Paul Maher Email & Phone Number

The Dmv

Washington D.C. Metro Area

Senior Manager responsible for the delivery of consulting services to the Department of Commerce (DOC), National Telecommunications and Information Administration (NTIA). Broadband Technology Opportunities Program (BTOP). BTOP is a $4 billion grants program created to increase the availability and use of broadband in un-served and underserved areas of the country. Responsibilities include client, team, delivery, financial, subcontractor, and quality management. Led requirements, design, and development efforts of multiple systems and tools used across NTIA, DOC, and other Federal offices to manage the award and monitoring of the grants. Most recently led the design and development of a publicly available tool titled “Connecting America’s Communities” to allow interested parties to view the BTOP investments in broadband infrastructure, connected institutions, and broadband adoption programs on an interactive map.

Provided project management, systems design, and business analysis support for the deployment of Siebel's Contact Center application (v. 7.5) for the United States Postal Service (USPS) outsourced contact center operation. Provided leadership to a 25-person engagement team responsible for all major phases (discovery, design, development, testing, and deployment) of the engagement. The Siebel application provided the foundation for the USPS to pursue a comprehensive CRM strategy that provided a common face to customers from a service, sales, and marketing perspective.

Managed an engagement team responsible for contact center strategy and management advisory services to The Centers for Medicare and Medicaid Services (CMS). This support includes call center management advice/decision support, best practices knowledge transfer, project management, operational assessments and recommendations, technology assessments and recommendations, outsourcer RFP and selection, and other ad-hoc requests.

Washington, Dc

Responsible for the development of the agencies contact center operations infrastructure. Managed the procurement, installation and operations of all contact center technologies. Supported a team responsible for the design and implementation of a custom contact center desktop system. The new desktop increased agent productivity, reduced training time, and provided more consistent delivery of information to callers.