• Maintain statistical data on IVR performance and develops recommendations based on usage data, disposition codes and customer feedback. Making HP Direct IVR structure best in class for navigation time, levels and selections. • Responsible for call delivery decisions, operating hour changes, implementation of hold messaging, IVR structure and voice recordings for 8 IVR applications. • Procure and maintain dial plans for an inventory of 400 phone numbers.• Responsible for HP Consumer Direct (US and offshore), Small & Medium Business, and Canadian telecom infrastructure for the call center network including call delivery decisions to support traffic generation activities. • Support call routing and troubleshooting for multiples sites within the US as well international partner sites. • Led the telecom platform transformation project from Nortel to Avaya VOIP inclusive of Call Quality Monitoring System (Witness/Qfiniti)• Responsible for developing long-term telecom plan for cost reduction and customer experience which resulted in a reduction of miss-routed calls by 10% offering an annual savings >$100k• Responsible for agent telecom set up (ACD logins, headsets, e-touch, hard-phone)• Responsible for enterprise crisis management. Limiting down time to 98% and re-routing calls as necessary.• Developed and implemented strategies to route highest performing sales calls direct to top performing agents.• Implemented tools that enabled delivery of customer calls to specific call queues that resulted in large improvements in efficiency and effectiveness.• Refined processes to improve agent efficiency through telecom applications by limiting after call work time resulting in 10% savings in costs.• Program Manager for call center Quality Monitoring tool (Witness/Qfiniti). • Responsible for call center quality recordings entering the sales centers. Procured capabilities outside of company standards that enable 100% voice and data capture.