Description
Global Support Operations / Multi-Site Contact Center Management / Customer Relationship Management Results-driven Management Executive with strong business savvy marked by blend of strategic, operations, technical acumen. Prior U.S. Navy Search & Rescue crewman with 12 years domestic and international corporate experience delivering significantly increased performance in senior management capacities for Fortune 500 companies within financial services, contact center, and support operations industries. Highly effective communicator skilled at leading large multi-continent, multi-cultural, cross-functional teams in delivering measurable operational improvement. Recruited, developed and mentored teams of professionals that quickly achieved operational excellence. Experienced and motivated by challenges faced by companies seeking global growth. Customer-focused and performance driven.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Aspect Software, Inc. | (Confidential) | 7/1999 - 5/2007 |
| Capital One Financial | (Confidential) | 4/1997 - 7/1999 |
| U.S. Navy | (Confidential) | 12/1986 - 4/1997 |
Education
| SCHOOL | MAJOR | YEAR | DEGREE |
|---|---|---|---|
| Villanova University | Lean Six Sigma certification | 2007 | Specialist Degree |
| Central Michigan University | Management | 1997 | Master Degree |
| Rutgers University | Pre-Law (dbl major/Mathematics minor) | 1995 | Bachelor Degree |
Accomplishments
Highlights:
Created and led an on-site consulting division while at CenterForce Technologies wherein our main mission was to properly implement the Optimizer (best time to call) contact center solution and then train and certify the end users and their management teams on the use and expectations of that tool. There was a great deal of formal project management involved with this role. We performed this function for more than 70 customers throughout the US and Canada for primarily outbound collections operations across the full spectrum of the collections industry, and we also dealt with a few telemarketing operations as well. I was present at the customer operation for each of these engagements. - I understand predictive auto-dialers, collections strategies, industry best-practices and what my customers were attempting to achieve very well as a result of my experience with managing the considerable and geographically disparate technical assets and strategy implementation at Capital One, followed by my management and direction and consultations with customers at CenterForce and Aspect Software. - I also have a very firm grasp of the inbound side of the industry as a result of my management of our global customer base at Aspect Software. Technologies and topics such as IVRs, ACDs, digital call processors, PBXs/gateways, multi-tiered relational databases, voice recognition capabilities, text-to-speech capabilities, enterprise-wide e-mail/web/chat integration, call monitoring and call coaching software, workforce management software, robust reporting packages (Crystal Reports, ComposeIt, LYRICall), CRM software and applications, call routing schema, disaster recovery and preparedness plans and the like are things I understand well and can speak with authority about. Speficically, I understand well: Aspect Unison auto dialer (formerly Davox), Aspect Conversations auto dialer (formerly Melita/eShare/Divine), Avaya auto dialers (formerly Mosaix), Aspect EnsemblePro 'contact center in a box' (formerly CellIt), Aspect Customer Self Service IVR, Aspect Optimizer 'best time to call' (formerly CenterForce Technologies), Aspect Analyzer (formerly CenterForce Technologies), Aspect Call Center ACD, Aspect Spectrum ACD (formerly Rockwell FirstPoint), Aspect eWorkForce Management (formerly TCS), Aspect Enterprise Contact Manager (formerly Positive Software), Witness (and formerly Eyretel) call monitoring/recording/coaching software, Siebel and Clarify/AMDOCS CRM systems. - I have interacted to significant degrees with a whole range of global companies, from massive to small, and with a wide range of people inside of those companies from Presidents and CEO down to the end users of systems. As a personal aside, I am proud of some of the relationships I managed to build within a large number of these companies - especially when I was called upon to help correct suboptimal situations in crisis situations. Specifically, in no particular order, some of them include: Bank of America, American Express (Toronto), Chevron/Texaco, Homeside Lending, Chase, BB&T, CIT Group, Washington Mutual, 5/3 Bank, American Home Mortgage, Bear Stearns/EMC Mortgage, Americredit/AOC, Capital One, Ameritech/SBC Global Services, MBNA, AT&T Wireless, Royal Bank of Canada (Montreal), Ameriquest/AMC/ACC Capital, British Airways, IRS, First Financial Bank, First Merit Bank, Avelo Mortgage, Sage Telecom, Verizon Directories/Idearc, Touchstone/Novatel, Countrywide Lending, New Century Mortgage, Litton Loan Servicing, CCS Companies, VW/Audi Credit, Chrysler Financial, GE Capital, Greenpoint Credit, Greentree Financial, Ford Motor Acceptance Corp., Great Lakes Higher Education, Homeside Lending, Society for Human Resource Management, People's Choice Home Loan, ADS, ACS, BankOne, Provident Bank, Ocwen Financial, US Bank, Vital Solutions, Memorial Hermann Healthcare Systems, Regions Financial, PNC Bank, Inktel, Freemont Investment & Loan, Wellpoint Health Networks, EchoStar, Tupperware, Air Jamaica, WW&R, Comcast, SBC, Time Warner, Wolpoff & Abramson, HDIS, Homecomings Financial, Vortalsoft, Cascade Auto Glass, NCO Financial Systems, Cash Call, Aames Funding Corp., Istonish, Wachovia, Certegy, Cendant, Centennial Cellular, Star Medical, Solomon & Solomon, The Bil/Ray Group, Intellirisk, Sovereign Bank, CT Networks, Wendover Financial, Bright House Networks, EDS/GMAC Mortgage, Option One Mortgage, Wells Fargo Financial - and MANY others!Companies I like:
GE, HSBC, ING, Citi, Washington Mutual, USAA, Frito-Lay, Pepsico, Yum Brands, Countrywide, Intuit, Toyota Financial, other
Job Skills
Keywords
Responsibilities
Protect combined annual maintenance revenues of $81 million for $800M leading global call center technology company as Director, Global Support Operations. Created and led onsite consulting division providing strategic planning and process improvement recommendations to all customers situated within banking, finance, mortgage, student loan, auto loan, installment loan, retail loan, and credit card collections industries resulting in helping customers recognize tens of millions of dollars in previously missed opportunities, combined.
