Manager Project

Steve Chasak

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

Arlington, TX **017

214-***-****

Career Summary

Dedicated worker with over 17 years experience in the Contact Center/Call Center Industry. Managed the implementation and daily operation for a Fotune 100 outsourcing engagement consisting of 9 outsourced vendors and 21 contact centers. Coordinated the implementation of all voice and data connectivity and also agent tools. Have experience with contact center consulting, operations and BPO outsourcing. Have effectively worked with global teams internally and with external vendors and clients.

Skills Summary

 Genesys CTI

 Avaya

 AT&T Route-It

 AT&T Business Direct

 Project Management  Witness Call Recording

 Nortel

 LiveOps

 Edify IVR  IEX (NICE)

 VoIP

 TellMe IVR

 Nortel Symposium

 Incident Management

Professional Experience

TECHNICAL CONSULTANT – ACCENTURE JANUARY 2010 – PRESENT

Consulting with Rogers Communication with regards to their Care contact center operations. Actively participated in the analysis of three work streams:

 Queue Skill Rationalization and Site Consolidation – assist in developing long term transformation roadmap plan of having centers of excellence and reduction in number of skills.

 Forecasting Scheduling Intra Day – Implement Genesys CCPulse for Real-time agent views.

 Telephony and Routing Infrastructure – Analyze existing vectors, make recommendations to improve trunk utilization and reduce average speed to answer. Implement Reserve Agent routing. Make recommendations for long term enterprise routing solution.

TECHNICAL OPERATIONS MANAGER – ACCENTURE 2007- 2009

Single point of contact for all voice and data related activities for large telecommunications company. Project consisted of 9 vendors in 7 different countries with 21 total contact/call centers. Average monthly volume – 2 million calls and 59 thousand chat sessions.

 Project managed the launching and closing of various contact centers to meet specific service level objectives defined by the client.

 Deployed Genesys CTI application at various vendor locations.

 Developed Operational Excellence guidelines as it related to the Technical Operations team – greatly improved the interworking’s between various groups.

 Coordinated the installation of voice and data circuits (DS1, DS3 & MPLS) and dedicated VPN tunnels.

 Incident Manager for all technical related issues – triage with vendors, client and any third party vendors to resolve issues

 Established Change Control process and procedures for all vendor related changes and maintenance related activities.

 Coordinated the deployment and test of all new tools and applications (consisting of firewall rules and software installation).

 Coordinated the deployment of a hybrid Contact Center environment (LiveOps), which consisted of at home agents.

SENIOR TEAM LEAD – ACCENTURE 2000 – 2007

Led Help Desk Services – Technology Infrastructure group, consisted of members in Dallas, Ottawa Canada, Dublin Ireland and Bangalore India.

 Architect call flow and IVR structure for various clients transitioning their Help Desk operations from internal support to Accenture contact center support.

 Implemented several CTI applications (Nortel, Genesys and Apropos) consisting of multi-media platforms (Inbound, Outbound, Voice mail, e-mail and Web Chat)

 Subject Matter Expert for AT&T Route-It application – extensive experience in developing complex Route-It strategies.

 Administrator for several Windows 2000 & 2003 servers (SQL, Application servers, Lotus Notes and SharePoint).

FIELD SERVICE TECHNICIAN – VERIZON 1996 – 2000

Provide on-site and consulting for two clients (AMRE and Andersen Consulting)

 Implementation of Genesys CTI application in Dallas and Ottawa

 Performed various PBX upgrades to accommodate growth

 Implemented Nortel Customer Controlled Routing (CCR) for AMRE to provide estimated wait time and Time of Day routing.

Education

University of Texas at Arlington – Arlington, TX 1993 - 1994

El Camino Community College – Torrance, CA 1991 – 1992 DeVry University 1985 - 1986

Company Training

Accenture Project Management

Operational Excellence Advanced Deployment of VoIP

IT Service Management (ITSM) Essentials – ITIL Certification Cisco ICND ISDN Connections

Install and Initialize Avaya S8700 Media Server Solutions Nortel Symposium Installation and Maintenance

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