Philip O'Brien Email & Phone Number

Saint Louis, Mo, Us

Saint Louis, Mo, Us

Hired to drive cultural change to improve health and reliability of Avaya telephony and associated adjuncts, leveraging Agile and SRE best practices, and implementing necessary frameworks to instantiate digital transformation.Significant Achievements:► Established monitoring maturity strategy, and in process of implementing using a combination of Ansible, Dynatrace, Splunk, Nectar and Solarwinds. ► Driving agile transformation for Call Center DevOps, and associated portfolio and program teams.► Created automation framework and implementing holistic approach to improving speed-to-market for environment and feature release, leveraging CI/CD and Blue/Green best practices. ► Built Rapid Response team for production support of Avaya Infrastructure, to reduce MTTA and MTTR.

Rochester, Ny, Us

I earned a promotion to champion enterprise-wide process improvement efforts while overseeing functional areas including the Robotic Process Automation (RPA) Center of Excellence, Voice of the Customer (VOC) Program, Business Intelligence & Analytics, as well as four teams of developers, a 500-application portfolio, and a $5M budget for this $4B, Fortune 1000 Payroll and HR Services organization with 100 locations, 600K+ corporate clients, and 15K+ employeesIn this role, I drive cultural change throughout the organization, championing data-driven decision-making processes and a truly customer-centric mindset as well as lead continuous process improvement, leveraging emerging technologies and enhancing internal capabilities to improve operations.The scope of my role includes leading a cross-functional team of up to 50+ on-site and remote professionals while overseeing the portfolio management and development of a centralized architecture and toolset.My significant achievements in this role include:► Established corporate Robotic Process Automation (RPA) Center of Excellence, producing $2M+ in productivity savings in first 18 months, plus $500K+ in potential revenue, by automating 8M+ transactions for 100K+ hours saved. ► Led IT department transition from shadow IT model to Corporate Development division in addition to driving full transformation to Agile methodology, both with zero staff turnover. ► Created Operations Technology roadmap to drive tools consolidation and continuous process improvement and optimization.► Built Optical Character Recognition (OCR) and Natural Language Processing (NLP) roadmap, alongside Analytics Alignment Strategy for the enterprise to capture additional $3M+ in savings with Intelligent Automation.► Increased YOY deep dive analysis on KPIs and drivers from 4 to 21 to deliver more robust view of the business.

Rochester, Ny, Us

I was tapped to develop the data science and predictive analytics functions corporate-wide while leading a world-class team of data scientists working with Customer Service, IT, Marketing, Operations, and Finance departments to execute predictive analytics strategies and develop complex and accurate models to drive informed business decisions. While in this role, I built a highly skilled team by sourcing and recruiting early-career talent and developing their skills to create industry-leading capabilities internally. I also led the development process for rare event, strategy, risk management, and survival modeling and collaborated with functional areas to understand their unique business needs, defined data gathering requirements and the approach, and executed deployment.My significant achievements in this role include:► Redesigning the retention models to more accurately identify and re-engage customers through loyalty, pricing, and communication strategies leading to $3M in newly retained revenue that would have been lost.► Developing a highly accurate, complex employee turnover model that gained international attention and decreased the time-to-hire by 15 days.► Presenting the innovative employee turnover model in Washington DC, Boston, MA, and Berlin, Germany.

Rochester, Ny, Us

In 2012, I was promoted to manage the $10M collections portfolio as well as to hire, train, and manage finance professionals to drive collections efforts and support cash flow. While in this role, I recovered $5M annually by initiating strategies that maximized returns on portfolio and enhanced operations.

Rochester, Ny, Us

Rochester, Ny, Us

Rochester, Ny, Us

Rochester, Ny, Us

Executive Mba, Business Administration And Management, General

Bachelors (B.A.) Business Administration, Business Administration And Management, General

Associates (A.S), Liberal Arts