Gary C. Masterson, Mba Email & Phone Number

Greater Chicago Area

Analyze contact center business requirements and design enterprise Cisco Contact Center solutions for Thomson Reuters' Global Contact Center Infrastructure (GCCI) worldwide contact center operations.

Chicago Metro Area

Analyze contact center business requirements and design enterprise Cisco Contact Center solutions for Thomson Reuters' Global Contact Center Infrastructure (GCCI) worldwide contact center operations.

Newark, Nj

Planned and coordinated technology deliverables for the expansion of the City of Newark's 311 contact center to include support for Newark Public School's K through 12 fall student enrollment.

Chicago Metro Area

Analyzed Fortune 500 clients’ business requirements and designed Cisco UCCE / UCCX contact center solutions with:• IP IVR / CVP self-service IVR applications• ICM call routing and call treatments• CIM blended email and web chat interaction routing• CTI OS / CAD agent / supervisor desktops with screen pop, alarms, and workflows• Outbound Option dialing campaigns including sales, collections, automated customer satisfaction surveys, and virtual queue callbacks• WebView / CUIC ACD reports, dashboards, and reader boards• Calabrio workforce optimization (workforce and quality management).Conducted Contact Center Optimization Assessments with recommendations resulting in the implementation of CUIC reporting with custom reports, CIM email and web chat, virtual queue callbacks, and customer satisfaction surveys.

Chicago Metro Area

Provided call center operations and technology “best practice” expertise to 5 sales and service call centers. Directed Cisco telephony engineers (2) that provided Tier 2 and project support for 5 call centers. Managed team (12) that migrated Canadian HQ and two call centers from Nortel PBX to Cisco IP telephony infrastructure. Managed team (12) that implemented CTI-enabled Oracle ERP order fulfillment system with Cisco CTI OS agent desktop with ANI-based screen pop. Managed team (8) that evaluated IP telephony-based quality monitoring systems and implemented CSI’s Virtual Observer for Canadian centers. Managed team (8) that consolidated WAN IP telephony service providers for 13 Canadian locations from three to one. Managed team (6) that upgraded and maintained Verint Impact 360 workforce optimization system. Managed team (5) that implemented Spanish IVR application for USG4You Architectural Solutions Center. Managed team (5) that migrated in-house Travel Services Center from Nortel PBX to Cisco IP telephony.

New York City

New York City 311 Citizen Service Center: • Developed policies, procedures, job aids, and an online knowledge base for Tier 1 and Tier 2 agents using Siebel CRM to handle non-emergency service calls for 40 NYC municipal agencies. • Assessed outsourcer’s operations, and recommended process, technology, and management improvements resulting in an increase in occupancy from <50% to >75%, and a 15% reduction in processing errors. • Evaluated workforce management and quality monitoring applications, developed RFPs that met NYC’s procurement requirements, and recommended final WFM and QM vendors.• Resolved workforce management implementation issues with vendor and Telephony Support team.Kaplan Test Prep: • Developed requirements and RFP for selecting mid-tier CRM application for marketing, sales, and service.

Chicago Metro Area

Wheels, Inc.: • Mapped “as is” processes and facilitated brainstorming sessions to re-engineer 5 legacy systems, 2 self-service web applications, cross-functional processes, and databases for the Drivers, Vehicles, and Maintenance Vendor call centers. • Analyzed business requirements for workforce management, developed RFP, and recommended final WFM vendor.American Dental Association – Member Service Center: • Mapped “as is” processes and facilitated brainstorming sessions to re-engineer key MSC and ADA processes in preparation for developing business requirements for a Siebel CRM desktop application supporting member acquisition and retention.

Chicago Metro Area

Kemper Insurance – P&C Insurance Service Centers: • Segregated telephony and contact center infrastructure (PBXs, IVRs, call routing, local and toll free service) for 10 contact centers sold to Unitrin. • Directed team (10) that developed a Periphonics IVR application for Unitrin.

Chicago Metro Area

Trigon BC/BS of Virginia – Membership and Claims Centers: • Provided project management, testing, and cutover support for Avaya PBX, IVR, and Cisco ICM implementation.St. Paul Insurance Co. – Direct Sales & Service Center:• Developed a business plan for establishing a direct sales and service center in synergy with its agency network.ABN Amro / LaSalle Bank – Customer Service Centers: • Evaluated the feasibility and business case for LaSalle Bank’s acquisition of Michigan National’s call centers.Philip Morris USA – Consumer Complaint Center: • Assessed management, operations, and technology and recommended process and Vantive CRM enhancements.American Institute of Certified Public Accountants - AICPA Help Desk: • Assessed Help Desk management, operations, and technology and recommended technical support process improvements.Century Marketing Group – Telemarketing Sales Center: • Assessed operations against “best practices” and developed strategic plan for implementing CRM, CTI, and IVR.

New York City & Richardson, Tx

Prism Communications - Customer Care Center: • Provided project management, requirements, process, design, testing, training, and implementation support for start-up ISP / CLEC’s Clarify CRM implementation. • Built-out 150 seat green field sales and service contact center in Richardson, TX.

Ft. Lauderdale & Latin America

Administered Phase I of an $8M project to consolidate 5 inbound/outbound LATAM contact centers into Mexico. Assisted team (>25) that designed a Pegasystem CRM application and Nortel Symposium telephony network with intelligent call routing, CTI-enabled agent desktop with screen pop, context sensitive country-specific business rules, workflow, and reporting. Directed team (5) that evaluated the operational and technical feasibility and business case for consolidating 15 international contact centers into 3, resulting in projected savings of $60M and 990 FTE over 5 years. Implemented IVR design enhancements that improved regional IVR utilization rates from <25% to >75%. Directed PBX, ACD, IVR, quality monitoring, and workforce management projects throughout the LATAM region. Managed LATAM regional vendor relationships with Nortel, Intervoice, Melita, Aspect, eTalk, Nice, AT&T and MCI. Established regional standards and “best practices” for operating contact centers throughout the LATAM region.

Chicago Metro Area

Mba, Systems Management

Activities and Societies: Graduated “cum laude” (GPA 3.8)

Bs, Industrial & Labor Relations

Activities and Societies: Delta Tau Delta (Pledge Trainer & Social Chairman), Cornell University Orchestra, Sage Chapel Choir, Jordani.

Business & Economics

Activities and Societies: Dean's List (3 of 4 semesters), Delta Tau Delta (Pledge Class President & Chapter Steward), Navy ROTC, Navy.

Certificate, Call Center Benchmarking

Agile Boot Camp

Pmp Certification Test Prep