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Customer Relations Contact Center Operations Service Delivery

Austin, Texas, United States
May 22, 2018

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** ***** ***/** ********** in Contact Center Solutions, CRM/ERP Implementations, Client Relations and Customer Advocacy spanning the IT, Telecommunications, Software/Hardware Manufacturing, Consumer Goods, Government, State Health Departments, and Internet Security industries.

20 years of Customer Care Contact Center experience in the areas of comprehensive call center assessments, software selections, business requirements, current and future business process flows, cost analysis including current baseline and outsourcing/insourcing alternatives, establish KPI/SLA metrics based on industry and best of breed standards, future CX strategy/vision roadmap solution and implementation roadmap for migration to outsourced vendor.

15 years of Big 4 consulting experience managing, implementing, and developing domestic and global CRM Customer Support Solutions. Project Management and Techno/Functional Solution Architect expertise in software analysis and selection, pre-sales product demonstrations, business requirements, map and gap analysis, “as-is” process flows, business process re-engineering, “to-be” process flows, solution design and software configuration, technical documentation, unit and system test case development, CRP and UAT execution and sign-off, knowledge transfer/training development/change management documentation, and weekly project plan maintenance and reporting.

10 years of direct Call Center Operations experience managing Fortune 500 companies outsourcing multi-channel, tiered Technical Support, Customer Service, Fulfillment, RMA and Depot Repair services. Knowledgeable in start-ups, migrations, augmentation, and growth-mode environments. Responsible for KPI metrics and SLA-adherence, manage CMS, ACD, IVR, VoIP, CTI reports, conduct agent performance evaluations, develop productivity improvement plans, monitor and adjust QA, training, and knowledge management efforts, and foster long-term client and vendor relationships.

5 years Customer Support Channel Communications experience as a Keynote Speaker at Customer Support Expos, Oracle AppsWorld, Oracle OpenWorld, and Customer Outsourcing Performance Center (COPC) educating and building awareness on the subjects of Employee Retention, Customer Satisfaction, and Revenue Optimization.

Tools Packages Methodologies







Microsoft Dynamics



Scopus CMS


Knowledge Builder


Microsoft Office Suite


SDLC, Agile, Waterfall


Education Pursuit of Knowledge

• Barrington University, coursework, 2005

• University of Phoenix, coursework, 1999

• PMI, PMP coursework, 2011-12

Harvard Business School Certifications

• Project Management

• Client Engagement

• Productivity Management

• Performance Management

• Help Desk Institute (HDI)

• Customer Outsourcing (COPC)

• Requirements Traceability

• Workforce Optimization

• Legal Aspects of Supervision

• Behavioral Interviewing

• Sales and Negotiations Skills

Oracle University Certifications

• Oracle RightNow CX Cloud Service 2012 Essentials

• Oracle ATG Web Commerce PreSales Specialist

• Oracle ATG Web Commerce Sales Specialist

• Oracle Fusion User Experience Fundamentals Certificate

• Oracle Fusion CRM 11g PreSales Specialist

• Oracle Fusion CRM 11g Sales Specialist

• Oracle Business Accelerators for eBusiness Suite R12 Implementation

• Oracle Unified Method Level 1: Overview and Awareness

• Oracle Accelerate for Midsize Companies Certificate

• Oracle Application Implementation Methodology (AIM)

• Oracle Lead to Order

• Oracle Order to Cash

• Oracle Procure to Pay

• Oracle Technical Champion

• Oracle Sales Champion

• Oracle Implementation Champion


PJR Consulting, LLC CRM / CX Solutions Contractor Portland, OR / Austin, TX 12/12- present

Plan, deliver, and execute innovative customer support solutions based on ‘best of breed’ practices including PMP, SDLC, and Agile to optimize team performance and collaboration, communications, customer satisfaction, procedures, processes, technology, productivity, quality of deliverables, knowledge transfer and training.

Create project documentation materials utilizing the client project governance procedures.

Create and implement the communication plan. Disseminate information to team members and client.

Manage and report on project budget, scope, schedules, work plans, resources, and cost estimates..

Directly supervise team members of diverse cultures in management, technical, and functional roles.

Monitor and manage project quality to ensure project deliverables fulfill the terms of the Scope of Work.

Maintain and report the project plan, tasks, schedules, estimates and status.

