Herman Leach Email & Phone Number

- developed and implemented centralized call center which exceeded business specific objectives by providing network and communication system uptime of 99.999% - structured call center work-at-home agent solution to address the need for cost control and utilization of network connectivity/transmission options (analog, broadband, DSL, QoS)- provided content and published monthly newsletter for field support group which outlined support of voice networks as well as communications systems that improved problem to resolution time by 1 hour and reduction in recurring charges by 5%- leveraged knowledge of cellular in-building booster systems to eliminate “spotty” coverage within our corporate headquarters and deliver a 100% coverage solution for AT&T- created cellular roadmap for executives, general users and international executive travelers to enhance supportability, reuse existing accessories to lower overall cost and increase understanding of legal ramifications of camera phones and driving while using cell phone

- implemented new call centers in support of decentralized model with uptime of 90%, provided schematics showing the interaction of vendor services and user functionality- improved vendor invoice processing from an average of 10 days to 4 by working with financial group to resolve billing issues, accurate tracking of assets and maintaining billing database

- analyzed customer requirements and designed total system solutions for assigned account managers which resulted in 6 of 7 making their annual sales objective- provided technical assistance, product consultation, product demonstrations and problem-solving solutions to all sales channels resulting in sales of over $ 1.7 million

Master Of Business Administration, Mis

Bachelor Of Science, General Management

Activities and Societies: Alpha Phi Alpha