Apac Customer Services, Inc Work Values

Daily Duties at Apac Customer Services, Inc:

Manager of Application Development (2003-2005) Directed 10-person team in all facets of application design, development, and support for 10 external call center clients generating over $50M annually. Coordinated CRM product implementations and integrations with existing proprietary programs and new, custom-developed applications. Prepared and presented solution recommendations to customer leadership with focus on revenue growth potential, cost savings, customer satisfaction, and ROI. • Launched Microsoft SharePoint system to enhance department/project collaboration and leveraged software development lifecycle (SDLC) methodology to improve project workflows, product quality, timely delivery, and performance. • Spearheaded implementation of Webchat, callback, and online collaboration tools to expand avenues of communication and to improve support satisfaction for field organization with helpdesk service at The Hartford Financial Services Group. • Led 3-person team to develop and implement system that enabled armed forces associates to schedule and confirm appointments through e-mail, outbound automated dialing, and inbound voice applications. • Transformed high-profile project to migrate Fleet Bank’s legacy systems to ePac environment. Expedited solution delivery to reduce projected months-overdue status to just 1 week. • Captured $5M in incremental sales by designing solution to identify and remedy bad forms of payment for Internet/mail-order transactions for only $30K. Systems Analyst (2000-2003) Evaluated existing business systems/processes to identify quality, profit, and performance improvement opportunities through system enhancements and new technology deployments. Researched and recommended cutting-edge call center solutions. Gathered and analyzed program requirements to define technical specifications. Prepared project plans and allocated development/testing resources to meet customer deliverables. Performed comprehensive reviews to ensure compliance with corporate policies as well as software development lifecycle (SDLC) standards. • Defined strategy to automate sales campaign framework development and to streamline support processes that delivered 71% reduction in related costs. • Reconfigured inbound call center system to enable remote technical support, which translated into $250K in cost savings while improving speed to market nearly 2-fold.

What they like about Apac Customer Services, Inc:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Analyst, Project Manager, IT Manager, Business Intelligence

Skills

Presentation, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Cognos ReportNet and PowerPlay , Business Objects xCelsius and Crystal Reports , Actuate Reports, SQL, PL/SQL , Oracle, MS SQL Server , MS Access , Purisma Customer Registry, Visio, MS Office Suite , MS Sharepoint , Visual Source Safe, Data Warehouse Methodologies , Siebel Sales 7.x , 2000 Call Center , Service Soft and Kana Response Email , Cisco’s Webline Chat/Collaboration, PMI Certified Associate Project Manager, Siebel 2000 Certified Consultant, Dale Carnegie Leadership Development Program , Priority Project Management Training, Business Analysis, Performance Management, Business Intelligence Design, Systems Design, Troubleshooting Systems, Project Management, Process Engineering, Process Re-engineering, Organization Building/Streamlining, Data Management/Governance

These are some of the questions we asked our climbers about their experiences with Apac Customer Services, Inc: