Customer Service Management

Technology leader with ** years of technology experience, with a concentration in Voice/Data, IVRU, CTI, Siebel CRM and Contact Management systems. Solid grounding in all aspects of IT and IT budgeting, managing multi-million dollar projects with experience in execution of leading large technology teams. Collaborated with senior executive management to conceptualize, plan, and drive critical projects from inception to conclusion. Experienced at aligning IT and business strategies and developing solutions for those strategies. Developed and ran PMO for major corporate initiatives. Excellent understanding of web and client-server architecture, voice/data integration, mainframe and distributed systems development, network setup, hardware/software, vendor management and outsourcing (including negotiation), and customer support.

IT Industry experience (years exp.): Wealth Management(7), Service Delivery(9), Healthcare(4), and Pharmaceuticals(4)

Areas of expertise are as follows:

Strategic Information Technology Planning and Delivery * CRM Solutions * Business Intelligence

Systems Architecture * Team Leadership, Motivation, Training * Consensus Building and Collaboration

Staff Management * Enterprise Information * Enterprise Level Systems Integration * Infrastructure Design

Systems Integration * IT Strategy * Project Management and Quality Assurance * Strategic Alliances

Vendor Management/Strategic Relationships * SDLC and Best Practices * Process Improvement

Experienced at developing technology solutions in conjunction with senior executive strategies

Major accomplishments:

1. (6/2004-Present) BANK OF AMERICA Corporation –Advanced Telephony Platform, CRM, Call Center and Voice/Data Systems

Led teams of over 100 professionals in the development and advancement of the organization’s Call Center, Interactive Voice Units (IVR), Telephony (CTI), and Advanced Phone Systems support, as well as Client Relationship Management (CRM) systems built in Siebel, and design/development/implementation of additional leading edge front-office initiatives. Drove on-time and on-budget delivery of systems based on hundreds of critical business initiatives yearly, across various areas of the organization, while continuously collaborating with stakeholders. Responsible for a $25 million dollar budget. Facilitated and taught leadership classes to IT management (“Taking the lead”, “What it takes to be a good leader”). Nominated by senior executive management for Global Technology and Operations Award-of-Excellence (the highest level of achievement for excellence within the entire organization). Completed “leading by example” corporate executive training. Frequently ranked “Exceeds expectations” - top 20% of organization.

Operational Highlights:

* Leading technical areas for strategic systems projects and business initiatives relating to contact management. Systems handling 24mm calls annually with >60% automation in some LOBs. Deployed call center efficiencies (process automation), client prospecting, marketing and sales, account opening and maintenance, customer systems, client relationship and account management, contact/call routing through IVR/CTI (Genesys), front office to back office workflow (TIBCO), and critical customer/account analytics (Siebel).

* Streamlined account opening business processes from days/weeks, to hours/days, while collaborating on increased responsiveness and turnaround time for client information from mission critical applications.

* Drove automation that improved service levels to the customer facing business areas, and contact management/call centers areas using Siebel Systems Software, which lowered costs while adding new capabilities through aggressive execution of enhancements to those systems.

* Introduced “role” based business/identity management for simplification of user system-access procedures. Spearheaded first applications to use Single Sign-on.

* Championed a consistent project methodology (agile Rational Unified Process - RUP) and ensured adherence by random participation in various business and technical iteration sessions with IT and business community. Also familiar with Waterfall SDLC used by Call Center (Genesys) support implementations.

* Managed Front-office compensation systems based both on sales claims and revenue.

* Led Siebel systems upgrades and customer/client relationship requirements deployments.

* Established and executed tactical and strategic technology plans based on integration requirements from US Trust/Bank of America merger.

* Managed full client data conversion efforts of Siebel client data systems, after purchase of US Trust by Bank of America.

2. (5/2000-6/2004) MEDCO HEALTH SOLUTIONS, Franklin Lakes, NJ

Directed Medco-Health’s customer facing strategic system initiatives, managed care and health business systems support, and managed the technology project office (PMO). Was responsible for developing and implementing the CRM strategy and architecture at Medco Health Solutions. Ensured excellent working relationships with internal/external business partners in all areas (Customer Systems, Physician Services, Health Management, Sales). Collaborated directly with “C” level executives to implement tactical and strategic visions for critical business initiatives using technology and automation.

Operational Highlights:

* Led Medco-Health’s Customer Resource Management (CRM/Siebel) strategic system initiatives, system’s deployment, managed care and health business systems support for the service delivery area. Responsible for developing and implementing the CRM strategy and architecture at Medco Health Solutions.

* Responsible for a team of 40 individuals. Portion of daily duties included budgeting, performance evals, employment cycle, coaching/counseling, and status/progress meetings.

* Ensured excellent working relationships with internal/external business partners in all areas (Customer Service, Physician Services, Health Management, Sales)

* Implemented Siebel Call Center Systems, Workflow and Assignment manager systems for contact management, which focused on customer commitment tracking ($3.0 million in annualized benefit-through cost avoidance) and automated workflow processes to minimize manual routing of work. Implemented a “Specialty Pharmacy” patient care unit system.