Hitachi Consulting CRM Solutions Delivery Manager Austin, TX 7/00-10/12

CRM Lead in the Integrated Solutions Delivery Team for the Oracle Practice. Global Lead for full lifecycle Oracle CRM/ERP implementations for global client engagements. Executive Advisor and SME in Telecommunication industry for Customer Contact Centers and CRM Implementations including pre-sales, Contact Center assessments, business requirements and process re-engineering, testing, develop, deliver training, and develop solution roadmap.

Project Manager responsibilities:

Create and execute detailed project implementation plans and revise per changing needs /requirements.

Develop and manage quote, budget, project plan, scope of work, risk analysis, and communication plans.

Manage, project scope, budgets, timelines, and project plans for client implementations.

Ensure the Oracle AIM deliverables fulfill the Statement of Work requirements and client expectations.

Collaborate and bridge communications across multi-cultural teams, geographies and organizations.

Act as a change agent and provide strategic input to align with organizational goals.

Mentor new consultants and conduct performance reviews on quarterly and project-by-project basis.

Techno/Functional Solution Architect responsibilities:

Software Analysis and Selection (Oracle, Siebel, SAP, Microsoft)

Business Requirements Gathering, Analysis, and Traceability

Map and Gap Analysis against selected package

Business Process Re-engineering (current and future)

Application Design, Configuration, and Testing (CRP, UAT)

Liaison and lead negotiator for technical, offshore, and outsourced resources.

Develop and Deliver Training on-site, web-based, multi-language, domestic and international.

Consilience Software Lead BA / Software Developer Austin, TX 4/2009 – 1/2011

Manage, design, and implement proprietary case management software for health care, human services and government agencies. Implementation services for Maven Electronic Disease Surveillance Systems (EDSS) for state health department in alliance with Center for Disease Control (CDC).

Develop customer support model using Maven proprietary software, XML, EDSS, JIRA and CDC.

Collaborate and negotiate with cross-functional teams to resolve competing/conflicting requirements.

Upgrade and transform legacy forms-based processes into integrated web-based consumer portals.

Execute QA, testing and training on major and point releases throughout SDLC process.

Develop knowledge transfer materials, training, OJT, coaching and process documentation.

Facilitate Software Development Life Cycle (SDLC) process via testing, user feedback, and analysis.

L3 Microdyne Director of Client Services & Relations Torrance, CA 7/98 – 6/00

Responsible for the overall direction and performance of the Contact Center, partnering with clients during project/program implementations, and growing existing business in a 200-seat call center providing support via multi- channel environments. Directly managed all communications with clients, partners, and vendors.

Client communications and relations, presentations and contract negotiations.

Analyze forecast and through-put reports to develop KPI deviation and improvement plans.

Develop complementary company policies /procedures that could co-exist in diverse cultures.

Conduct performance evaluations and assist team in career path and goal setting.

Conduct new hire, product release, customer service skills, leadership and 1:1 training.

Partner with sales and marketing to showcase capabilities via trade shows and site tours.

Bridge communication channels with Director of Operations, Sales, Facilities, IT, QA, MIS, HR.

Keane, Inc. (NTT Data) Director of Call Center Operations Seattle, WA 7/93 – 2/98

Call Center Operations Director, Help Desk, Client Relationship Manager and Service Delivery Management roles. Provide customer service, technical support, and maintenance contract delivery services. Directly manage call center delivery solutions and partner communications for client and vendor partnerships.

Manage call center operations, service delivery KPI, resource budget, P&L, and performance metrics.

Recruit and manage delivery teams, deliver leadership training and conduct performance evaluations.

Develop business and quality assurance plans to meet contract specifications.

Conduct sales presentations to pre-qualified customers for closing new business deals.

Coordinate with sales, recruiting, and IT for RFP responses and cost analysis.

Manage ACD, IVR, VoIP, CTI reporting using Aspect and Rockwell technology

Provide multi-tier technical support, QA call monitoring, coaching and team mentoring.

Develop and conduct training curriculum for new hires on policy & procedures, technical support, product functionality, troubleshooting methodologies, and customer service best practices.

Field technical support questions, conduct troubleshooting, and provide problem resolutions.

Provide support using Siebel, Clarify, Vantive, PeopleSoft, and Oracle.

References & Client Portfolio

Provided upon request.

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