Greg Keating Email & Phone Number

Maryville, Tennessee, United States

Saudi Arabia

• Responsible for implementation, coordination and execution of the Project Management (PM) organization overall Enterprise Risk Management (ERM) framework and processes for 21 project departments managing 202 capital projects valued at over $123 billion and 105 thousand employees and contractors.• Improved Operational Excellence scores for the PM organization Admin Area exceeding targets by 102%.• Worked directly with PM General Managers, Department Managers and risk teams to ensure compliance with the ERM process and area deliverable requirements. • Provided quarterly updates to SR VP, Service Line ERM team and the Corporate Planning team on the roll-out activities and KPI scores, ensuring that risk management activities, including monitoring, review and reporting were performed on a timely basis.• Developed and implemented the PM Initiatives Risk Management Process to identify, manage and monitor risks specific to any new initiatives generated during the yearly business planning cycle.

Saudi Arabia

• Provide assistance and support to the PM VP in a variety of business support services including communications, planning, budgeting, programs, accountability, management performance and special projects as assigned.• Responsible for preparation of data for Business and Operating plans for presentation to Senior Management.• Automated and streamlined the generation of workload indicators of appropriations, capital expenditures, project status, forecast & reporting for all planning and accountability cycles. • Complete PM level variance justifications, narratives and highlights for senior management.• Ad-hoc analysis for related Finance and Technical Services Business Line requests

Boise, Idaho Area

Contracted with medium and small businesses to determine where efficiencies, optimization or automation could benefit customer. Outline tactical plan to enable business to drive to strategic objectives. Worked with client to define operational standards and optimize processes, leverage/automate current tool sets, develop custom tools to collect data, track KPI's and identify areas for improvement enabling business to quickly identify issues and opportunities drive process improvements and achievement of Business Objectives.

Indianapolis, In

Acted as the critical link and central point of contact for managing information requirements and delivery between the technical functions and various business segments. Regularly met with the business to understand emerging needs and ensure that the technical solutions developed enabled business to identify issues and drive resolution. Responsible for management of IVR and call reporting activity, requirements capture, and performed in depth analysis as required.• Managed tactical elements of strategic initiatives and collaborated with cross functional organizations to achieve strategic goals.• Partnered with business, enterprise architecture and infrastructure teams to define standard KPI’s and drive improvements. • Managed key deliverables and dependencies ensuring release schedules were met and the accuracy information delivered.• Defined functional, usability, reliability, performance and support requirements of IVR and call delivery systems (multiple platforms)• Coordinated integration activities ensuring successful implementations and to identify opportunities and enhancements.

Boise, Idaho, United States

Responsible for the design and development of custom solutions (analytical toolsets, automated reports, and dashboards) used by Operations to measure business performance and drive process improvement. -Designed, developed and implemented an automated reporting system/scorecard available to IPG/PSG management for weekly operational performance reviews of all activity on newly released IVR platform which enabled the business to quickly identify issues, determine root cause and drive corrective action.-Tasked with creating, developing, and implementing an automated system to audit monthly partner billing which originally required a team several days each month to reconcile. The automated system processed over 2 million records and generated final reports by 10:00 AM on first business day of the month.-Developed a system to identify all incorrectly routed support traffic by vendor, location and fail code which replaced the existing labor intensive process requiring multiple points of manual intervention. New system eliminated the need for five FTEs originally required by existing process, improved accuracy of operational KPI monitoring, and provided actionable data for our partners.

Boise, Idaho, United States

IPG / PSG Operations SupportCollaborated in the launch, management and development of future strategy for the newly created Operations Support Center (OSC) in India which was designed to be the worldwide central point of contact and support for HP Operations, HP Telecom, HP IT and to provide 24x7 real-time reporting & analysis of all call center traffic and partner performance.• Successfully launched the OSC team, developed processes, provided documentation, and created the tools for the OSC team to monitor KPI metrics, resulting in faster identification of emerging issues, accurate monitoring of partner performance, and the mitigation of negative impact to the customer.• Developed the future strategy, phases and scope of function as the team evolved and business needs changed.• Developed automated tools to increase accuracy of KPI generation, eliminate the need for manual intervention, and increase sample size of data being analyzed.

Boise, Idaho, United States

• Responsible for identifying, designing and developing information solutions for the Product Category and Operations groups. Worked across business segments to align, streamline and automate processes, managed pilot projects, and developed implementation strategies. Acted as liaison between the Business operations, IT and Telecomm groups. • Developed the Product Category System for consumer information reconciliation, delivery and analysis activities. System was adopted by the regions as the worldwide “go forward” model for generating KPI metrics measuring quality and partner performance. System utilized by over 900 users globally.

Boise, Idaho, United States

• Responsible for identifying all telephony and KPI informational requirements for the Consumer Support Operations, Divisions and external partners. Collaborated with HP IP and Telecom to ensure delivery. Provided alternative solutions as needed• Designed, developed and implemented “Max Delay” tool which tracked and drove customer support wait time reduction from 240 to 180 seconds (25%).• Automated and optimized key KPI measuring processes and standardized reporting.• Provided custom reports and developed tools/solutions as needed.

Bachelor Of Arts, Business Administration

Priliminary Requirements - General, Business