

projects.

Qualifications

Working knowledge of application development technologies using

Client/Server, Web-enabled and distributed applications.

. Experience in interacting with Business users and IT resources to

document and clarify design issues, integration requirements and

other operational and business issues.

. Ability to manage multiple concurrent projects and motivate staff

while utilizing strong analytical, communication, Customer support

and user interface skills.

Systems

SAP CRM, Comergent, Informatica, Callidus, G2, EDI, Collier Jackson,

SeeBeyond/iCAN, Siebel, FedEx Net Returns, Ingrian, xml, Clarity, PlanView,

Linux, Unix, Oracle, Rdb, FTP, ASP.NET and Microsoft Office Tools.

Experience in planning and executing projects with other major companies

such as: Blockbuster, Walmart, Qwest, Verizon, Equifax, Paymentech and the

NRTC.

In addition, experience in writing RFP's and Capital Appropriation

requests.

Experience DIRECTV El Segundo, CA December '96 to March

'10

July '08 to March '10

Sr. IT, Project Manager

Managed 1 PM as well as directly managing assigned Projects.

In the course of managing these projects managed matrix teams of up to 15

people in various IT disciplines using the DIRECTV SDLC.

. Managed billing system schedule and tactics for the encryption of Credit

Cards for PCI compliance program. Planning and coordinated with the

billing system vendor AmDocs and outsourced operations at HP and other

integrated systems. The encryption process completed ahead of schedule

without causing any operational interference with batch or on-line

processing.

. Managed the project to expand the use of a billing transaction type used

in applying credits where tax need to be calculated. Involved the

coordinated roll-out of multiple billing system enhancements related to

revenue calculations and reporting, new API's, a database conversion,

customer bill credit timing and billing descriptions.

. Enterprise Payment System. Managed projects and enhancements for the

system that calculates and pays dealer commissions as well as the

calculation of revenue sharing with joint billed customers. There were

40 backlogged projects when I was assigned to the application. Initiated

the documentation of the work intake and prioritization process between

the Dealer Compensation and Sales Operations groups. With the

development manager obtained funding and ramped up the development

resources and a PM. Established basic project plan templates to plan and

monitor the projects and concurrently managed 12 ongoing projects to get

the backlog cut down within 6 months.

. Supplier Payments System. Managed system enhancements to automate manual

functions for creating invoices for payments to content providers.

Involved scoping the enhancements and prioritization based on business

impact and managed from requirements and design thru to UAT and

implementation.

Aug.'00 to June '08

Sr. Manager, IT Development

Over the course of this timeframe managed 4-5 PM's, 1 BA and an Outsourced

Vendor on projects in the following areas:

. Credits and Commitments systems - Project Managers handled requirements,

Project Management and Release Management for 2 custom applications.

These systems managed the offer commitment tracking and enforcement and

credits used in joint billing with Telco partners.

o Periodic Releases were scheduled and change orders were scoped by

the Development and QA teams and grouped into the release based on

capacity. These releases had to be coordinated and integration

tested with the Sales systems implementations.

. Dealer Retail Services - 1 PM and 1 BA that managed Projects to deliver

enhancements in the SAP CRM system.

o Projects included enhancing and converting the Dealer marketing

attributes from the original launch configuration to SAP

recommended configuration.

o Revamps of Dealer Commission criteria based on new sales incentive

and chargeback criteria based on past history of the type and

quality of sales.

o Developed interfaces for Dealers to access their respective

advertising media and co-op advertising dollars.

. New Vendor Call Center launches (3) - 1 PM that managed integration of

vendor CTI with the Sales System as well as data integration, mapping and

dashboard reporting, both tactical and strategic.

. Selected for the team to implement a new ERP Offer Management System.

Supported the integration of the new Offer System within the Dealer Web

Site ordering flow and the eventual roll out of the integrated

offers/ordering process.

. Oversaw the requirements and designed of the Offer Page UI that replaced

the existing offer page in the order process flow. Conducted and

documented offer requirements reviews, gap analysis and validations of

order flows.

. Managed the User Acceptance Testing and test plans with the business

users, QA group and Offer System Consultants.

. Documented all offers, rules and order flows within the Order Management

System for the offer integration. Identified key design issues where the

design of the offer system did not meet the needs to be extendable

between multiple ordering systems leading to major re-design work.

. Managed the conversion of the proprietary Order Management System from a

batch process to integrated real-time transactions. This involved

integration w/ the Billing System, Equipment fulfillment system and

payment system. Eventually the integration expanded to credit scoring

and multiple payment options.

. Took over day to day management of the Order management System and

directed 3 BSA/PM's that managed business requirements and planned and

managed functional Releases. This involved continuous interaction and

planning with the Development and QA managers of the outsourced Vendor.

. Evolved the Order Management System from one new customer hardware

acquisition offer to: multiple acquisition marketing offers, existing

customer upgrade offers, equipment replacement for warranty and non-

warranty ordering, retention offers and combination hardware and

programming offers.

. Expanded from a single inbound call center to multiple call centers for

inbound/outbound Customer acquisition as well as the Customer care

centers for upgrades and retention sales. This enabled redundancy and

leverage in Vendor call center relations and improved ability to retain

customers to mitigate churn.

. Managed the integration with the call centers CTI infrastructure.

Implemented single sign on and enhanced password and management re-set

options.

. Expanded the Offers and System into the Commercial and Multiple Dwelling

Unit ordering space.

July '98 to July '00

Manager, IT Development

. Managed team of Analysts assigned to Billing System change orders and

projects to meet release goals and reduce c/o backlog.

. Managed and coordinated the Billing System Change Management Process on a

day to day basis to deliver releases

. Set up and coordinated interfaces to a second clone billing system in a

very short time frame to support contract issues.

. Implementation of projects for expansion to of Billing Centers 5, 6 and

then 7 on Alpha platform and conversion of balance of Billing Centers to

Alpha.

. Managed infrastructure connectivity to the Billing System in bringing up

4 new call centers.

Dec. '96 to Dec. '98

Management Systems Specialist Sr. - IT Programmer Sr. Analyst 2

. Managed various Billing System change orders from requirements to

Production implementation.

. Coordination schedules between Vendors and Customer Service for networks,

hardware and applications for new call center implementations at: Moore

and Tulsa, OK and S. Jordan, UT. Involved gathering requirements and

testing of infrastructure.

. Established relationships in the liaison role between Customer Service

and IT in order to improve IT support for Customer Service.

. Gathered requirements, wrote specifications, developed procedures,

communicated between Customer Service and IT groups and Vendors on IVR

projects for automated self service.

Work experience prior to Dec. '96

Copley Los Angeles Newspapers

Circulation Administrative Manager, responsible for the Circulation

Department Call Center and the Circulation Department Information Systems

operations.

Education B.S. Business Administration

California State University at Dominguez Hills, 1988

B.A. Psychology

California State University at Dominguez Hills, 1978

Additional Accomplishments

Eagle Scout, Boy Scouts of America

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