Jeff Barbieri, Pmp Email & Phone Number

El Dorado Hills, CA, US

Roseville, CA, US

• Oversaw the Vimient program, driving the strategies determined to be key for establishing the viability of the business. Work with exec leadership, developed high level roadmap supporting the overall goal, objectives.
• Drove business operation requirements gathering, vendor selection, contract negotiations, and agreements.
• Led cross functional teams to execute multiple work streams, including product development using Scrum, business operation development, and customer experience management.
• Oversaw business process planning from sales lead to implementation, including service setup, equipment shipping, and subsequent service support.
• Oversaw the operational readiness of product handovers to the business, including the NOC for monitoring, Sales for training, Marketing for advertising.
• Held regular status meetings with the project teams for status & issue resolution and, as needed, meetings with the exec team to provide status and, when necessary, seek steering.

Roseville, CA, US

• Led the establishment of a brand-new division/company within ClearCaptions called Vimient, focused on supporting seniors maintaining more independent lives.
• Oversaw IoT product requirements and assessments to identify initial support devices to collect senior wellness data.
• Negotiated and established agreements with development, testing, and IoT device partners both national and international.
• Planned and managed the development of the Vimient service and tools using offshore resources utilizing Scrum, including an internal web portal for managing seniors, an external app for Caregivers, and the respective.
• Held regularly scheduled status meetings with the project team for status & issue resolution and with the exec team to provide status and, when necessary, seek steering.
• Managed the initial $1M+ start up budget maintaining costs within budget.

Englewood, CO, US

• Project managed enterprise level contact center technology implementations, performed customer experience and operational assessments, and designed solutions along with roadmaps for execution. In addition, leveraged.
• Project managed the installation of contact center solutions, including the Genesys PureEngage Premise platform, PureEngage Cloud, and inContact IVR redesign; teams included both internal and vendor resources.
• Conducted IVR and call routing customer experience assessments, providing recommendations and designs that improved the customer experience, reduced calls to agents, decreased handle time, and improved reporting.
• Performed contact center operational assessments, identifying opportunities to optimize resources through call sharing across lines of business, utilizing reports to locate areas for improvement, and decreasing.
• Led development of RFP to assess and evaluate hosted Contact Center solutions, developing a complementary scoring model to grade vendor responses and oral representations, leading to a final vendor selection.
• Headed client discovery meetings and interviews to collect requirements and create business /functional requirements for technology and operational solutions.

Roseville, California, US

• Led a software development team of 9, responsible for the delivery of over a million dollars worth of energy efficiency and low income program management software solutions to utility companies. Worked with client.
• Completed Enterprise Dashboard reporting solution that provided overall program health in a single view along with drill down capability to examine result details.
• Implemented online Energy Savings application form for customers to determine their eligibility for low income energy and cost saving programs.

San Francisco, California, US

• Reporting to the Enterprise Contact Center VP, responsible for direct day-to-day operations of a 7-person team supporting contact center technology for 6 business units across 3 sites nationwide. Worked closely with.
• Consolidated contact center technology operations of 6 business units, working with leadership to agree on standard IVR functionality, change management processes, reporting metrics, testing approaches, and call routing.
• Served as Business Lead for design, development, and implementation of new Nortel speech recognition IVR, screen pop, and call routing structure, consolidating functionality of 6 systems into one.
• Established an issue management process to improve resolution, reporting, and status communication across the Enterprise.
• Spearheaded changes that saved company $20K annually, including electronic data storage, disconnecting unused phone circuits, and re-routing after hour calls to an internal IVR vs. a third party.
• Oversaw development of standard, automated dashboards that clearly and accurately communicated contact center KPIs, eliminating manually built reports and 2 FTE, saving $120k annually.