Brian Yost; Telecommunications
Resume:
Brian Yost
Souderton, PA 18964 **********@*****.***
PROFILE
Experienced professional of telecommunications seeking a position in a progressive organization. Experience with architecting, implementing, and supporting small to large scale call centers over multiple sites domestic and international. Capable of staffing, directing, motivating and cultivating highly skilled technical teams. Able to communicate effectively across all management levels and business units. Accomplished project management skills over high profile complex projects. Working experience with interactive voice response (IVR), Cisco ICM/Geotel implementation, quality monitoring, post call survey, voice analytics, natural speech recognition, work force management, ACD call flow management, fax server, automated call routing, (CTI) computer telephony integration, voice systems hardening, VOIP, PBX (Avaya, Nortel, Aspect, Siemens). Proficient with Microsoft Office and Microsoft Project software.
PROFESSIONAL EXPERIENCE
NutriSystem Inc., Horsham, PA
Manager of Telecommunications 1/07 – 5/09
- Provided strategic direction for the ongoing support and development of telecommunications and call center technologies and projects.
- Projects included:
- Aspect Unified IP dialer platform for contact center blending and blaster campaigns.
- Avaya CCE CTI platform leveraging screen pop, data warehouse, and enhanced call routing.
- Nice quality monitoring, screen capture, post call customer survey feedback, and speech analytics system.
- Implementation of TASKE call center reporting application to provide cradle to grave reporting.
- Microcall Call Accounting system.
- Aspect eWorkfoce Management forecasting and scheduling system.
- Directed a team of telecom engineering and systems analysts.
- Implemented project management methodology, enabling projects to be completed on time and within budget.
- Served as escalation for business critical issues regarding daily support and project status.
- Responsible for technology deployment and disaster recovery planning.
- Provided project status updates, proposals, and budgetary forecasts to senior executive management.
- Responsible for vendor management and professional services.
- Responsible for contract review and negotiations, statements of work, consulting engagements, and professional services.
- Provided call center dashboard metrics, call flow analysis, and call center analysis.
- Oversaw the implementation and support of video and audio systems; Tandberg video conferencing, Omnivex digital signage, Spectrum Wallboards, Polycom conferencing, Avaya SIP Meet Me Conferencing, and overhead paging.
- Managed Wireless accounts and provisioning for cell phones and Blackberry devices.
Sanofi Pasteur, Swiftwater, PA
IT Project Management / Business Analyst Consultant 8/06 – 12/06
- Project lead and systems architect for Sanofi’s Vaccine contact center CTI / CRM SAP solution.
- Assess and provide functional requirements for vaccine sales and marketing business units.
- Responsible for evaluating existing call center environment and offer recommendations for enhancements.
- Responsible for evaluating and providing alternatives to senior management and business stakeholders.
- Responsible for implementation of approved solution to encompass installation, testing and user acceptance.
- Responsible for contract review and negotiations, statements of work, and vendor selection.
ICON Clinical Research, North Wales, PA
IT Program Management Consultant 9/05 – 8/06
- Project lead and call center architect for Phase IV clinical trials engagements.
- Responsible for architecting a global inbound / outbound call center solution for global clinical studies.
- Leverage existing Nortel VOIP technology to support short term needs.
- Developed long-term strategy that is scalable and flexible for quick startup studies.
- Provided for a centralized reporting strategy to track all calls cradle to grave.
- Developed solution to encompass remote agents in various countries.
- Developed global fax strategy focused on outsourced solutions.
- Developed global telecommunications strategy for ICON offices worldwide.
- Implemented various call center applications supporting Late Phase studies and drug safety support.
JP Morgan Chase, Wilmington, DE
IT Program Management Consultant 3/05 – 9/05
- Provide program management consulting for Card Services helpdesk support and operations.
- Responsible for the consolidation of call center operations, procedures, and assets.
- Oversee Help Desk merger activities.
- Develop and implement training program that will acclimate transitioning resources to proposed platform.
- Identify and document applications, which will require migration and or sun setting.
- Meet with and update key stakeholders of progress, issues, and recommendations.
- Provide business analysis, define and document customer functional requirements.
Churchill and Harriman, Princeton, NJ
IT Program Management Consultant 9/04 – 3/05
- Provide program management consulting for pharmaceutical/bio science based clients digital credentialing.
- Ensure electronic records and signatures policies and procedures are in compliance with FDA regulations.
- Establish new processes and best practices to ensure clinical trial member support.
- Work with senior management to prioritize development requests and insure they are completed in a timely manner.
- Meet with potential new members to communicate products and services requiring travel.
- Provide business analysis, define and document customer functional requirements.
Synchronoss Technologies Inc., Bethlehem, PA
Operations Management Consultant, Wireless Local Number Portability 03/04 – 08/04
- Oversee end-to-end operations for Wireless Local Number Portability and new activations for corporate accounts.
