Chris Mcphillips Email & Phone Number

Langley, Berkshire, Gb

Langley, Berkshire, Gb

Langley, Berkshire, Gb

Worked in conjunction with Sales, Engineering, Clients and Vendors in the design, configuration, pricing, business tactics, and implementation strategies needed to deliver quality solutions to meet customer requirements. Have been involved in many small and large projects including:• Completed an evaluation of vendors that led to the selection of a chat / e-mail management solution for a healthcare provider. Documented short and long term requirements, arranged multiple vendor presentations, determined selection criteria and process for evaluating vendor responses. Once selected acted as the customer advocate that managed the vendor through successful implementation.• Managed the implementation of an automated e-mail reservation system for a major book retailer. The system processed customer order requests from incoming e-mails, automatically generated appropriate e-mails to retail outlets based on the request, received responses from retail stores and automatically responded to the customer. This system exceeded the customer’s expectations. The system processed in excess of 1 million transactions per year saving at least $250,000 in annual labor costs.• Performed consulting services and project management for a travel company that provided assisted travel tours. The solution included intelligent routing for voice, e-mail and chat, voice automation, and customer satisfaction measurement. These solutions enabled the client to significantly reduce hold times, reduce internal transfers, increase channels of communication with customers and increase overall customer service.

• Performed consulting services and project management for the implementation of multi-year, multi-million dollar projects to update the call center technology. Products involved included:o IVR to provide self-service and call routing, o Developing web services to provide data to the IVR, o PBX and ACD systems to route calls to the correct agent (and pop the data from the IVR) o Call (and agent screen) recording software to monitor qualityo Workforce management software integration o Reporting. o System to enable agents to work from home Took a lead role in the development of requirements, vendor selection, and system design. During implementation had responsibility to oversee, manage and assist internal technical and development resources, with programming, testing and trouble shooting. Was also responsible for the vendor management of the six major vendors involved in the project. These solutions enabled the client to be more flexible due to technology, handle 24% of calls through automation, and to improve overall customer service. • Consolidated three call centers into two in less than three months using cloud-based technologies.

Managed the implementation of all of the low voltage systems for an under-construction youth correctional facility. The facility included 17 buildings within a campus environment and the following technologies; local area and wide area network hardware, software and cabling, desktop computers and printers, phone, intercom and PA systems, audio visual and sound systems for auditorium and gymnasium, internal TV systems and security cameras.

Us

Reported to the Manager of Professional Services with responsibility for managing numerous projects involving the integration and implementation of Data, Voice and Internet Technologies. Had responsibility for all phases of the project including budget control, status updates, change control, scope creep, implementation, testing, training, sign off and acceptance.• Along with managing multiple projects took a lead role in the creation of a focus group to develop a standard project management methodology to be used throughout the organization. This was developed to increase consistency and quality of delivery of projects.