Currently working to convert Parallon HCA's contact center solutions to Genesys Cloud. This involves inbound/outbound voice, and outbound digital campaigns across all lines of their health care responsibilities. This is similar to what I did at DirecTV.

Was charged with standing up a CCaaS solution to discontinue the use of AT&T systems as part of the separation of the two companies, modernize DirecTV’s contact center environment, and improve customer experience. CCaaS Deployment – I personally managed the CCaaS selection process that involved 11 venders. I drove the strategy and overall configuration design that moved DirecTV to Genesys Cloud in just over 18 months. This involved converting 10K agents, which was done over the course of a few weeks, accommodating annualized call volume of 55M, and supporting 250K API transactions per day. Separate from AT&T – as a result of my efforts DirecTV was able to discontinue the use of over 40 contact center applications 6 months ahead of schedule. I was also able to rationalize the number of trunks. These two accomplishments saved the company roughly $10M annually. Modernize – used Genesys Cloud to address the following technology functions: interactive voice and digital channel assistance, cloud hosting, IVR self-service and flow design, API aggregation via MuleSoft, Salesforce’s CRM interface, Call Quality Monitoring, Workforce Management, IVR/ACD Reporting (Snowflake, Power BI), Desktop CTI Adaptors, Predictive Dialing, Real-Time Agent Assist, and advanced caller/agent pairing. Improve Customer Experience – redesigned and maintaining a consistent virtual agent interface across all voice and digital channels, delivered holistic customer journey reporting tied to SalesForce case management, redesigned IVR self-service capabilities and flows, enhanced customer profile details and intent identification. This drove a 10%-point increase in IVR self-service retention. By extension, this led to a reduction in calls routing to agents, which in turn afford DirecTV the opportunity to achieve its annualized budget reduction goal of $60M.

Managed a large organization of 300+ senior leaders and technology experts spanning 7 countries supporting contact center, retail store and administrative office technology needs for the entirety of AT&T. In charge of the following technologies: Avaya CM/CMS/ACM, Cisco UCCE/UCCX/CVP, Qfiniti CQM, Aspect Dialer/Campaign Manager, AT&T Toll-Free and circuit capacity management, SONUS GSX/SBC’s, Intrado e911, Afiniti, and CallMiner. Responsible for over 9K client premise locations, and 32 large hosted commercial and government clients such as the Social Security Administration, IBM, Ford, Shell, and the Department of Justice. Combined, these environments processed 90 million calls per month. Owned the strategic direction for all telephony environments. Guaranteed commitments at a senior executive level. Ensured deliverables were met or exceeded across all departments with Telephony needs. Owned relationships with more than 20 vendors such as Avaya, Cisco, OpenText, Aspect, Intrado, and IBM. Responsible for over 40 departmental relationships within AT&T to ensure day-to-day, year-to-year SLA’s and mean-time to resolution (MTTR) thresholds were met or exceeded. Sole responsible party for client satisfaction for core telecom solutions (hardware, software, and programming) and all associated connections across AT&T. Managed an expense budget of $30M and capital spending of $7M annually. Continuously developed creative, long, and short-term technology and headcount strategies to ensure maximum return on investment in a highly competitive industry. Consolidated and virtualized over 100 disparate TDM PBXs into centralized, redundant virtual VoIP platforms primed for omni-channel integration. Once complete, this effort cut system maintenance by $6M annually. It also facilitated the ability to absorb a 55% forced headcount reduction while continuing to meet and exceed all SLAs. Produced more than $50M in annual revenue from customized Cisco and Avaya solutions

