Over 20 years of project, financial and customer service management experience with particular expertise in Contact Center and software application engagements; growth and value adds; employee incentives; personnel development and retention; and acquisition activities.
Global Aspect Support
Contact Center Management
Managed numerous implementations of platform hardware and software ranging in size from 15 agents to multi-site CallCenters with 1500+ agents. Directed the activities of implementation teams consisting of Field Engineers , Business Applications Consultants and Contractors. Proposed effective solutions for client issues as well as presented value added opportunities for future sales.
Principal resource in the re-design of Aspect Global Support call routing to guarantee follow the sun distribution of incoming customer calls. Provided data analysis and designed custom historical Crystal reports for the Support Center and Customer Relationship Managers. Reports designed included data from Call Center ACD, Data Mart, AMDOCS (Clarify) and Unified IP.
Primary resource working with small, medium and large customers to implement state of the art complex contact center solutions including Call Center ACD, Enterprise Contact Server, Data Mart, Historical Reporting, Custom Reports, multi-site call routing, Viewpoint and Real Time Data displays.
Directed the Contact Center activities of a staff of 650 whose charter was to support the retail customer base of the largest Savings and Loan in the US. Utilized extended hours and resident systems to respond to product and account inquiries and transactions for all incoming calls to the retail branch network. Evaluated and installed state of the art technological solutions for a dynamic call center environment. Programed and maintained Aspect ACD and Syntellect VRU.
Directed all activities for a four hundred and fifty million dollar retail bank branch. This included staff hiring, performance reviews, disciplinary action, staff development, training, audit reviews, loss prevention, customer retention and acquisitions. Elevated Branch from a satisfactory rating to top tier Operational Excellency in less than eighteen months.
Directed all activities of a training staff of twelve instructors providing initial and ongoing training for Tellers, New Accounts Professionals, Supervisors and Managers. Participated in the development of the training curriculum for all levels of retail branch banking personnel. Designed an automated process for updating and maintaining Training Documentation to eliminate wasted duplicated effort and insure a high level of accuracy.
Provided support of customer retail transaction. Conducted all training and implementations of Automated Teller Machines (ATM) to the entire retail branch banking system. Orchestrated the roll-out plan for the branch ATM network and customer marketing which dramatically increased customer adoption rates and reduced in branch transaction traffic.
Active Member of local Project Management Institute Chapter
Active Member of Project Management Institute
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