Martin Cusack Email & Phone Number

Columbia, SC, US

• Telecommunications consulting: evaluation and integration of effective business-to-business solutions.
• New product business development: government relations and marketing strategies.
• Overall campaign consulting: management, operations and technology integration.

• Manage the consultation, design, implementation and support of the company’s contact center solutions division.
• Develop business partner relationships with contact center service partners – voice application, recording and quality management service providers.
• Design complex solutions involving multi-location contact centers, virtual agents, self-help services and quality-control monitoring.
• Executed the upgrade and migration of one of New York’s largest Medicaid health service provider’s Avaya infrastructure from four remote call centers to a 100%VOIP flattened and consolidated contact center.

• Coordinated engineering support of JP Morgan’s branch offices within the Americas.
• Executed the move of over 1,400 stations for J.P. Morgan Asset Management Services Group. This move required the re-engineering of the current PBX so that specific equipment could be moved to the new location and reused.
• Evaluated the technology needs of clients within a team environment to recommend effective solutions.
• Designed call flows and implemented call center installations, including CMS, VDN, Vector, Split and station programming.

• Developed and implemented procedures for ACD Break/Fix, MAC and new implementations that allowed for the development of an ACD service contract between AT&T Solutions and JP Morgan.
• Managed Lucent’s Call Center Partnership in ACD call center design and programming.
• Project managed the roll-out of CMS Centre Vu Supervisor, including the training of end-users.

• Managed the logistics of 15 political rallies for the Michigan leg of the Dole/Kemp ticket, including a four-bus tour across the state.
• Advised in all aspects of Michigan campaign events for Bob Dole, Elizabeth Dole and Jack Kemp.

• Managed the Convention’s operational budget of $6 million for all facility build-out and convention services.
• Supervised service vendors and a staff of 16 project managers for tickets and credentials, signage and crowd flow, volunteers, catering services, space distribution, office build-out and facilities management.
• Oversaw the creation, printing and distribution of over 500,000 tickets and credentials.
• Managed the day-to-day functions of the San Diego Convention Center facilities.
• Oversaw the distribution of space and design of temporary offices and office trailers.
• Developed the crowd flow and signage for the San Diego Convention Center.

• Managed all communication vendors, including AT&T, Lucent, Pacific Bell, Pacific Bell Mobile Services (PCS), Airtouch Cellular, GTE Mobilenet, Cox Communications and Motorola.
• Developed the service levels from which the communications vendors were held accountable.
• Executed the installation of the convention’s voice network including two G3r PBX’s and 600 stations located in five separate sites throughout the city.

• Directed the setup of the campaign’s state offices.
• Managed day-to-day office administration and authorized all expenditures.
• Supervised the responses to thousands of campaign inquiries per week assuring a timely answer with appropriate materials.

• Worked directly with the Governor’s Scheduler and event sponsors to ensure gubernatorial events were successful by coordinating event staging, media placement, lighting, and the event itinerary.
• Briefed the Governor on official state events with regard to protocol.
• Managed production companies on live-broadcast events including electronic town hall meetings, live interviews and statewide teleconferences.
• Participated in the implementation of a Michigan government television channel.

Education record

Education record