Michael Cudmore Email & Phone Number

Greater Toronto Area, Canada

Toronto

Completed a 7-country IVR refresh in the Caribbean that include working with 2 large call centers and the support teams in each country. Required an extensive operational readiness process and rigorous compliance approvals.Delivered the implementation of an IVR to activate EMV credit cards in the Caribbean. The project was funded by the Risk Management group at the bank and the budget is $2.6 million.Assisted with the RFP and business case to move to outsourced outbound dialing capabilities for the contact center. Delivered mainframe and related system changes to accommodate the Nunavut province code. This was a project under the Regulatory and Compliance department and was to address a reputational risk to the bank. Handled the telecommunications aspects for the move of the four Dealer Finance Centers. Required facilitating the transition of the clients contact center from departmental call handling to contact center telephony practices. This includes requirements gathering, programming, testing, training, cutting to production and support. Behind the clients line of visibility is coordinating vendors to get quotes for the work and commit to our move schedules. Managed the move of the telephony aspects of the contact center in Puerto Rico to Dominican Republic. As an interface between the business and the technical teams, I handled the high-level scheduling, held weekly and ad hoc conference calls with minutes and action items and created status reports for management and the business teams. This project was a strategic advantage for the bank by centralizing expertise in low-cost geographies.Analyst for the deployment of over 700 key systems in the branches. Deliverables included the Implementation Strategy, the Business Requirements, the testing strategy, testing scripts, testing and providing telecommunications expertise for the business team.

As a member of the services delivery team, I took projects from the design and sales team and implement them along with customers or business partners. Projects vary from the installation of a phone system with a few phone sets to large systems with hundreds of phone sets, voice mail, computer telephony, back-up sites and more. The position required planning all aspects of the project with the customer, negotiation of project dates and deliverables with customers, maintaining good relationships with customers, ensuring all equipment and resources are scheduled to plan, securing signoff, revenue recognition, and providing the sales team with opportunities for additional revenue.

B.Sc, Specialized Honours, Computing And Information Science

Activities and Societies: Lettered in Varsity Swimming, Captain of the Swimming Team.Held 7 swimming team records when I graduated.

Scrum Master Certification

Pmp Certification, Project Management