Paul Egger, Mba Email & Phone Number

Los Angeles, CA, US

Lisle, IL, US

Lisle, IL, US

Dallas, TX, US

• GREYHOUND LINES INC. a FirstGroup Company
• Develop and Implement region strategy to improve customer service and support $200M in passenger and freight revenue through dedicated Customer Experience and Driver Operations teams.
• Improve On-Time Performance (OTP) by 24%, resulting in Net Promoter Score (NPS) improvement of 20.5 points.
• Successfully launch E-Ticketing and DOT mandated Driver E-Logging for region’s 350 operators ahead of schedule.

• Direct operations for technology consulting services and programs. Lead solution development initiatives and strategic planning to fulfill project vision. Act as primary point of contact (POC) with stakeholders.
• Negotiate licensing of custom billing and calling platform to create new revenue streams contributing an additional 15% to company income.
• Oversee the design, implementation and testing of custom Interactive Voice Response (IVR) conferencing solutions.
• Manage key accounts, own high priority escalations, ensuring excellent customer service.
• Lead server consolidation initiative to VMware and SAN infrastructure, within budget and on schedule.
• Coordinate with suppliers/vendors for new services and equipment installation, and invoice reconciliation.

• Developed and coded custom 3rd party payment/billing and call processing platform (built on open source Digium Asterisk PBX) with integrated e-commerce portal.
• Develop and launch white box virtual chat platform, requiring no additional capital investment, utilizing excess capacity, growing product offerings and increasing revenue 20%.
• Implement Highly Available (HA) Linux clustering utilizing Heartbeat and DRBD, and Nagios monitoring of network resources, reducing service interruptions, ensuring compliance with service level agreements (SLA).
• Hire, mentor, supervise, and motivate staff/team members, encouraging a collaborative environment and growth through empowerment and relationship building.
• Manage project teams consisting of local and virtual members to complete projects.
• Facilitate client relationships and establish and maintain superior customer service levels.

• Serve as technology and business consultant to small business (SMB) clientele. Provide business analysis and expert level (L3) helpdesk and on-call technology support, including server installations, Cisco router and.
• Research and conduct root cause analysis of problems, identify trends and recurring issues,recommend and implement solutions.
• Recommend, design and implemented network infrastructure and Microsoft Small Business Server (SBS). Introduce Exchange and SharePoint collaboration tools allowing off‐site access to files and increased productivity for.
• Support satellite office staff, and perform new equipment recommendation, installation and setup for a nationwide light rail construction firm’s western region and executive team.
• Provide subject matter expertise (SME) and technical support to staff members of Panel and Door Manufacturing company.
• Manage and coordinate projects teams for clients, ensuring successful completion of objectives.

• Introduced new business model of outsourced fulfillment services, growing revenue 25% to $13M.
• Increased revenue by 5%, while reducing staffing 30% by utilizing Interactive Voice Response (IVR) technology allowing customer self-service, and new product offerings.
• Implemented Private Branch Exchange (PBX), reducing redundant telecommunications costs by 20%.
• Gained invaluable business experience in multiple areas, growing with the organization in Technology Analyst, IT Manager, and Call Center Manager roles.

• Direct and oversee inbound call center with 4 shift supervisors and 30 telephone sales representatives (TSR). Responsible for hiring, training, coaching, corrective action plans, and conflict resolution of call center.
• Created call greeting scripts.
• Hold daily team meetings reviewing previous day’s metrics, updating on policy changes, marketing campaigns and most importantly acknowledging individual outstanding performance.
• Develop and implement an incentive / bonus structure resulting in a culture change from order taking to business closing.
• Reduce absenteeism and turnover rates to less than 20% by empowering, recognizing, and promoting excellence.
• Take ownership of Senior Management initiatives and escalated customer concerns to resolution.

• Supervise onsite and remote technical staff. Manage networking infrastructure and telecommunication carriers. Oversee new Data/T1/PRI circuit delivery, installation and testing. Conduct private branch exchange (PBX).
• Own and take charge of service affecting trouble tickets through resolution, report status to Senior Management.
• Unix/Linux/Windows Server installation/maintenance and vendor selection.
• Lead project to select and install new PBX platform allowing for the sharing of resources, increasing network reliability and uptime, while reducing fixed monthly recurring carrier costs by 20%.
• Implement new processes to speed provisioning of new services for clients, and responsible organization (Resporg) changes by 30%, increasing customer satisfaction.
• Produce and manage direct mailing lists generated from automatic number identification (ANI) reversal process, allowing for follow-up of initial advertising campaign response increases campaign return on investment.

• Provide help desk support to employees and 24 hour call center staff, troubleshoot network infrastructure, desktop software applications, hardware, network printers and peripheral devices.
• Perform deployment of desktops and windows servers, including OS installation and racking.
• UNIX server maintenance, backup routines, data/telecom premise wiring, Microsoft Office application support, user adds/modifications/changes.
• Workstation setup, software/hardware upgrades, repairs (full disassembly/reassembly).
• Download and analyze daily call center call detail records (CDR) from telecom carrier and prepare ad-hoc reports.
• Create, modify, and produce daily and ad-hoc switch generated station messaging detail record (SMDR) reports for call center agents.

Mba, Business Administration

Bs/Ba, Business Administration, Finance Emphasis