Bill Bush, Pmp

Bill Bush, Pmp Email and Phone Number

Contact Center/Customer Care Consultant @ Beryl Companies
Scottsdale, Arizona
Bill Bush, Pmp's Location
North Richland Hills, Texas, United States, United States
Bill Bush, Pmp's Contact Details

Bill Bush, Pmp personal email

Bill Bush, Pmp phone numbers

About Bill Bush, Pmp

20+ years managing ALL facets of multimedia contact centers. Industry certifications, combined with project management certifications (PMP), are added to a deep understanding of contact center technology, operations, and strategy.Specialties: Vendor selection, product management, project management, vendor-neutral consulting, contact center management

Bill Bush, Pmp's Current Company Details
Beryl Companies

Beryl Companies

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Contact Center/Customer Care Consultant
Scottsdale, Arizona
Website:
beryl.net
Bill Bush, Pmp Work Experience Details
  • Beryl Companies
    Senior Project Manager
    Beryl Companies Dec 2009 - Present
    View
  • Strategic Contact, Inc.
    Contact Center Consultant
    Strategic Contact, Inc. May 2008 - Sep 2009
    Vendor-neutral contact center consulting for large multinationals, state governments, etc. Recent engagements have included the development of a global contact center strategy, RFI prep/vendor selection for a hosted contact center solution, technology assessments, and more. North American and global experience including UK, Netherlands, Italy, Germany, and Japan. Contact center technology vendor analysis, including emerging technologies including unified communications, call center analytics, speech recognition, and application hosting.
  • Nec Unified Solutions
    Product Line Manager - Contact Center
    Nec Unified Solutions Jul 2006 - May 2008
    Primary customer contact solution point-of-contact for NEC sales channels. Work with engineering, marketing, and sales to develop and promote the optimum mix of contact center solutions. Develop product roadmap, liaison with technology vendors and OEM partners, and develop product release plans. Create a wide variety of support documentation including technical notes, white papers, training tools, etc. Assist with NEC Consultant and Analyst Relations team, as well as significant interaction with the Professional Services group. Manage other project managers and work as the primary liaison with technology partners. Bring new unified communications and contact center systems to market, including competitive assessments, market opportunity analysis, marketing, sales, and analyst relations.
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  • Aastra Intecom
    Product Manager And Manager Of Consultant And Analyst Relations
    Aastra Intecom Aug 2003 - Jul 2006
    Product Manager for a suite of contact center technologies that include PBX, ACD, IVR, CTI, reporting, multimedia, etc. As part of the Engineering team, recommended product enhancements, project managed the release of updated software revisions, and wrote technical support documents such as white papers, case studies, Product Notes, Operations Guides, etc. Managed all phases of product development, including features/functionality, integration, documentation, release planning, etc. Also acted as an in-house authority on hosted applications and contact center outsourcing. Architected a business plan to bring a hosted contact center system to market. Managed and maintained a set of competitive positioning reports and research. Focus was on IP telephony, converged PBXs, and adjunct contact center technologies. SENIOR MANAGER – CONSULTANT & ANALYST RELATIONS – AASTRA Intecom: Built a top-tier consultant and analyst relations program from scratch. Managed all aspects of the program, including marketing events, analyst briefings, and RFP/RFI coordination. Managed team providing a variety of marketing services to support the company's strategic initiatives. Provided in-house expertise and acted as a contact center subject matter expert available for consulting with other EADS/Aastra divisions, partners, and consultants. Developed strategies for identifying industry influencers and building dynamic partner relationships. Multiple speaking engagements at industry conferences and corporate events on a variety of client services issues including customer support, technical help desk, system implementation, project management, etc. Authored product collateral, technical Product Notes, Insider Notes, and technical updates, in addition to giving product demonstrations at industry conferences. Extensive relationships with leading industry analysts and top-tier, vendor-neutral consultants.
  • Confidential Client
    Contact Center Consultant
    Confidential Client Jan 2003 - Jul 2003
    Engaged by a Fortune 20 company to draft a Three Year Contact Center Technology Strategy. The strategy included technology recommendations, process re-engineering, and suggestions for operational and personnel audits. While working on that assignment, the same client requested assistance on contact center strategy, IVR call flow design, and also contracted for additional VoIP system project management.
  • Source Medical Solutions
    Vice President-Client Services
    Source Medical Solutions Jan 2002 - Dec 2002
    Managed all aspects of the Client Services department, including customer support, training and implementation, data services, etc. Created a "Center of Excellence" to provide industry-leading levels of care. Managed the integration of support and training for Source Medical and a recently acquired competitor. Established best practices for global deployment in all locations under the VP-Client Services sphere of control; . Managed the selection, hiring, promotion, discipline, and termination of employees. Developed budget for 30-person department. Directed and supervised all team employees in their performance of assigned duties and the manner in which they pursued their objectives and programs. Rendered advice, assistance, and guidance to other employees. Assisted in the development and follow-up of the corporate strategy and budget processes. Managed multiple complex projects touching on strategic, operational, and technical disciplines.
  • Vanguard Communications
    Contact Center Consultant
    Vanguard Communications Jan 2000 - Sep 2001
    Consulted on a broad range of call center and customer contact assignments. Focused on ACD, CTI, IVR, contact management, web, and CRM technologies, as well as implementation management; call center cost and performance modeling, and training. Developed business cases for call center consolidation, including the analysis of operational and technical alternatives and data and telephony needs. Note: Additional detail located in the attached Qualifications Document.
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  • Software Spectrum, Inc.
    Project Manager - Strategy & Tools
    Software Spectrum, Inc. Jun 1999 - Jan 2000
    Project-based engagement focused on contact center tools and technologies required to support the strategic direction established by Support Services. Vendor assessment, solution analysis, and the development of implementation project plans and strategies. Developed and re-engineered administrator and end-user training and curriculum. Primary areas of focus were workforce management, automated quality monitoring/recording, and knowledgebase systems.
  • Mckesson Corp
    Business Systems Analyst - Strategic Technologies
    Mckesson Corp Mar 1995 - Jun 1999
    Various call center positions, including management and strategic leadership. Led initiatives in technology analysis, implementation, and implementation management. Developed new "best practices" via business process re-engineering and process analysis. Developed new applications for existing systems, including applications that were successfully marketed to other internal McKesson business units, and were marketed to large clients for a profit. Part of the Call Center Initiatives team, involved in cooperative call center re-engineering efforts across business units. Successfully implemented new desktop operating system, quality monitoring, speech recognition, reader boards, and NT-based communication tools. Assisted in training development, job descriptions and new application training for two sites, with over 200 agents.
  • International Paper
    Contact Center Director
    International Paper Jan 1985 - Feb 1995
    Responsible for all aspects of three contact centers, with approx. 110 agent positions. Managed and led numerous technology initiatives including new PBX, corporate ERP, interactive voice response, and multi-site call routing. Responsible for scheduling, monitoring, as well as reporting metrics to senior executives.
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Bill Bush, Pmp Skills

