Alan P. Email & Phone Number

Roseland, New Jersey, Us

Roseland, New Jersey, Us

During my time in this role, I led a wonderful team of developers, engineers, and controllers who worked together to rethink and improve existing processes. Our goal was to reduce manual work and implement automated solutions for both customer and employee journeys.One significant achievement was spearheading the transition from a project waterfall approach to an agile methodology, using Scrum and Jira boards.I also managed the expansion of the Blue Prism robotic automation program, increasing the number of processes from 10 to 70 within two years.We now process over three million automated transactions annually through robotic process automation. This has resulted in the elimination of over 500,000 manual work hours and a 95% automation rate, surpassing our 60% target. These outcomes were made possible by developing solutions that optimized processes, improved service delivery, and drove revenue growth through the design, development, and implementation of machine learning, OCR, and robotics-based technology.My team and I successfully rolled out large-scale automated processes, generating an annual ROI of over $5 million for the payroll, tax, HR, and compliance departments.We also automated large-scale client acquisitions, including the largest ever at ADP. Leveraging sales and technology experience, we implemented a solution using a data lake, RPA, ETL, OCR, and APIs, offering a seamless transition for over 100,000 new clients.I spearheaded the creation of a groundbreaking SalesForce Coaching Dashboard MVP that consolidated ten disparate systems into one, revolutionizing the coaching and development process for people leaders.Lastly, by implementing UiPath Task Capture, we substantially reduced process documentation time from 40 hours to just 1 hour.

Basking Ridge, Nj, Us

I led a team of over 1,000 sales and service associates across five states, helping the region achieve top performance in revenue, productivity, and customer satisfaction.I implemented strategies to reduce operating costs, eliminate process inefficiencies, and increase annual revenue to over $40 million while improving the customer experience by bridging the gap between technology and operations.By listening and responding to employee needs, I raised employee satisfaction scores.I developed techniques to analyze industry trends and market research, allowing for data-driven decisions that increased revenue and decreased operational challenges.

Basking Ridge, Nj, Us

Owned the project portfolio for >500 call center improvement projects focused on automating repetitive functions, improving employee tools, and increasing revenue growth that resulted in >$50M in efficiency gains and elimination of 130K service calls.Developed and launched “Rep Guidance”, an application that created sales decision trees and automated desktop activities to increase customer revenue by 27% and overall sentiment by 29%, while reducing repeat calls by 8% and customer disconnects by 3%. Increased employee coaching sessions by 24% and improved first call resolution by 200bps through the creation and deployment of “Mobile Coach” - a first of its kind digital solution - providing access to all key employee performance data in one application.

Basking Ridge, Nj, Us

Orchestrated and owned the project portfolio and roadmap for >100 regional and national projects.Analyzed service and sales data to pinpoint opportunities and influence program roadmap and strategy.Introduced a performance management dashboard and scorecard that analyzed structured and unstructured data to provide strategic next steps for key stakeholders in the technical support group.Slashed waste by improving processes through Lean Six Sigma initiatives.

Basking Ridge, Nj, Us

Within 6 months, led the startup of Verizon's social media support program from idea to implementation including all tactical and technical components. Developed and implemented social media response strategies to increase digital engagement with customers. Recruited top talent, developed team mission and success metrics, and implemented processes and procedures.Within 3 months, actively listened and analyzed >245K monthly social media posts, performed analysis, and implemented strategies to improve first contact resolution by 10%.

Basking Ridge, Nj, Us

Served as project lead for Fios Digital Voice deployment in 13 states for 7 million customers. Responsible for analyzing data, forecast modeling, identifying trends, reporting out on results by creating dashboards, and using multiple communication strategies to update all levels of leadership.Achieved >$3M in savings by creating and delivering personalized training to contact center associates to improve voice, internet, and TV troubleshooting.Created and directed implementation of the regional roadmap for operational improvements, best practices, fallout reduction, and automation opportunities focusing on operational efficiencies and cost reduction opportunities.

Basking Ridge, Nj, Us

Gained invaluable experience by working on the frontlines to help customers with troubleshooting and general support in a fast-paced call center. Learned the value of teamwork and collaboration to take care of my peers and my customers. The time in this role taught me to always seek to first meet and then exceed expectations.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Science - Bs, Computer Systems Networking And Telecommunications