Nathan Wilkes Email & Phone Number

Remote

Extensive use of the NICE/InContact ACD, Digital, QM, WFM, Studio and AI platforms as we design build and deploy services supporting multiple universities dozens of departments and 1000+ frontline agents. Hands on Project management, Program management, design, coding, testing and deploying.

Denver, Colorado, United States

Specialized in guiding strategic business initiatives from business requirements to development ready stories through an iterative group collaboration process involving business and technical resources. Required real understanding of business needs to translate and represent those needs to technical resources, breaking up of large projects into smaller bites to get massive initiatives to development. Key activities: • Led the initiative to create a postpaid billing system on an exclusively prepaid platform.• Cross-functional role led to initiatives for product launches, migration data management, loyalty point program initiation and migration, and interactions with groups from Finance and Regulatory to Marketing and Technology.

Colorado Springs, Colorado, United States

On demand resource for the scrum teams including requirements gathering, solution defining, test user creation, data mining and story testing. Extensive use of exploratory data analysis across multiple company databases. Key Activities:▪ Salesforce Data Import– owned and executed the migration of historical records from an Oracle database into the modernized Salesforce record format for Customer Support access to Customer history. Responsible from design through import, including the modification of data elements to match the SF data model while still preserving Agent and Regulatory access to the nuance that was in the legacy system. ▪ Salesforce application modernization – Heavily involved in the eliciting of pilot user feedback and translating those requests into pragmatic solutions that still delight the Agents. Overcame multiple concerns to gain the support for launch. ▪ Strategic Salesforce integration – Ownership roll of the Salesforce side of a corporate advisory upgrade solution. Became the primary liaison for the advisory team for requirements, story creation, project updates, troubleshooting, and defect analysis. ▪ Data Guy – became the lead analyst during final cross functional test and acceptance for a strategic corporate project. Data setup, troubleshooting and iterative resolution. Acted as a bridge between application groups to resolve differences.

Greater Seattle Area

Program manager for all operations processes, business systems, definitions and reporting across legacy MegaPath systems. Monitored systems and identified areas of opportunity for integration to optimize operational efficiency and productivity, while meeting organizational needs and business goals. Produced operations reporting and forecasting for Finance.Key Achievements:▪ System Consolidation – Individual Contributor on project to integrate operational reporting systems of Birch, Fusion, and MegaPath that required conversion of manual, inaccurate and incomplete documentation from three different and unique systems. Succeeded in unifying, normalizing, and automating the three systems to a level surpassing that of each company before the merger. Created a roadmap for system migration and the stories behind it.▪ Business Analysis – Developed an innovative view into call center details that allowed teams to accurately predict combined call volumes and projected KPIs, as well as the impact of each hour of additional headcount. ▪ Operations and Implementation Subject Matter Expert – Recognized SME for all aspects of integration and ensured that there was continuity of services despite integration changes.▪ Reporting Metrics – Reduced weekly reporting time by 75% through automation and normalized call detail record and ticket reporting across three systems and two IVRs.

Greater Seattle Area

Acquired by Fusion in March 2018Program managed all service delivery systems and reporting for technical operations and customer care and provided daily support for new product launches. Led all story creation, demos, testing and acceptance that impacted operations.Key Achievements:▪ Restructuring – Led transition of SCM and Field OPs into a 100% automated and outsourced solution requiring only 2 exception-handling staff, from a group of 14 pre-divestiture. Spun up a provisioning group for all circuit order processing. ▪ System Redesign - Reclaimed and revamped the circuit provisioning BPM system that had been abandoned as ‘not working’ by the previous provisioning team to reduce manual labor that led to a 60% increase in efficiency and a 50% reduction in deployment time.▪ Costs Savings - Succeeded in reinvigorating the returns processes and created validation audits that led to increased requests for returned equipment by 60%, thus creating new billable charges and recovery. Increased returned leased equipment that resulted in over $600k in back credits and $1M in reduced vendor expenses for the next year.▪ Strategy Leader – Identified changes in process and agent activities that allowed us to bring Customer Service onshore with higher per-agent costs, but lower total program costs. Reduced ticket volume by 50% and increased CSAT. Reduced expenses with 40% fewer truck rolls.

Greater Seattle Area

Divested into MegaPath Cloud Company in March 2015Reported to Chief Quality Office to focus on strategic planning, corporate integration, reporting, automation and process improvements to align cross-functional projects. Charged with creating operational consistency and to resolve issues created with integrations of Speakeasy, MegaPath, and Covad.Key Achievements:▪ Automation – Led automation of hardware ordering, number activation, and service provisioning that reduced agent effort by 60% and provided ability to refocus on Customer Experience. ▪ Continuous Improvements – Reduced average time to install to a low of 4.9 days. Change orders reduced from 3 weeks to 1.7 days with hardware and under 2 hours with no hardware.

Greater Seattle Area

Led daily voice operations activities with oversight of staffing, software development processes and operational reporting.Key Achievements:▪ Implementation Rates – Scaled implementation run rate by 50% in the first four months and 400% overall. The implementation timeframe reduced from a 72-day average to a 28-day average.▪ Continuous Improvements – Significantly increased percentage of ground shipments from 15% to 85% by changing the timing of the hardware order and removing a manual trigger. Ensured hardware was onsite, on time, causing service install failure rates to drop significantly.

Greater Seattle Area

End-to-End ownership for the optimization and scaling of the network, margin analysis, solution design, contract management, vendor negotiations, cost management and reporting. Key Achievements:▪ Expense Management – Implemented a complete replacement of expense management processes and reporting to resolve a fundamental lack of trust between finance and operations. increased the visibility and understanding of expenses resolving a significant rift within the business. ▪ System Design and Deployment – Implemented Least Cost Routing with failover redundancy, reducing expenses and reliability significantly.▪ Program Management – Designed and managed the $1.2MM conversion of the network from TDM to SIP, from proposal and cost-benefit analysis through deployment and reporting of achieved goals. ▪ Cost Management – Over $2.5MM in vendor credits and dispute resolutions in first 6 months.▪ Cost Reduction – Over 40% net reduction in network costs, normalized for volume.

Bellevue, Wa

Greater Seattle Area

Greater Seattle Area

Greater Seattle Area