Principal Consultant, Program Management, Change Management, and Process Improvement• M&A Project and Change Management• Contact Center assessment and process improvement• Customer/End User assessment and analysis for training approach and support

Led complex client engagements managing all aspects of project planning, communication, project delivery, including client relationships, project proposals, delivery team management, and overall quality of delivery. Served a broad span of Fortune 50 clients. Engagements included:• Large scale program management and change across multiple functional areas for activities associated with mergers and acquisitions (M&A)• Call center and IT best practice assessments and optimization techniques• Organizational strategy and change management design• Change management training and team facilitationSelected consulting engagements upon request: debphillips1@att.net

• Founded a consulting services firm focused on designing, assessing, and optimizing IT Help Desk and customer facing call centers• Co-developed an IT Help Desk and Call Center assessment tool recognized by the Help Desk Institute as the standard for best practice assessments and Help Desk manager course curriculum• Led IT Help Desk and Call Center consolidation programs for various clients• Facilitated IT Help Desk and Call Center training

• Founded a consulting services firm focused on designing, assessing, and optimizing IT Help Desk and customer facing call centers• Led various IT Help Desk and Call Center assessment and optimization projects for Fortune 100 companies

• Director of a centralized field service organization• Manager for call centers within a technical support organization• Manager for field service technicians