* Deployed pharmacy contact management systems, which allowed “bundling” of calls to physicians ($2.8 million in annualized benefit-through increased efficiencies).

* Responsible for the project office which supports the Customer Service Redesign project and built and included ROI for key corporate initiatives.

* Built and managed the PMO for the senior applications Vice President. Created a standardized project-tracking portfolio, and developed uniform project plans and statements of work for over 30 major corporate initiatives that were responsible for annually generating $12 million dollars in direct revenue.

3. (9/1997-4/2000) AETNA/PRUDENTIAL HEALTHCARE, Roseland, NJ

Responsible for an award winning technology strategy in developing Prudential HealthCare’s internet systems. These systems serviced more than 1.2 million PHC members. Architected applications that provided internet based self-service portals for claims, eligibility, benefits, provider and plan sponsor inquiries and updates. Systems substantially reduced phone volume to call centers, provided access for members to their plan data and claims, plan sponsors to member eligibility information, and providers to retrieve member/ insurance data. Led team that won the “1999 Prudential Corporate Business Value Award” for technology and innovation.

Operational Highlights:

* Internet systems department responsibilities included development of business requirements and support of all internal and external websites. The Client Online Portal System won parent company - corporate award for best leading edge design.

* Responsible for Customer Service Web Tool. HealthCare intranet-web based data inquiry and retrieval application (contained over 10,000 pages of information). This communication system was used by the entire organization and provided specific client detail, state regulations (incl. HIPAA regs.), call-flow & training materials, Call Center site specific bulletin boards, product guidelines, and links to other web-based support tools. Recipient of the Prudential Corporate Quarterly Business Value Award.

* Managed activities of internal web-based Intranet department, which built and maintained more than 100 Intranet systems and portals. These systems substantially reduced employee workload by performing enhanced data access and provided consistent and reliable data from systems of record.

* Directing activities of the customer service applications area, which supports 5 million+ healthcare members, 3400+ internal seats (system users) at 4 national service centers, and 30 satellite sites. Systems handle transactions generated from an average of 1.5 million inbound calls per month.

* Lead contact management and Internet/Intranet technical areas for transition and integration requirements to Aetna/US HealthCare during merger.

* Special Projects: Led the planning, design, and setup of new vendor call site (Teletech co., Ca.), from inception to completion of project. Setup entire Call Center solution, working with voice and network vendor groups and various technology and business areas. Planned and aided in the re-routing of call volume. Assisted with training schedules for vendor resources. Responsible for operational monitoring and technical direction of over 150 contact management representatives at this location.

4. (1989-1997) UNITED PARCEL SERVICE, Mahwah, NJ. – Technology Project Manager

Responsible for the planning, architecture, design, development and deployment of UPS’s primary client-server telephone center application, servicing 10,000 call-center CSRs and handling approximately 5 million orders daily. Designed and deployed client-server tracking system for undeliverable packages.

Operational Highlights:

* Contact Management System provided full data mining, retrieval and order/pickup placement capabilities to call center operators. Migrated DOS/3270 front-end to VB/Windows GUI interface and deployed to 8000+ users. System enhancements improved CSR call time performance while decreasing training time. Led team that designed call center client-server messaging based architecture, which was designed entirely in-house, using MQ-Series from PC to AS400 to MF.

* Responsible for maintenance and support of existing Call Center and Tele-servicing application prior to, and during, conversion process of above application.

* Managed activities of contact management mainframe development area, AS/400 development area, infrastructure support, and QA lab. Supervised activities of up to 25 internal and consultant resources and various team leads.

5. (1987-1989) YEGEN ASSOCIATES, Paramus, NJ. – Programmer/Analyst

* Developed Credit Application Processing System linking to credit check agencies for processing loan applications. Also wrote several financial programs which calculated amortization schedules and various loan plans.

TECHNICAL EXPERTISE

Systems Engineering and Application Development and Architecture, Web-based Design and Strategies, Telephony, Network Topology and Architecture, Electronic Switching Systems, Genesys, Call Routing, IBM Mainframe Based Systems, HP/Sun/Intel Servers, UNIX (Sun, HP), DOS, Windows, CRM and Call Center technologies including CTI, ANI, DNIS, Voice-data integration, as well as TIBCO workflow routing tools, and Siebel Systems (including leading Siebel upgrades from versions 6 to 7, 7.5 to 7.7, and 7.7 to 8.01)

CERTIFICATES AND CONTINUING EDUCATION

MIT – Massachusetts Institute of Technology - Sloan school of management:

Executive Certification in Management and Leadership (MIT certification received)

Bank of America: Completed leading by example training (2 week executive training)

ValTech: Agile Rational Unified Process and Requirements Training

Novell: Certified Network Engineer (CNE 3.51)

UPS Training Schools: Supervisor Leadership School (SLS)

Completed intensive 6 week training program for managers at UPS.

EDUCATION

Bachelor of Science, Computer Science, 1987

William Paterson University, Wayne, New Jersey 07470

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