Telecommunications analyst, architect and consultant for enterprise organizations with contact centers. Additional focus on new technology enabling Communications-based Business Process Automation initiatives producing significant bottom-line results. I stay current with all of the major telecommunications and contact center vendors and trends.
DIFFERENTIATORS
The use of unique methodologies applied to your business needs analysis thru research and insights from my industry analyst reports combined with distinct RFP or specifications processes used for analyzing and designing telecom and contact center systems, along with previous product management and design experience at major telecom manufacturers I recently achieved certification from Interactive Intelligence as an Interaction Process Automation™ (IPA) Preferred Consultant.
WORK PHILOSOPHY
I believe in the ability to achieve business transformation within IT Frameworks based on a broad and deep understanding of Communications Architecture. Communications-based Business Process Automation added to Unified Communications can justify significant ROI for the enterprise. And studies based on the American Customer Satisfaction Index (ACSI) have shown that a one point improvement will increase the company's value by 3 percent. My proven program / project management experience balances such business and technology-based initiatives with an organization's culture and individual staff contributions in conjunction with change / improvement management.
CAREER OBJECTIVE
My goal is to work with CXO's, business unit, IT and Contact Center executives to identify options for improving financial and operational performance, and to manage programs and projects to implement and maintain best practices at all communication touch-points and to automate business process workflow throughout the organization.
NOTABLE ACHIEVEMENTS
- Authored the initial product design specifications for Toshiba's Interactive Voice Response (IVR) / Messaging platform, which successfully went from product concept to commercial availability that provided significant incremental revenue for the company.
- Lead the successful re-design of new enterprise and contact center systems for Los Angeles Department of Water & Power and Screen Actors Guild - Producers Pension & Health Plans that added new channels of communication in their respective contact centers.
- Performed patent-related research on several global organizations with contact centers relative to IVR and agent-assisted customer service applications whichprovided significant insight into their telecomoperations.
- Publish analyst reports of the top-tier and emerging telecom vendors that uniquely augment typical RFP processes
- Write articles and product reviews for TMCNet.com, Customer Interaction Solutions Magazine, Telecom Reseller, Contact Center World and others which position me as a thought leader in enterprise and contact center communications.
STRENGTHS
- Certified as an Interaction Process Automation™ (IPA) Preferred Consultant.
- A solid background in Telecom / Unified Communications / Contact Center systems design, specifications and program / project management for enterprise organizations
- Proven team leader with highly developed analytical, organizational and strategic planning skills with a focus on Communications-based Business Process Automation.
