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 for a company with an emphasis on social values and helping society is a clear and important priority for you - a critical factor in who you choose to work for. In contrast to other factors, you place an organization's reputation for fairness and concern for the community above most other aspects of the company. As you search for a new job opportunity, it is usually possible to find out if the company is involved in the community and/or if it is addressing problems and issues in society. Pay special attention to non-profit organizations and those specifically involved in social action. Moreover, speaking with current and former employees should enlighten you to perceptions of the fairness of the company's leaders and the treatment of employees.

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: