Chris W. Email & Phone Number

Offering consulting services to organizations focused on improving customer satisfaction, increasing call retention rates, and improving automated efficiency. Areas of expertise include:• IVR Design & Development• Speech Recognition Systems• VUI Design• Project Management• Strategic Planning• IVR & Call Center Integration• IVR System Analysis• Specification Definition• Client Relations & Support• Data Collection SystemsSome key accomplishments include:• Facilitated an IVR platform conversion a major west coast bank. Conversion included updating and migrating all back-end host transactions and took part in implementing a state-of-the-art Nuance voice user interface• Provided ongoing IVR rapid application development support utilizing Convergys/Intervoice Platform, VXML and JavaScript for large scale IVR systems. Also provided Project Management for key customer base overflow.• Increased call retention rate and boosted customer satisfaction for a major wireless carrier by developing various IVR applications to expand self-service capabilities, including adding balance, billing, minutes used, features and promotions.• Improved efficiency and 24x7 access to tailored information through customized IVR and intelligent call routing system.• Improved automation of banking information such as account balance, last deposits, and last checks paid, and activities such as funds transfers, loans, and bankcard activations. • Created cost-effective and timely way to provide feedback via custom automated voice response system. Survey results were tallied regularly using IVR reporting tools.

Listed skills include Ivr, Vxml, Telecommunications, Integration, and 26 others.

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  University Of Iowa

  Management Information Systems