Anne Jorgensen Email & Phone Number

Phoenix, Arizona, United States

Fort Lauderdale, Us

Led and developed the account management, customer service and technician support capabilities for a start-up mobile vehicle repair service. Accountable for daily operations management as well as for developing the target operating model to scale to meet the needs of a rapidly growing start-up. Deployed new CRM and contact center applications, expanded contact channels, automated workflow, standardized the engagement model as well as developed KPIs to evaluate performance resulting in reliability, quality, and efficiency improvements.

Seattle, Wa, Us

Managed the Europe and Americas Consumer Customer Service Support (C2S2) Program Management Office (PMO) driving program alignment with customer service operations, technology and product/business launch strategies as well as best in class project execution. Directed team of program managers accountable for project and change intake, prioritization, resource capacity tracking and reporting insights. In addition, responsible for establishing and improving program management governance, methodology, tools and training.

San Francisco, California, Us

Directed vendor application selection, deployment, integration, and operations for Workforce Optimization (WFO) technology to include interaction recording, speech and desktop analytics, workforce management and fraud detection solutions for 45K+ agents and 100+ contact center sites. These applications were deployed extensively across the contact centers in support of compliance, quality assurance, forecasting, training and business intelligence.

San Francisco, California, Us

Responsible for driving tangible efficiency gains and cost reductions through identification and delivery of more consistent contact center operating processes and technology solutions across 60K team members and 150+ Contact Center sites. Partnered closely with key business operations and functional leaders (Contact Center Operations, HR, Finance, Corporate Properties, Technology) to begin standardization of operational metrics and reporting, core technology platform and future strategic capabilities, as well as establish best practices related to common contact center operations.

San Francisco, California, Us

Responsible for enterprise contact center technology production and test environment availability, infrastructure provisioning, and change management supporting over 70 diverse internal and externally facing applications and services that enabled over 40 lines of business and millions of daily customer interactions. Applications included automated voice response systems (IVR), intelligent centralized call routing (CTI), call recording, external auto dialing for sales and loss mitigation, agent servicing applications/CRM, digital collaboration tools such as chat and co-browse and post contact reporting and analytics.

San Francisco, California, Us

Responsible for the enterprise contact center technology Program Management Office (PMO) and program delivery. Directed multiple teams accountable for large scale contact center technology implementation initiatives, portfolio management, governance, audit and business continuity planning. Demonstrated excellence in delivering key technology capabilities leading highly matrixed teams while managing risk, scope, schedule, budget and resource constraints. Partnered closely with business and IT leaders to refine intake and prioritization process to ensure investments were aligned with strategic objectives, capacity and budget allocation.

San Francisco, California, Us

Responsible directly and through project managers for activities associated with complex enterprise technology and contact center merger/integration programs. Served as the contact center technology program lead for the community bank PMO during the Wachovia and Wells Fargo merger. Oversight of key enterprise merger projects that enabled the go forward contact center target business operating model.

San Francisco, California, Us

Responsible directly and through senior project management/business system consultant team for planning and deployment of complex equity product and pricing initiatives. Projects impacted multiple origination, fulfillment and servicing technology platforms across both mortgage and equity channels. Prior to April 2005 responsible directly and through senior project management team for managing technology infrastructure projects in support of rapid call center expansion. Projects included deployment of network, firewall, server, OS/desktop, Contact Center Technology (IVR, CTI, Dialer, WFM, QA), and loan sales and servicing applications.

Oversight of the Program Management Office (PMO) across a 17 entity, multi state health system. Responsible through regional project managers to deliver technology solutions in support of strategic priorities, as well as facilitated IS project prioritization.

Bachelors Of Business Adminstration, Management Information Systems

Education record

Education record