SIGNIFICANT ACCOMPLISHMNTS

Successful track record at IBM Global services and major global client engagements with several years of Business Development and full project lifecycle experience.

Progressive IT services experience with integrated call center projects, including analytics and reporting, and enterprise applications, supporting workforce optimization for Verint, Nice and Aspect

Successful Matrix Management experience among internal and external vendors for complex integration projects with effective leadership experience to remove impediments and move initiatives forward improving revenue, margin and client satisfaction.

Organized design sessions for Business Development with key client stakeholders and technology team to improve client engagement and satisfaction.

Focused Status Reporting to managing scope and expectations with project managers and the business to provide continuity with contract, budget and expectations to improve project success.

Proactive intervention with product development to forecast and respond to potential risks and issues, manage expectations, maintain product knowledge to mentor junior team members.

Understand dependency management to ensure that the timing of changes across the enterprise are understood and managed to avoid missing change control windows for program delivery.

EXPERIENCE

PTC Senior Consultant, Boston Massachusetts July 2013

Cimarron Inc. Senior Consultant

Assignments:

MHI Vestas Offshore Wind. Aarhus Denmark

Service Knowledge Management

Technical Architect – Version 5.7 Service Knowledge application configuration for V164 wind turbine

Learning Architect for field operations, platform management and document control

Abbott Laboratories Chicago, Illinois

Service Knowledge Management Upgrade support

Technical Architect – Version 4.5 upgrade technical training for Service Knowledge

Learning Architect Custom training and support for CRM integration and offline configuration.

Cummins Inc. Columbus, Indiana

Service Knowledge Management Upgrade

Technical Architect – Version 57 Modifications Project Service Knowledge integrated solution

Custom Quality Assurance application testing

Volvo Group

Service Knowledge Management Greensboro, North Carolina

Learning Architect – training for SKD version 5.6 with Diagnostic Session for field service

Studio, Advisor, and Analytics training

Sears Holdings Corporation Hoffman Estates, Illinois

Service Knowledge Management Upgrade

Application Architect – Integrated SLM solution for SKD with CRM

Deployed SKD with Diagnostic Session for field service for iPhone.

Citi Bank Newark, DE July 2012 – January 2013

Consultant - Global IVR Technologies for Call Center Client Delivery at Citi

Accomplishments

Provide Program management governance among 6 international work streams for IVR implementation for Call Center technology transition to global voice platform. Countries included India, Dublin, UK, Germany, Singapore and the US.

Manage testing from Developer Integration Testing through regression testing to reduce cycle time and increase testing productivity.

Managed project delivery among the Client, Engineering, technology and support organizations to build an integrated voice solution for improved caller experience and integrated reporting capabilities, from definition and detailed design through development, testing and tuning.

Sykes Enterprises, Tampa FL October 2003 - April 2012

Manager - Global IT Client Services

SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. Sykes acquired ICT Group in 2010.

Accomplishments

Manage Global Technology projects, Client Relationships and Business Requirements to design integrated call center solutions in BPO for Medical Device, Technical Product Support and Customer Service contact centers.

Sales support for new business opportunities and relationship expansion including targeted outbound relationship management for high value clients.

Managed complex integrations among our clients and third party suppliers including financial services clients with call centers in EMEA, North America and the Philippines.

Managed the WFM migration to Aspect Workforce Management Empower from Verint Impact 360 as part of the Sykes acquisition of ICT Group.

Provided management direction to leverage existing technologies among the communications vertical to improve reliability and reduce costs to improve margin.

Accomplishments at ICT Group, Inc.

Managed the global projects for Verint Impact 360 workforce management (WFM) system over a three-year period to improve system performance and growth.

Managed the Kronos to Verint Impact 360 WFM integration to measure and control labor costs, minimize compliance risk, and improve workforce productivity.

Managed project implementations for Financial and Consumer Product verticals, including NICE screen recording from an international location to Clients Centralized call recording repository in North America.

Coordinated IVR (Interactive Voice Response) migration to a Genesys Voice Platform (GVP). Responsible for providing the Aspect ACD programming support team to integrate a Siebel Application with Aspect to provide CTI functionality and reporting integration.

Provided management direction to solve issues relating to self-service behavior to increase call center efficiency and reduce costs. Reduced the number of unintended customer service calls by four percent.

EDUCATION

Villanova University - MBA

BA English

CERTIFICATION

Project Management University of Delaware 2001, Project Management Institute 1998

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