Managed an organization of 200+ technology leaders and experts that provided support for the following functions for the combined companies of AT&T: Routing and CTI, Toll-Free Network scripting and account management, circuit capacity management, LAN/WAN network monitoring, ACD Infrastructure, IVR release and operational sustainment, Predictive Dialer and Campaign Management, Workforce Management, Call Quality Monitoring, Tier 1 On-Site Telecom support, TTY/TDD/Chat, e911, SBC programming, Change Management, 24/7 Telephony Help Desk, Project Management, and Contact Center Solution Architecture Design. Owned the strategic direction and support of the following systems: Nortel ACD/Symposiums and IVRs, Rockwell ACDs, Cisco ICM, Nortel 2K’s, Nortel MSLs, Qfiniti (eTalk) CQM, IEX WFM, Avaya CM/IVR/CMS, Concerto Davox Dialer and Campaign Manager, NexTalk TTY/TDD/Chat, Appneta Network Monitoring, Empirix, SiteScope, Intrado e911, and VMWare. Saved $8M annually in vendor maintenance by retiring multiple Call Center premise based TDM Nortel ACD/Symposiums and 6 Aspect Rockwell switches. Converted to centralized, redundant VM clusters hosting VoIP Avaya solutions. Developed the business case, deployment methodology, and procured the capital funding used to convert all contact centers across the combined companies of AT&T to redundant, virtual, centrally deployed VoIP solutions. Consistently achieved all key financial and headcount targets annually while averaging 70+ engineered and capital projects per year, of which 98% were delivered on-time and under budget. Consolidated and converted 92 Cisco ICM Peripheral Gateway pairs into data center based VM clusters. Simplified all 3rd party call center deployments. Lead the effort to enable all AT&T Wireless agents with the ability to access Cingular’s Point of Sales systems to facilitate the merger with Cingular.

Lead an organization of 100+ operations experts supporting 41 departments across 53 call centers spanning 4 countries. Owned the following functions: real-time center operations, call and headcount forecasting, call routing requirement development involving toll free, PBX, IVR, and CTI load-balancing criteria, contact center expense budget management, Corporate Real-Estate budget approval, and project management. Owner of deployment coordination, end-user training, on-going sustainment, and vendor relationship of the following applications: Aspect TCS and IEX WFM, National Operations Reporting Website (historical queue performance, outage/event notification, and forecast reporting engine) and Rep Linx (on-line rep level reporting tool pulling data from the ACDs, Workforce Management, and Call Recording tools)Owner of call center readiness. Guaranteed operational plans were worked to ensure all center agents were ready to take calls by successfully accessing systems such as billing (Convergys Atlys and MacroCell), and CRM (Siebel and Clarify). Responsible for desktop PC image specifications related to these systems, login administration and both data and voice capacity planning.Responsible for reporting related to Avaya IVRs, OCS (On-line Customer Services/ATTWS.com), Avaya ACDs, call forecast accuracy, and contact center performance/goal achievement. Generated service level reports for senior leadership and board of directors.

Productivity Manager, Orlando Call CenterManaged 5 departments with 20+ employees. These included Workforce Management, Call Quality Monitoring, Cellular Equipment Fulfillment, Financial Administration, and BPO Vendor Management.Responsible for Workforce Management that included the following activities: call and headcount forecasting (regression and exponential smoothing), scheduling, and staff reporting. Managed Call Quality Administration that included, monitoring, scoring, agent/supervisor feedback, and creation of scoring sheets related to call recordings.Managed the inbound Equipment Fulfillment team. This team interacted directly with customers to ensure they spent as little time as possible without a functional handset as such, this function was held to a strict 24-hour equipment delivery SLA. This team supported the Southeast customer base and began what was to become a successful National Warranty Exchange program.Responsible for all call center financial reporting that included headcount, facilities, and telecom carrier expenses. Produced 12 financial budgets of more than $250M in annual expense. Dotted line reporting relationship to the Southeast Director of Finance.Owned administration of the following systems: Aspect TCS, eTalk, Avaya CMS (certified administrator and custom reports), and AT&T’s Route IT. Owned national IVR reporting via BrioQuery and custom/designer Avaya ACD reports. Managed the Business Process Outsourcer (BPO) relationship with Convergys that included system and agent performance SLA’s and billing review/approval.Coordinated the creation of the National Activations Center that handled 60% of all consumer activations. Designed the billing methodology to cross charge departments for 20 inbound call types. (The first national department within the company)Designed all custom Avaya ACD reports. Created agent and skill calculations used within the corporation. Designed inbound toll-free routing scripts.