Brad Totten, (Former Pmp) Email & Phone Number

Wherever I Want To Be

Remote

Supporting the Western Region overseeing implementation projects.

Certified PMP providing project mangement and consulting services to contact centers. Enhancing the customer experience through the application of technology. Over twenty years of Contact Center innovation and leadership in design, sales, implementation, product development and project management.

Managed a team responcible for the deployment and upgrade of all contact center related technology.•Standardized the enterprise contact center platform for quality assurance and quality control by introducing NICE systems into five call center sites.•Created a multi-tenant design that allowed cross calibration with external clients that has since been incorporated into the latest NICE product release.•Reduced headcount by 20 FTE by deploying Aspect eWorkforce Management system in two facilities.•Increased self-service call containment by 5% by deploying ClickFox analytical tools to monitor IVR traffic.•Documented an annual cost reduction of $1.64 MM by introducing Stratasoft dialers throughout the enterprise.•Reduced outsource expense 10% by designing and deploying a Citrix based dialer solution for India and Costa Rica.•Designed and deployed software integration between Stratasoft and NICE to separate individual calls. •Reduced misdirected calls by 35% by creating and implementing Call Reason tracking.•FASTER Gold certified, Countrywide’s equivalent of Six Sigma, achieved by less than 2% of employees

Fund raiser for non-profit corporations.Directed all phases of corporate image make over including corporate name change, logo and marketing materials.Designed and registered CD mailer with integrated business reply card which increased direct mail response by 13%

Start up launching alternate telephone services over VoIPDirected all phases of the corporate start up process including corporate registration, logo design, business plan and venture capital fund raising.

Manufacturer of VoIP server and router technology.Directed all phases of product launch of Click2Talk™ ASP applications using Franklin’s technology

Start up launching integrated VoIP based services.Led a team developing a comprehensive Market Requirements Document for a web-based ASP model delivering integrated VoIP services.

Worked with David Hadobas to establish regional chapters of CCNG in Los Angeles, Orange and San Diego Counties.

Intel spin-off and start up manufacturing H.323 based VoIP based servers.Marketed VoIP servers to corporate prospects for call center applications.Sold first Push-to-Talk© application to Hilton Hotels who received an Effie Award for their use of the application.

Developed contact center market for the NICE product line on the West Coast. Introduced Blue Pumpkin Software leading to a distribution arrangement.

Support field sales team with complex call center applications.

Manufacturer of predictive dialing systems.Opened West Coast market for outbound call center applications.- Received the annual sales award for most new name accounts three consecutive years- Designed and sold the first switch integrated dialer to the one of the two major political parties- Designed and sold vertical market applications to newspaper industry; clients included Orange County Register, Seattle Times, New Orleans Times Picayune

Bs, Management

Associate Of Arts (A.A.)

Served as Freshman Men's Representative on Student Council