Uptivity / CallCopy   9/2009 to 1/2016
Vice President, Operations

• Managed all services departments of fast growing start-up from infancy thru successful acquisition by inContact
• Accountable for forecasting and achieving revenue recognition targets
• Responsible for adherence to all external service level agreements and installation delivery commitments; Owned executive-level escalations for troubled clients and partners
• Channeled product feedback to development groups and collaborated to prioritize changes and enhancements
• Implemented GainSight to better understand customer experience and identify opportunities for improvements
• Managed preparation of and relocation to larger office space
• Participated in due diligence and organizational transition after acquisition
• Served as Salesforce.com administrator
  • Provided visibility to account value, third-party relationships, and payment status
  • Introduced assets and entitlements
  • Standardized project management processes using the application and leveraged this to establish delivery benchmarks, and derive and manage to goals
  • Established a company-wide issues management process using Salesforce.com
  • Configured and deployed customer community, including knowledgebase, which provided a self-service channel for clients

Affinion Group    9/2005 to 2/2009

Project: Contact Center Call Recording

• Authored RFP and participated in vendor selection process
• Partnered with selected vendor to define and satisfy pre-implementation requirements
• Aligned CTI data with recording records to provide meaningful attributes for end-user searches
• Served as arbitrator between vendor, IT, and business units to resolve any differences and ensure project progression

Project: IVR for Affinion Benefits Group

• Authored scope document, business requirements, and voice user interface
• Defined event logging conventions and developed reporting specifications

Project: Self-Service Membership Cancellations

• Managed expansion of IVR self-service capabilities
• Defined requirements for enabling self-service cancel requests according to account attributes

Project: Networking and Telephony Optimization

• Improved efficiency of IVR call flow, reducing average handle time by 50%
• Identified and prioritized opportunities to expand IVR technology across lines of business
• Defined IVR reporting requirements and mapped data elements to data warehouse for use with Cognos
• Managed Voice User Interface / design documentation

Project: Siebel CRM On Demand

• Mapped requirements for identity fraud services groups to Siebel CRM On Demand application
• Configured application to satisfy requirements
• Provided on-going support with reports; minor enhancement requests; vendor relations

Project: Siebel Assessment

• Assessed fitness of Siebel 7.7 Call Center global implementation for expansion to other business units and subsidiaries
• Identified design/configuration revisions required to alleviate performance problems
• Authored project business cases
• Created Siebel implementation project plan

 Other:

• Worked to identify and remediate security and compliance gaps in the contact centers and IT operations; Interfaced directly with PCI auditors
• Participated in Disaster Recovery and Business Continuity initiatives
• Refined and took ownership of NICE application administration practices; introduced improvements including extended recording retention time and advanced reporting capabilities using Crystal Reports
• Provided end-user support for SharePoint; Empowered the business to use SharePoint in place of paper-based processes
• IT Subject Matter Expert for multiple business units

INDEPENDENT CONSULTANT    4/2005 to 7/2005

Engagement: GE Rail Services
Siebel 7.7 – Call Center

• Supported cross-functional teams with gathering and documenting requirements and balancing application changes with process or procedural changes
• Managed program documentation, including project definition documents, program guide, and standard operating procedures
• Coordinated functional approach across concurrent efforts, with domestic and off-shore resources
• Provided Siebel subject matter expertise; Fulfilled role of enterprise business analyst specific to Siebel
• Reviewed team deliverables to ensure quality before release to client

IBM      2/2004 to 4/2005
Consultant

Engagement: Sprint
Siebel 7.7 eCommunications – Discovery and Design Phases

• Evaluated proposed processes and designs for adherence to Siebel best practices and usability principles
• Elicited and documented functional requirements; Mapped requirements to out-of-the-box application
• Applied knowledge of the various modules of Siebel in order to advise client on alignment of product with business challenges
• Acted as Siebel Subject Matter Expert for Process/Business Analysis Teams
• Partnered with Integration and Data Migration Teams to model account hierarchies and order submission processes

Engagement: Sprint
Analysis of Contact Centers

• Compared Sprint contact center staffing models to those of outsourced centers and industry benchmarks
• Identified and quantified impacts of deviations from leading practices
• Assessed escalation practices; Defined and documented necessary revisions
• Specified Span of Control target numbers; Developed Span of Control Transformation Plan for realizing Span of Control target numbers
• Analyzed contact center team leads’ job routines and recommended modifications

INDEPENDENT CONSULTANT     8/2003 to 1/2004

Engagement: Nationwide Financial
Siebel 6 Call Center / Siebel 7.5.3 Call Center

• Identified required pre-implementation inputs and decision points; Provided recommendations
• Met with stakeholders and users to review / manage expectations and identify opportunities to improve ROI, the user experience, and implement “quick wins”
• Worked with team to plan to reduce customizations in the new deployment
• Developed re-usable requirements gathering and release tools
• Transferred knowledge of Siebel’s methodology, processes, and best practices to team
• Provided advanced production support

LexisNexis     4/2002 to 7/2003
Siebel Subject Matter Expert / Solution Architect
Siebel 6 Sales / Siebel 6 Marketing / Siebel 7 Call Center / Siebel 7.5.2 Sales

