Responsible for managing Angel.com SaaS IVR cloud implementation.Responsible for reporting project, program status and updates to executive review committee.Responsible for managing all stages of global contact center solutions in the areas of VOIP, CTI, segmentation and routing, Self Service, End User Computing and Hosted/SaaS platforms.Lead teams across multiple areas of infrastructure, business stakeholders, in solution development, integration and deployment efforts globally.

Worked with Sr. management defining 3-5 yr strategy for contact center, based on creating a memorable customer experience and developing technologies, leveraging Genesys, Nuance and SoundBite.Owned the voice experience of the IVR, worked closely with Nuance & Genesys for tuning and grammar updates to ensure one voice and consistency across the enterprise.Functioned as Program Manager for IVR and responsible for moving on premises IVR’s to Nuance On Demand, developed a pilot for simple repetitive transactions with high value.Analyzed simple and repetitive transactions and developed speech recognition within the IVR, for an annual savings of $500k, while providing the utmost customer experience

Directed staff of 1-2, responsible for business requirements, testing and follow up on production outages, related to contact center applications and systemsDeveloped proof of concept for work from home pilot, with great success, has developed to 150 CSR's working from home, with savings realized in office space and increase productivity by CSR's. The success has expanded across the enterprise.Implemented functionality to allow customers to make EFT and Credit Card payments via the VRU, resulting in reduced call volume in to the contact centers and average of $1+mm in premium collected monthly.Subject Matter Expert for telephony projects and integration, across 7 contact centers with nearly 1500 CSR's.Point of contact for all telephony related projects, upgrades and integrations.

Automated Voice of the Customer survey process, researched vendors in Automated Voice Messaging service, developed automation to contact customers and track results and fulfill reports, this resulted in greater customer participation and an annual savings of $250k.Design, develop and maintain applications for Personal Lines to assist with various initiatives in the service centers.Provide application systems analysis for specific assignments. Acts as the interface between the business, systems and the technical support areas when additional technical support is required. Coordinate new supports and changes to applications.Ability to perform application systems analysis functions at a very high degree of accuracy and speed. Expert research and analysis skills in the formulation and definition of project scope and objectives. Analyzes and resolves system issues related to the business process.

Developed the Aspect IVR, TCS and CTI application Business Requirements/Functional Specifications, to be integrated with multiple interfaces, including Aspect ACD call routing, Speechworks technology, E-Talk quality monitoring, Novell client and AS400 mainframe. Developed and documented new processes according to the needs of each functional area. Provided reports for all levels of management. Developed various reporting tools, Crystal reports, Access and Business Objects.Played a key role in providing data and designs for Web applications related to customer service.Coordinated Customer Relationship Management (CRM) solutions, between Contact Centers. Developed and maintained detailed Customer Acceptance, System testing and scheduling. Performed lead analyst functions, throughout the full systems development life cycle including,(data models, database views) technology product integration and installation plans, technical and user procedures, systems and acceptance tests specifications.Developed business scenarios, case studies and cost justification to test feasibility of implementing new technologies.Coordinated the activities for project organization, definition, scheduling and staffing, direct liaison with Business and IT to formulate strategies to exchange data and work effectively as part of the business and technology teams to support system developments and support activities.Communicated and managed medium to large project designs, schedules and status to the appropriate teams and users via the use of project management deliverablesProvided support for all applications related to the Customer Contact Center, including customer service initiatives to reduce call backs for Customer Contact Center Representative.Performed Gap Analysis for system consolidation project, between corporate systems.

Under limited direction and extremely aggressive timelines developed a Provide Operations Service center, including new call routing platform, Quality recording platform, and metrics for driving results.Responsible for hiring and training service center associates.Implemented and supported daily maintenance of Aspect-ACD/Call Center functions, including the IVR System. Developed Customer Service initiatives programs to promote high quality customer service and first call resolution. Conducted training classes on usage of management software for the desktop.Programmed Call Center database and kept accurate documentation of system issues.Monitored and reported system activities, including trunk utilization, voice port performance and capacity issues.Collected Call Center data used to determine call routing, employee staffing and skill based configuration. Analyzed and wrote reports for Senior Vice President.Interacted with MIS and Telecomm staff to address software and hardware issues, including LAN and Rolm PBX issues.Cooperatively with MIS department, developed, tested, and maintained disaster recovery procedures for the Call Center.Evaluated new telecommunications and Call Center technologies, including interaction with external vendors. Wrote business cases to support potential purchase of new technologies. Maintained a high level of understanding of host systems processing and ability to troubleshoot, and offered suitable resolutions.

Communicated accurate response to routine letters and phone inquiries on all PHS products.Retrieved information from the AS400 applications to investigate and resolve client inquires. Performed data entry in a highly accurate and timely fashion. Handled difficult and sensitive client issues in a win-win situation with emphasis on client retention.Provided recommendations for quality and productivity improvements to enhance customer service.C.H.C.P.

Retrieved confidential patient information to verify accurate coding of ICD9 and CPT forms.Provided Customer Service face to face and over the phone to handle all patient requests.Prepared patient charts for upcoming visits and transfers to satellite locations.Provided reports for all aspects of patient accounts.Ran daily/weekly/monthly reports for providers.