• Launched e-commerce start-up company selling merchandise on Amazon and on company website (www.thewintercastle.com). Responsible for all phases of the business start-up including establishing the brand, product research, supplier acquisition, advertising and marketing.

• Launched e-commerce start-up company selling merchandise on Amazon and on company website (www.thewintercastle.com). Responsible for all phases of the business start-up including establishing the brand, product research, supplier acquisition, advertising, and marketing.

● Improved Customer Relationship Management (CRM) system production efficiency by identifying outage root causes and managing resolutions, increasing availability by 7.5%, achieving the service level agreement goal.● Stepped in to rescue failing Contact Center programs by creating and communicating an accurate assessment of program status, replanning to account for all program dependencies, and driving completion of program deliverables.● Utilized persuasion and relationship-building with vendors to develop a customer service survey system that improved data currency and a database conversion tool which enabled on-time delivery of a major system upgrade project.● Created an architectural assessment of all Contact Center applications, providing recommendations for system upgrades and elimination of functional redundancies.

● Successfully led a cloud migration project to upgrade MetLife’s on-premise workforce management system.● Improved Customer Relationship Management (CRM) system production efficiency by identifying outage root causes and managing resolutions, increasing system availability to achieve the service level agreement goal.● Stepped in to rescue failing Contact Center programs by creating and communicating an accurate assessment of program status, replanning to account for all program dependencies, and driving completion of program deliverables.● Utilized persuasion and relationship-building with vendors to develop a customer service survey system that improved data currency and a database conversion tool which enabled on-time delivery of a major system upgrade project.● Created an architectural assessment of all Contact Center applications, providing recommendations for system upgrades and elimination of functional redundancies.

● Led all SDLC phases from inception through closeout for a major Customer Relationship Management (CRM) system with over 2,000 users in domestic and overseas call centers, over 100 system integration points, and supporting 10 Lines of Business.● Implemented Contact Center system and process changes required by the federal TRICARE program for data privacy, security, and 24-hour call servicing, delivering a quality solution with a seamless rollout.● Developed a resource planning and project forecasting tool that was widely adopted for use across the Customer Contact Center organization.● Maintained strict budget controls by collaborating with project teams to track costs and minimize expenses without sacrificing quality.

● Led all SDLC phases from inception through closeout for a major Customer Relationship Management (CRM) system with over 2,000 users in domestic and overseas call centers, over 100 system integration points, and supporting 10 Lines of Business.● Implemented Contact Center system and process changes required by the federal TRICARE program for data privacy, security, and 24-hour call servicing, delivering a quality solution with a seamless rollout.● Developed a resource planning and project forecasting tool that was widely adopted for use across the Customer Contact Center organization.● Maintained strict budget controls by collaborating with project teams to track costs and minimize expenses without sacrificing quality.

Developed Computer Telephony Integrations (CTI) to support call handling for the MetLife Call Center CRM systems. Recognized as the Subject Matter Expert for CTI, participated in all efforts to resolve any telephony-related issues that were reported in the Production environment.

● Developed Computer Telephony Integration (CTI) softphone synchronization logic that the CRM platform vendor adopted and integrated into their product.● Recognized as the Subject Matter Expert for CTI functionality, collaborated on system design recommendations and production issue investigation and resolution.

Designed, developed, and maintained Electronic Data Interchange (EDI) functionality for receiving job orders, sending invoices, and receiving remittance from insurance customers, and sending purchase orders and receiving invoices from vendors.

● Designed, developed, and maintained Electronic Data Interchange (EDI) functionality for receiving job orders, sending invoices, and receiving remittance from insurance customers, and sending purchase orders and receiving invoices from vendors.● Converted EDI systems from dBase 5.0/Novell Netware to Visual Basic 6.0/SQL Server 6.5/Windows NT 4.0.● Developed an executive reporting suite for the CEO, CFO, and Director of Financial Operations, including Revenue per Unit, General Ledger Account Sales, and Customer Payment Tracking.