Dan Ratliff Email & Phone Number

Rockdale, Texas

I returned to Citibank in 2008 to manage the installation of the move from touch tone to speech IVR. I have since then resumed my consulting practice. Using industry best practices, I work with clients to improve user interface design of their IVR considering human factors engineering thereby improving user satisfaction, adoption and dramatically lowering cost to the business by way of call deflection from manned agents to IVR. Further, I can assist with voice talent selection, application persona, usability studies and overall application improvement.

San Antonio, Texas Area

IVR Strategic Development and Design. Managed and assisted with the user interface design from Touch Tone to Natural Language or "Speak Freely" Speech IVR. Over time with increased utilization and speech adoption, Citibank enjoyed cost savings with increased call deflection. I also designed applications for Citibank globally including but not limited to South America, Mexico, Spain, Venezuela, Portugal, United Kingdom, Belgium and others.

As the principal of Ratliff Consulting, LLC, I specialized in Interactive Voice Development and Design. My services range from initial business case consulting, through market research, application and dialogue design, implementation and project management.My clients include but are not limited to Citibank, Amerix Corporation, First National Bank of Shawnee, Honda Motors of North America, Prudential Insurance, Sprint PCS, Lucent Technologies, Richards Memorial Hospital, Caremark, and Citicorp Investment Services. I have been a keynote speaker at the Telephone Banking conference in London, England on Interactive Voice Response Development.

Voice processing user interface design, usability testing and consulting.

Director of Voice Processing for Citibank U.S. Responsible for all aspect of Interactive Voice Response for eleven U. S. Citibank markets. Duties included vendor selection/management, application and user interface design, voice talent selection and recording, application enhancements and updates. Designed user interface for the application that serviced eleven separate Citibank markets nationwide for Customer Self Service. Supervised the activities of six project managers that were responsible for application testing, maintenance and updates. Among other accomplishments, measured consumer response to changes in national IVR network application which resulted in extensive changes to original application. These changes resulted in 12% increase in usage within the first 30 days with concomitant reduction of complaints about the system, as well an annual savings in excess of 2.7 million dollars.

Kingsland, Texas

Mortgage Lending, Mortgage Operations and Board of Directors.

Finance, General

Business Administration And Finance