Peter Schroeder Email and Phone Number
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Peter Schroeder personal email
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My entire career has revolved around improving customer service, and I’ve learned earning customer trust requires honesty above all else, followed by accountability for both successes and failures equally. Being responsive to the needs of customers has also taught me strong crisis and resource management skills.I’m excited by the rapidly evolving technologies creating integrated CRM and communications platforms. I’m thrilled to help create these holistic next generation platforms.Connect with me if you share my passion for learning, growth, and next generation customer service.· IT Strategy· Project Management· Customer Interaction Management· Management Reporting· Technical Support & Analysis· Operations Management· IT Policies & Systems· Business Requirement Analysis
Hmc3
View- Website:
- hmcthree.com
- Employees:
- 24
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Hmc3Hackettstown, Nj, Us
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Senior Contact Center Engineer (Technical Lead)Hmc3 Sep 2022 - PresentWest Port, Ct, UsDesign, install, configure, customize, integrate, and support Contact Center infrastructure.
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Interaction Systems ManagerAmerican Customer Care Jun 2020 - Jul 2022Bristol, Ct, Us -
Associate Vice President, It ServicesTmp Direct Altruist Group Co. May 2020 - Jun 2020Budd Lake, New Jersey, Us -
Director, It ServicesTmp Direct Sep 2018 - May 2020Mt Olive, Nj, Us• Compile monthly dashboards recapping staff productivity and department profitability• Engage in core management meetings evaluating progress and direction of the organization• Plan and coordinate maintenance and upgrades of various systems• Led $100K, 5-month upgrade of Genesys PureConnect 2018 R3 P5 for 125 call center agents• Implemented new interfaces improving call center agent productivity by 20% enabling more options for remote and work from home• Developed 6 daily Contact Center KPI management reports used to improve agent utilization and fulfill service level agreements -
It Manager, Customer CareTmp Direct, An Idl Co. Jan 2016 - Sep 2018• Presented at ‘14, ‘15, & ’17 2800-member Genesys Global Conference• Board of Directors for ‘Genesys Users Group for Customers’• Managed unified communications infrastructure for 125-agent call center handling 2-million customer interactions yearly• Negotiated $100K vendor support contract for Genesys PureConnect Customer Interaction Center• Oversaw $80K annual spend on software, telecommunications, and hardware• Prepared & presented dashboard metrics for monthly Executive Meetings
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Sr. Systems AnalystTmp Direct Jul 1999 - Jan 2016Mt Olive, Nj, Us• Led $225K, 7-member task force team during 15-month project to select new unified communication solution• Evaluated 9 different communication platforms, with 5 strategic assessments resulting in selection of Genesys PureConnect• Increased agent productivity by 20% or more compared to legacy proprietary hardware solution• Completed $110 thousand, 9-month 2.2 to 3.0 PureConnect Upgrade, with a single night cutover with zero downtime, replacing 207 trunks on 9 voice circuits across 4 carriers• Led $75K, 4-month 2.0 to 2.2 PureConnect upgrade• Implemented Skills Based Routing and blended multi-media for Call Center Agents• Delivered $350K, 6-month call center expansion from 50 to 125 seats• Developed customer satisfaction solution saving $25K in additional licensing fees• Developed creative, cost effective power and telecommunications disaster recovery processes, outside of industry norms
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Systems AnalystTmp Worldwide Jul 1997 - Jul 1999New York, Ny, Us• Managed 2500 toll free & DID numbers• Administered Siemens Hicom 300, Rolm 9751-9006i for 80 seat BPO call center• Pick OS coding, development, database creation, reporting, & application development• Anticipate and plan accordingly for unknowns of various projects supporting the pre-sales and customer service activities of 70+ national clients -
Programmer AnalystMarket Support International, Inc. Jul 1994 - Jul 1997Manage multiple projects simultaneouslyPropose & implement solutions to meet clients objectives
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Production ProgrammerIntelligent Charting Inc Mar 1989 - Jul 1994Determine clients needs, translate to map specifications and co-ordinate production of final projectManage large client base from presentation to final product delivery
Peter Schroeder Skills
Peter Schroeder Education Details
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State University Of New York CortlandConcentration In Gis & Minor In Computer Applications
Frequently Asked Questions about Peter Schroeder
What company does Peter Schroeder work for?
Peter Schroeder works for Hmc3
What is Peter Schroeder's role at the current company?
Peter Schroeder's current role is Senior Contact Center Engineer (Technical Lead) at HMC3.
What is Peter Schroeder's email address?
Peter Schroeder's email address is pe****@****ect.com
What is Peter Schroeder's direct phone number?
Peter Schroeder's direct phone number is +197371*****
What schools did Peter Schroeder attend?
Peter Schroeder attended State University Of New York Cortland.
What skills is Peter Schroeder known for?
Peter Schroeder has skills like Call Center, Acd, Ivr, Crm, Customer Service, Call Centers, Telecommunications, Contact Centers, Customer Experience, Customer Satisfaction, Telephony, Voip.
Who are Peter Schroeder's colleagues?
Peter Schroeder's colleagues are Paul Jones, Shubham Shrivastava, Ranbir Singh, Muhammad Asim, Benjamin Barnard, Tirumal Mahajan , Pmp ®, Muhammad Farhan.
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