Chris Mcgonigle, Pmp Email & Phone Number

Woodland Hills, Ca, Us

Program/Project Management role for enterprise-level Contact Center/Telecom and Network initiatives. Act as trusted advisor to deliver professional services and communications across a variety of business units. • North American Program/Project Manager for massive Transition & Transformation effort for network, contact center, telephony, audio/video conferencing services in new managed vendor environment. Scope included Transition of support for multiple data centers, 4 contact centers, over 7,000 devices across 200+ sites with new audio/video conference systems delivered on time within global contract parameters. Transformation efforts include all voice services moved to a new provider (60k DID’s and 4k Toll-free numbers) at substantial savings.• Lead several weekly internal business unit meetings tracking contact center requests, issues and project oversight. • Manage high profile Network Diversity project covering rollout of new design to improve diversity and resiliency at 25 mission-critical locations. Extensive planning and coordination of over 20 resources across a variety of areas to install new circuits and disconnect SONET RINGS delivering $8M of savings to the business. • Successfully completed Network Refresh project as sole Project Manager. $18M effort to replace over 2,000 networking devices for 30k+ users across 200+ locations. Gained standardization for hardware/software configurations, IP remediation and vendor management with scheduling/coordination of 300+ individual cutovers.• Managed large Internet project to double bandwidth to Dual 300 Mbps circuits with carrier diversity, Disaster Recovery options and reduced monthly costs by $10k.• Developed monthly Dashboard reports to accurately track and explain key contact center and network services to senior-level management.• Other projects include conversion of Toll-free numbers to SIP Trunking, move Third Party customers to standardized VPN configuration, IVR projects and more!

Peoria, Il, Us

RLI PROFESSIONAL SERVICES GROUPSelected to conceptualize new insurance product offering for technology organizations of all sizes. Responsible for all program management and related projects for creation of policy, customized applications, quotes, and communication channels: • Executed implementation of industry-first one underwriter methodology to quote the following lines of business: Technology E&O, Privacy, General Liability, Property, Commercial Auto, Excess and Workers’ Compensation. • Applied vast technology marketplace intelligence to document and shape insurance coverages. These efforts also led to development of a second privacy solution product for non-technology focused companies.• Liaised with key internal and external stakeholders to facilitate significant decisions spanning cross-functional sectors including legal, actuarial, claims, forms, and filing of product for sale nationwide.• Integral role in architecting strategic partnerships and rollout of wholesale/retail brokerage distribution roadmap for sale of professional insurance products. Quoted and booked $400k in revenue for 2013, first year projections estimated at $3M.• Coordinated and spearheaded underwriting training sessions for new hires and executive presentations for customers.

Wayne, Pennsylvania, Us

Completed Fundamentals First Insurance class and vast training to acquire Travel Underwriter Certification, Associate in General Insurance (AINS), Registered Professional Liability Underwriter (RPLU)credentials. Provided onsite expertise to brokers requiring approximately 15 visits monthly and 180 visits yearly. Helped to manage a $12M book of business with a single digit loss ratio.• Shaped editable technology application for customers allowing for streamlined quoting procedures. Interfaced with vendor to architect eRisk Hub, a free risk management service for technical policyholders.• Orchestrated development of program enabling IT provider the option of providing cohesive insurance program for members.• Authored product marketing collateral leveraged for key customer communication channels and common inquiries used by technical teams. Devised and presented 3 credit Continuing Education (CE) concept on Technology E&O insurance.

Us

Directly accountable for all facets of voice and data communications consisting of seven direct reports and support of over 1K endusers spanning six sites. Championed the following large-scale projects throughout tenure:• CISCO ICM Rollout: Strengthened knowledge of agents and decreased call times by installing intelligent contact management center hardware and middleware software involving incorporation of AVAYA PBX and InterVoice IVR.• New Site Installation: Constructed data center to offer lights-out room equipped with DS3 service for voice/data circuits and six MB Internet connection resulting in cohesive connectivity for all sites.• Genesys: Became largest project in 2005 valued at $2.5M calling for migration of call management from Avaya to Genesys with new voice flow scripting, e-mail integration, new soft phone services, and multisite routing. Designed Genesys lab and provided 24/7 support for final validation of system. Successfully optimized agent productivity and customer satisfaction.• Development of offshore workforce site: Played an instrumental role within corporate transition team to launch voice and data connectivity for numerous sites in coordination with senior management leading to reduction in costs and maximized workforce efficiency globally.• Network: Installed Verizon’s SONET service between Pennsylvania and Delaware offices to provide better experience for remote users. Incorporated F5’s BIG IP appliance to load balance web servers for enriched reliability. • Replacement of corporate Nortel PBX with Avaya S8500 (ESS): Transformed over 500 new stations covering 250 IP telephones in addition to merging voicemail systems and inter-office dial plan.

New York, Ny, Us

Garnered responsibility for leading expansion from 2 small facilities to 11 integrated call centers throughout tenure encompassing 3K professionals.• Applied ASPECT Release 7 Call Center infrastructure to incorporate 11 call centers with over 450 toll-free numbers. Directly oversaw 100 T-1 lines and processed approximately 30-50K calls daily. Led operations of eight-member team ensuring rapid mitigation of call center issues in a timely fashion.• Facilitated vendor discovery procedure for pre-call routing project gathering business-related documentation and crafting scoring matrix to enable final decision. Successfully accomplished $1.8M project on time and under budget at a cost of $960K. o Achieved CISCO ICM (Geotel) project within 60 days consisting of setup of over 250 toll-free numbers within 24/7 platform.• Initiated production of CTI solution to procure customer’s policy number and cross-reference database for internal IVR system allowing for automation of customer inquires and payment processes. Decreased call handling rate by 50 seconds and drove ROI.• Inaugurated new $1M DATAMART Project to acquire data from all sites within ORACLE database from concept to execution.• Created RFP for initial call center purchases engaging components and related pricing reconciling all user issues into standardized template.• Assimilated call centers with 5500 Aspect Call Control Tables (CCTs), IEX scheduling and forecasting, TEKNEKRON recording, SPECTRUM message boards, and MOSAIX outbound dialer products.