Positioning Speech Recognition Customer Contact Consulting Help Desk Support Market Release Management Vendors Training And Development Sales Cost Market Research Netherlands Cti Revisions Contact Center Technology Implementation Methodology Aol Contact Center Consulting Acd Pbx Contact Centers Technology Analysis Scholarships Product Management Customer Support Assessment Japan Sphere Management Corporate Events Outsourcing Desktop Computers Integration Crm Job Descriptions Contact Management Auditing It Strategy Analyst Relations Source Public Speaking Human Resources Supplier Evaluation Profit Networking Analyst Briefings Strategic Initiatives System Telecommunications Call Routing Voice Process Analysis Competitive Differentiation Engineering Reporting Metrics Reports Strategy From Scratch Workforce Management Internet Protocols Engagements Strategies Cooperative Consolidation Medicine Training Customer Service Performance Engineering Solution Preview Conferences Subject Matter Expert Scheduling Documentation Project Management American Research Quality Control System Monitoring Product Development Reporting Emerging Technologies Pmp Call Centers Contact Center Strategy Guides Analysis Marketing Teams Project Based Learning Partner Management Rfp Coordination Voip Customer Interaction Spectrum Project Plans Operating Systems Business Systems Analysis Applications Client Services Communication Erp Rfi Strategic Planning Westlake Call Flow Design Operations Suite Interactive Advertising Case Studies Marketing Re Engineering Projects Business Case Technical Support Conference Speaking Project Contractual Agreements House Global Deployment Engagement Mckesson Analytics Re Engineering Paper Global Experience Linkedin Responsibility Internal Audit Multimedia Fortune Roadmap International Business Units Obtain Germany Executive Management Oracle Enterprise Manager Itil New York Business Process Re Engineering Credentials Dallas Software Ivr Certified Project Manager Psychology Business Planning Professional Services Agents Telephony Italy Market Analysis Budgets Business Strategy Nec Multi Site Unified Communications Application Hosting North American Accounting System Recording White Papers

Bill Bush, Pmp Education Details

  • Chenango Valley High School
    Chenango Valley High School
  • State University Of New York @ Oswego
    State University Of New York @ Oswego
    Business/Psychology

Frequently Asked Questions about Bill Bush, Pmp

What company does Bill Bush, Pmp work for?

Bill Bush, Pmp works for Beryl Companies

What is Bill Bush, Pmp's role at the current company?

Bill Bush, Pmp's current role is Contact Center/Customer Care Consultant.

What is Bill Bush, Pmp's email address?

Bill Bush, Pmp's email address is bi****@****aol.com

What is Bill Bush, Pmp's direct phone number?

Bill Bush, Pmp's direct phone number is +181760*****

What schools did Bill Bush, Pmp attend?

Bill Bush, Pmp attended Chenango Valley High School, State University Of New York @ Oswego.

What skills is Bill Bush, Pmp known for?

Bill Bush, Pmp has skills like Positioning, Speech Recognition, Customer Contact, Consulting, Help Desk Support, Market, Release Management, Vendors, Training And Development, Sales, Cost, Market Research.

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