- Responsible for managing all aspects of client engagement focusing heavily on B2B enterprise customers.
- Oversee order entry and provisioning team (48) for LNP, teleconversions, COAMs for GSM/GPRS,TDMA, CDMA.
- Direct 24/7/365 escalations team (10) providing support for porting issues for 2G, 2.5G and 3G.
- Responsible for the development and execution of quality assurance program.
- Oversee all contact channels for order submissions i.e. telesales, fax, web, email.
- Direct a team of dedicated customer relationship management associates (7).
- Review client contracts and service level agreements.
- Review performance and productivity reports with client and executive management.
- Accountable for staffing and performance management.
Comcast, Plymouth Meeting, PA
Technical Operations Consultant 08/03 – 01/04
- Directed technical operations for Comcast Commercial Online for Commercial High-Speed Internet customers.
- Directed 24/7/365 technical support, information systems, call routing, customer service, order entry, and billing.
- Set the standards of performance to promote superior technical support and meet established departmental goals.
- Prepared and controlled operating budget for technical support functions.
- Created an atmosphere of professionalism and mutual support among forty-four employees.
- Authorized changes/additions to personnel in order to carry out programs and plans.
- Interfaced closely with sales and marketing teams to manage customer needs and expectations.
- Introduce and support new products and services.
Covance, Princeton, NJ
Project Management Consultant, Enterprise Systems Architecture 03/03 - 08/03
- Successfully completed six-month contract obligation one month ahead of schedule with primary focus in enterprise system architecture, system security, and systems validation.
- Provided strategic planning for the development and rollout of systems security under 21 CFR Part 11 guidelines.
- Established standard operating procedure training plan for key areas impacted by systems security changes.
- Developed a change control and key project metrics process for security protocol updates.
- Established and maintained PMO standards and methodology for Enterprise Systems Architecture Group.
- Determined scope, objectives, goals and deliverables for projects under the PMO office.
- Participated in developing a framework and approach for large-scale process improvement/re-engineering efforts.
- Facilitate and moderate requirements discussions between business, technology and stakeholders.
Bristol-Myers Squibb, Princeton, NJ
IT Program Management Consultant 11/02 - 03/03
- Established project management office for 21 CFR Part 11 compliance for enterprise IT systems and applications.
- Developed strategies to ensure electronic records and signatures policies and procedures are in FDA compliant.
- Established systems training on new standard operating procedures resulting from systems remediation.
- Organized and streamlined the project management office through staff development and process improvement.
- Developed and managed all key project documentation such as the Project Charter, Issue Log, Work plan, Change Control Doc, Communications Plan and detailed MS Project plan.
- Tracked and communicated status of milestones and deliverables for twelve concurrent projects.
- Developed and implemented QA validation document control process interfacing with Documentum group.
- Established CFR Part 11 compliance project review process to ensure proper project closeout.
United Healthcare, Basking Ridge, NJ
Director of Information Technology 05/01 - 11/02
- Provided strategic direction for the ongoing support and development of customer service and claims systems.
- Directed a team of 30 developers, programmers, systems engineers, systems analysts, and project managers.
- Implemented a project management methodology, enabling projects to be completed on time and within budget.
- Served as escalation for business critical issues regarding daily support and project status.
- Established change control process that limit impact to productivity and ensured proper documentation.
- Facilitated and managed internal and external customer requirements and expectations.
- Defined and enforced policy and procedure the support and maintenance of Customer Service and Claims systems.
- Responsible for Program consisting of high profile and customer facing projects e.g. IVR, Cisco ICM, CTI solutions.
- Consolidation of 27 service center facilities to 10 large-scale contact centers by leveraging Cisco ICM.
- Increased customer self-service by developing and implementing IVR applications utilizing text to speech, natural speech recognition, VXML voice server development.
- Responsible for technology deployment and disaster recovery planning.
- Provided project status updates, proposals, and budgetary forecasts to senior executive management.
- Responsible for contract review and negotiations, consulting engagement, statements of work, and vendor selection.
- Centralized telecommunication support enhancing efficiencies and driving standardization.
- Established a team of highly skilled telecommunications experts and provide career development coaching.
SmithKline Beecham Clinical Laboratories /
Quest Diagnostics, King of Prussia, PA
Senior Manager Operations Technology 02/91 - 04/01
- Managed strategic business solutions for Revenue Services by leveraging new and existing technologies.
- Responsible for defining customer requirements and developing scope and objectives.
- Managed business systems analysts, vendor selection, accounts, contracts, and business technology budget.
- Facilitated discussions between operations and IT teams regarding key business objectives and technical needs.
- Managed program designed to blend and enhance technologies between SmithKline and Quest.
- Responsible for implementing and supporting customer relationship management applications e.g. Genesis call - routing, workforce management, quality monitoring.
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