Alan Albert Email & Phone Number

Deerfield, Il, Us

I am responsible for Walgreens taking the customer service strategic vision and successfully deploying it. I was recruited by Walgreens to head up the build out of Walgreen’s new customer service (call center) organization with the goal of being capable of handling 75,000,000 blended contacts a year form 2,500,000 in four years. This new organization has allowed Walgreens to reduce in-store retail staff by 5,000 and replace them with 2,500 call center staff. • Designed and deployed the organizational structure for all staff functions, including policies and procedures in both the inbound and outbound groups that optimize staff utilization while providing job diversity. • Responsible for the site selection, negotiations of tax incentives, construction, deployment of technology, and initial staffing of four new 300 seat calls centers, Orlando, FL, Muscle Shoals, AL, Oklahoma City, OK, and Dayton, OH.

Dallas, Tx, Us

Recruited by AT&T as a call center consultant and project manager. In this role I led contact center assessments, managed contact center process reengineering projects, and acted as functional lead for technical integration projects for clients such as Home Depot, Blue Cross and Blue Shield of Illinois and Texas, Boise Cascade, Trans Union, Commonwealth Edison, Citibank, and AON among others. An enthusiastic, hands-on performer, I utilized my ability to manage all aspects of a solution from definition, requirements gathering, design, deployment, and implementation. Being competent with both contact center operations management and technology gives me the expertise to lead clients through complex call center integration. Sample engagements include: