Julie Evers Email & Phone Number

Denver, Colorado

Responsible for DIRECTV’s Customer Care IVR automation, CISCO ICM & Genesys call routing, National Command Center operations, NICE and IEX system administration and National Program Management. Provides automation and customer to agent termination for over 11 million calls a month. Manages Workforce Management activities from a National Command Center level in a mixed owned and operated and outsourcer environment. Responsible for real-time agent / volume management (IEX / Avaya) for 14,000 agents in 61 contact centers. Coordinates the implementation of telephony changes including toll free termination set up, agent skilling strategy design and IVR automation flows. Assists with the implementation of intelligent call routing strategies (ICM & Genesys) to allow for a multiple location, one large workforce enterprise service approach.

Managed Workforce Management activities from both a National and Local OSC (Operations Support Center) level in a multiple client outsourcer environment. Responsible for national scheduling (eWFM) and real-time agent / volume management (Avaya / Nortel) for a 4000 agent / 9 center client project. Coordinates the implementation of telephony changes including toll free termination set up, agent skilling strategy design and IVR automation flows. Assists with the implementation of intelligent call routing strategies (GeoTel) to allow for a multiple location / one large workforce enterprise service approach. Designed and implemented an OSC “standard footprint”. Provides OSC support for new project and site launches. Consults with Operations and Site Directors to ensure financial and operational goals are being met.

Manage the provisioning, installation, termination and management of all toll free volume answered in Mass Markets’ 21 Sales and Service centers, routing an average of 400k transactions per day. Responsible for managing the establishment, implementation and maintenance of the network call routing strategies via MCI proprietary toll free provisioning system (NetCap) and intelligent routing software (IEX Call Manager & GENESYS). Manage the creation of basic network allocations and of unique routing code for special planned closings, segment transitions, site moves and site openings. Oversee the development of routing strategies that interface with various network and technical components such as ECRs, IVRs, VRUs, CMAs and ACDs. Responsible for interacting with various internal customers in the field including Program Management, Marketing, and Call Forecasting professionals to ensure their call routing needs are met.

Transferred from TCI to PRIMESTAR by TCI who ultimately was acquired by DirecTV to start up and manage the National Resource Management team in house. Managed the implementation of all aspects or call center automation. This involved need identification, product research, project prioritization and vendor selection as well as implementation of automation enhancements such as Account Balance, Appointment Confirmation, Computer Telephony Integration, Predictive Dialing and Intelligent Voice Response. Managed the national process and planning for the call centers. Involved in developing processes from a national perspective to ensure the Local Resource Management groups were performing uniform tasks and sharing best practices. Responsible for overseeing the termination of all call volume into the centers to ensure uniform presentation to the customer as well as correct, expedient customer delivery to the Consultants.

Responsible for managing the National Resource Management team. Managed the implementation of automation for the Customer Satisfaction Centers. This involved project and vendor selection as well as implementation of automation enhancements such as Account Balance, Appointment Confirmation, Computer Telephony Integration, Predictive Dialing and Intelligent Voice Response. Managed the national process and planning for the Customer Satisfaction Centers. Involved in developing processes from a national perspective to ensure the Local Resource Management groups were performing uniform tasks and sharing best practices. Responsible for overseeing the termination of call volume into the centers to ensure uniform presentation to the customer as well as correct, expedient customer delivery to the agents. Managed the load balancing of toll free traffic between sites to ensure the customer is given the quickest speed of answer possible.

Responsible for the installation, termination, and management of all toll free numbers answered in MCI’s seven Consumer Service Centers, three Small Business centers, five Inbound Telemarketing Centers and three Call Center Services Centers, routing 140,000,000 customer calls/year. The Network and Resource Management department managed the development of normal routing plans as well as alternate routing plans for planned and unplanned center closings. This job required extensive and effective planning and coordination with many MCI departments, involving day of week, time of day and percent allocation routing of call volume to eighteen call centers. Possess a vast working knowledge of Enhanced Call Routers (ECRs), Voice Response Units (VRUs), and Network Based Call by Call Routing (SCP). Utilized knowledge of center management, call center staffing and gating strategies to assist in making volume balancing decisions and then implemented those changes in the network.