Littleton, Colorado, United States
As an accomplished project manager and consultant, I have extensive experience in the Communications (Telecommunications, Energy and Utilities, and Media) and Finance sectors. I’m passionate about Contact Center Technology especially the data that optimizes the customer experience, and supports cybersecurity best practices. I’m known as the best technician in project management. Opinions are my own.
Responsible for developing and managing a collection of projects and transformation activities for cybersecurity. Initiated the cybersecurity program focusing on building cybersecurity maturity through the implementation of controls. Transformed the program to one that focuses on reducing the risk to the organization.
• Improved security poster protecting crown jewel assets by enforcing application whitelisting on clients and servers. • Improved customer experience and application stability by completing an omni-channel Contact Center software selection project resulting in a move to Genesys Cloud.
• Subject matter expert for historical reporting for contact centers; primary partner with the development team. • Increased automation by leading the redesign of the fraud detection solution for enterprise contact technologies, representing call routing and IVR teams. Collaborated with the Virtual Channel and Fraud and Claims Management partners, architects, and senior leadership. Documented the detailed design for routing, a cloud application, MW and a vendor product.
• As program manager coordinated multiple releases and projects to run concurrently. Coordinated the distribution of work for PMs across 4 key areas; IVR, routing, reporting, and application integration to back-end billing and other client systems. • Reduced costs of software development for an IVR release by 10% on average with a team of over 30 resources. • Managed a realignment effort due to a merger spanning 26 call centers and disparate functional areas across the US and Canada. • Managed the implementation of a Computer Telephone Integration (CTI) enabled infrastructure that resulted in a shortening of call duration and average handle times.
• Developed the implementation plan and coordinated the activities of over 50 resources in the deployment of hardware and software for a billing system supporting 4 million customers reporting to Senior Management and the CIO. • Managed the extraction of business rules by 20 developers from a legacy trading system and converted them into functional requirements to be used to design a new trading system. Included considerations from Risk Management to prevent insider trading, and additional controls for market and credit risk. • Improved efficiency of supply chain management for a discount variety store through a software selection process by training leadership team in approach, tools (MS Project).