Bob Mcelroy Email & Phone Number

Call Center System and Implementation Consulting

Implementation of large Contact Centers & Networks in North America & EuropeSprint – Kansas City, Missouri• Program managed the implementation of four Avaya 87XX Call Center’s in Kansas City, MO, Ft Worth, TX, Lemoore CA and Elkridge, MD. These systems with over 1,000 agent positions located through out the United States, subcontracted by the Federal and State governments, service the US hearing impaired community. XM Satellite & Radio – Washington, DC• Program managed the implementation of a 1,400 position extended call center for XM Radio. The S8720 system located in Washington, DC, with 100% remote MPLS connected ACD positions in 10 locations throughout the Caribbean, US, Canada, and Far East, services 100% of XM’s retail sales and service calls. The implementation commenced in May of 2006 and was completed in July 2006; it included multiple adjunct call center application services from Aspect-WFM, Witness-Recording, and Genesys-CTI.Lockheed Martin – King of Prussia, Pennsylvania• Program managed the implementation a 7,000 hybrid VoIP/TDM station (60%-40%) S8710 PBX and associated Modular Messaging system at Lockheed Martin’s multi-site campus location. The system was deployed over the client’s pre-existing Extreme Networks LAN/Wan infrastructure. Vonage Holdings – Edison, New Jersey• Program managed the installation of a 700 seat S8710 ACD and associated Modular Messaging and Blue Pumpkin WFM utilities at Vonage’s Edison, N.J. headquarters location. The system was deployed in a 100% IP configuration, soft agent positions and SIP trunk provisioned. It was ordered, installed and put into production in five weeks time and replaced a recently deployed Nortel Symposium 61C ACD. Vonage was the largest provider of broadband based VoIP dial tone in the North American residential marketplace.

Boston, Massachusetts

AT&T- LabCorp – Burlington, North Carolina•On behalf of AT&T conducted operational and technical assessment of Laboratory Corporation of America’s 4 city Atlantic Regional contact center network.Novartis Pharmaceuticals Corporation- East Hanover, New Jersey•Conducted an assessment of Novartis’ national Customer Interaction Center (CIC). This engagement focused on the contact center technical infrastructure- Avaya S8700/CMS, Conversant IVR, Avaya IC CTI systems, Blue Pumpkin WFM Scheduling, and current center operational processes. Wall Street Journal – Chicopee, Massachusetts & South Brunswick, New Jersey •Conducted contact center assessments of the Wall Street Journal Print and On Line businesses. Developed short- long range plans for Aspect ACD, Avaya IC CTI and Avaya Conversant IVR system replacements. Identified annual recurring cost savings totaling 16% of the current running rate. Oxford Health Insurance – Trumbull, ConnecticutAssisted in the vendor evaluation and selection process and developed the technical contact center road map and business case to replace Oxford’s two Nortel 81c contact centers in Hookset, New Hampshire and Tampa Florida. CV Therapeutics – Palo Alto, California•Designed and implemented a 3 site (California, Virginia and Texas) multi-company contact center system in support of the launch of the organization’s first FDA approved pharmaceutical product. Rogers Communications – Toronto, Ontario•Conducted technical assessment of Rogers 4,000 agent, 8 location, Avaya G3r/CMS, InterVoice IVR contact center network. The centers support all Rogers’ retail cable TV and cellular operations, respectively the first and second largest systems in Canada.

Com Partners provided strategic, operational and technical contact center consulting services. Engagements spanned financial services, insurance, electric utility, automotive and manufacturing sectors. A partial listing of the engagements I managed includes: • Warburg Pincus Funds, NY, NY New ACD Implementation-Aspect Contact Centre• Cross Country Motor Club, Boston, Ma. ACD –Rockwell Galaxy• Neuberger & Berman Funds, NY, NY IVR RFP & Bid process• Polaroid Corporation, Waltham, Ma. Voice Mail Integration Implementation-Nortel DMS• Putnam Investments Boston, Ma. ACD Contract & Price Negotiation – Aspect • Scudder Stevens & Clark, Boston, Ma. IVR RFP and implementation - Edify; G3r/CMS • State Street Bank & Trust, Quincy, Ma. ACD Ops & IVR redesign-G3r/CMS;Syntellect• Tampa Electric, Tampa, Fl. IVR RFP & Bid process• TIAA-CREF, NY, NY IVR & ACD planning Periphonics & Nortel

Ford Motor Company • Evaluated potential telematic providers and contact center service bureau acquisition candidates in the US and Europe on behalf of Ford. • Led North American contact center site selection efforts on behalf of the client.• Created the core traffic engineering based business modeling tool in support of Ford Motor Company’s North American telematic services offering. Commonwealth of Massachusetts - Department of Employment & Training• Managed the installation, from initial traffic engineering modeling through to implementation of a 500 position 4 city Avaya G3r/CMS with associated 288 port Conversant IVR platforms Quintus CTI servers, Intuity Voice Mail system in support of their client, the Commonwealth of Mass - Depart of Employment & Training. Ford Motor Company

Teachers Retirement System of the City of New YorkDesigned and projected managed the installation of the agency’s Manhattan based contact and walk in center. The new Avaya ACD system and IVR provides dramatically improved service to the members of 10th largest public pension fund in the US. Managed Call Center Consulting and Implementation engagements

Responsible for all Voice & Data engineering and operations in support of BFDS' 3rd party Mutual Fund Call Center Service Bureau. Designed and rebuilt BFDS' entire voice, call center and data communications infrastructures.

Tonbridge, Uk & Boston Ma

1985-1988 As the Director of International Telecom, located in Tonbridge, Kent, UK:Designed, built and managed the first Unit Trust contact center in the UK. The new systems positioned Fidelity to exploit the untapped UT potential and position itself as the market leader.• Installed and pioneered first toll free 0800 services in the UK 1985/1986.• Recruited, created & directed a UK based telecom staff to service all non US Fidelity locations.