Senior Product Manager – Contact Center Hosted Solutions
Business & technology leader of a highly successful $100M Contact Center & CRM consulting and managed services (ASP) business, recognized as one of company’s most successful business services.
·Led a highly successful managed services business that resulted in revenue growth from $7M to $104M (includes: hosting, software hardware & Professional Services) and acquired 600 corporate customers within four years.
·Provided business development, system architecture, marketing and business management.
·Generated product revenue growth of Qwest’s Managed Services business by 106% in 2005.
·Successfully led the sale of approx $100M Federal Government Call Center “Networx” contract. Led sales process as Solutions Architect, Lead Presenter, Proposal Author, and Business Manager.
·Recognized as company’s leading evangelist in Hosted IVR & Contact Center technologies.
·Facilitated dozens of customer & seminar speaking engagements with Forester, Gartner Group, and Yankee Group on CRM & Contact Center technology and Managed Services at industry conferences.
·Constructed Contact Center and CRM consulting practice.Facilitated multi-channel contact center, VoIP, IVR, E-Chat, and E-mail solutions, utilizing Genesys, Nuance, ScanSoft & Cisco ICM software.
·Launched company’s Web IVR call routing business “EZ Route” (http://ezroute.qwest.com).
·Genesys, Inc. “Managed Services Partner of the Year” award recipient 2004 & 2006.
Senior Director of Professional Services (West Region) – Global Services Division
Business leader of company’s consulting business that provided E-Commerce, Call Center and CRM solutions for Qwest Hosting business customers. Managed 140 consultants located throughout U.S.
·Built Contact Center software practice leveraging Genesys, VXML & Nuance/Scan Soft technology
·Led a multi-company project with Qwest, Cisco & Microsoft that built a MS XP VoIP prototype.
·Successfully delivered over 50 software development engagements for Fortune 1000 clients.
·Facilitated system integration design with Siebel & Peoplesoft 8.0 back office systems.