• Delivered implementation effectiveness assessment and upgrade feasibility study
• Identified more than forty modifications to improve the user experience and strengthen adoption
• Streamlined processes to improve efficiency and effectiveness; introduced Siebel best practices 
• Driver of Siebel 7.5 design team for sales and marketing; Contributed to development of deployment strategy
• Developed and delivered training program for business analysts to standardize approach to requirements gathering and documentation, measure and improve Siebel skills, and establish program and project norms
• Authored marketing gap analysis
• Reviewed project plans for inclusiveness and feasibility
• Vendor selection / negotiation committee member

Cambridge Technology Partners / Novell     6/1999 to 1/2002
Project Manager / Business Analyst

Engagement: Reuters
Siebel 6.3 Call Center / Siebel 6.3 Field Service / Siebel 6.3 Sales

• Guided the refinement of regional business processes and out-of-the-box Siebel software to embrace new global model, which included 24x7 support and SLAs
• Managed a team of consultants introducing CRM, Siebel, and change management concepts to international audiences through facilitated sessions and onsite support
• Developed, maintained, and managed to project plans; collaborated with client to manage expectations
• Facilitated workshops with business stream leads to gather user requirements and understand work flows
• Assisted in the development of functional requirement specifications, high-level and technical design specifications, and project schedules
• Interfaced with executive sponsors to communicate applicability and benefits of CRM concepts and solutions specific to their environment and business needs
• Coached users to prepare for and execute user acceptance testing
• Managed observation tracking process and made recommendations concerning process v. software changes and the prioritization of elected changes
• Managed and participated on team that designed, developed, and delivered three-day sessions to international audiences which introduced the CRM ideals, the Siebel software, and global business model
• Developed and managed work plans, acted as key client contact, handled all scheduling, resource planning and allocation matters
• Monitored and reviewed team members' deliverables to ensure high quality and consistency

Engagement: Michigan National Bank
Siebel 99 Call Center / Siebel Finance

• Partnered with business groups to agree functional requirements
• Created and managed task matrix and task analysis; Contributed to development and maintenance of project plan
• Managed observation tracking process and coached client with regard to evaluating process v. software changes and the prioritization of elected changes
• Monitored and reviewed team deliverables to ensure high quality and consistency
• Participated on a team that designed, developed, and delivered customized end-user training
• Provided post-launch support to ensure successful adoption

Engagement: MCI WorldCom
Siebel 99 Sales

• Delivered customized two-day Siebel end-user training courses to global account managers in the United States
• Facilitated train-the-trainer sessions designed to prepare other consultants to deliver end-user training
• Supported on-site installation teams by troubleshooting implementation issues and managing client expectations
• Partnered with managers to capture best practices and refine processes

Engagement: Lucent
Clarify ClearContracts

• Designed and developed training to familiarize user acceptance testing participants with the application and the goals of user acceptance testing
• Developed scenario driven user acceptance testing scripts
• Leveraged testing scenarios and scripts to develop an end-user training course
• Liaised with technical integrators and business process experts to ensure training was aligned appropriately with the business objectives
• Implemented a communications strategy to introduce Clarify ClearContracts to the international user community
• Coached client in change management principles in order to drive adoption of the application and CRM ideals
• Authored post-mortem case study

Internal/Other:

• Two time winner of service line Spot-Light Award
• Developed intranet site to support on-site consultants working with Siebel, Clarify, and CRM
• Supported sales with development of proposals and statements of work

Siebel Systems     3/1998 to 6/1999

Engagement: PSDI
Siebel 99 Call Center - Service

• Partnered with business team to gather, validate and document end-user requirements
• Designed and produced end-user training courses to introduce Siebel and new business processes
• Delivered dynamic end-user training to international contact center agents

Engagement: CIGNA
Siebel 98 Call Center / Siebel 98 Sales

• Mapped business processes to Siebel software and identified gaps; Worked with development resources to vet and manage change requests
• Partnered with client subject matter experts to refine business processes and identify best practices
• Designed and developed intensive end-user training for CIGNA underwriters introducing Siebel and Trilogy
• Developed pre-launch demos and materials for various departments across locations
• Validated user acceptance testing scripts
• Quality assurance / bug capture

Engagement: PageNet
Siebel 98 Sales / Siebel 98 Call Center / PeopleSoft

• Worked with subject matter experts to map business process to software and identify gaps
• Worked to refine business processes for call center agents and retail sales representatives
• Developed program marketing support materials including milestone presentations

Engagement: Nationwide Insurance Enterprise
Siebel 3 Sales

• Participated in extensive, one-month training to learn out-of-the-box Siebel and the Nationwide release
• Provided end-user training and go-live support to Nationwide Insurance agencies across the United States
• Supported project management with the refinement of materials and processes as roll-out evolved

Internal/Other:

• Developed and delivered new hire training courses on instructional design and creating end-user documentation
• Contributed to the development of the out-of-the-box Siebel Call Center documentation
• Proposal development and sales support

Details of Prior Experience Available Upon Request

CERTIFICATIONS