As an Associate at Booz | Allen | Hamilton, Mr. Morad led the team that assisted the Internal Revenue Service in developing an Employee Resource Contact Center (ERC) that provides the first point of contact for Shared Services with multimedia (voice, fax, email, web) means of access for all IRS employees.Mr. Morad was responsible for overseeing the selection, identification of requirements, and implementation of a Customer Relationship Management (CRM) solution and an Aspect telephony system.This solution also included a self-service web site that services all IRS employees.He was also responsible for overseeing the implementation of the latest contact center technologies such as PBX/ACD, IVR, email, and workforce management applications.Also, Mr. Morad was responsible for the contact volume estimations for the contact center, which determined the network capacity, workforce, and technology requirements for the contact center.In addition, Mr. Morad developed an industry best practices document that outlined the contact center industry's best practices on multi-channel contact center operations, workforce management, management practices, and technology to allow the ERC to develop its own service metrics.
While at Booz Allen, Mr. Morad developed a requirements document for a health-related organization within the DoD in which he identified the necessary functional and technical requirements to procure a Customer Relationship Management software solution, along with other call center technologies.These requirements were used in a Statement of Work that was issued for an RFP from CRM vendors.
As Project Leader, Mr. Morad oversaw the Booz Allen team supporting the Department of Navy's implementation of the Aspect Multimedia Portal into its two contact centers.The project involved determining the client's functional and technical requirements and identifying the business rules used.
For a large Pharmacy Benefits Management company, Mr. Morad led a technical and strategy team in making recommendations for improvements in customer service, call presentation, processing, and management for a network of eight 500+ agent call centers.Central to this analysis were the following: consideration of Customer Relationship Management software (looking at impact relative to a custom-developed front end), evaluation of Workforce Management software use, telecommunications integration of the call centers (virtual scenarios), and organizational changes to the call centers.
Mr. Morad worked on a team supporting the implementation of an enterprise-wide call center design for the Department of the Navy.The project involved the oversight of the entire call center lifecycle – development, implementation, operations, and business process reengineering, and work.The project involved over 8 call centers located across the United States and in Japan.
Mr. Morad also worked on projects for the Department of Housing and Urban Development (HUD), the Federal Deposit Insurance Commission (FDIC), and France Telecom in recommending upgraded call center designs.He also recommended alternative outsourcing solutions to improve overall call handling and provide world-class customer service.