Richard Lawrence Email and Phone Number

Dynamic, Transformational Information Technology Leader known for broad technical expertise, skilled management of large multi-cultural/diverse teams having technical and operational skills. Delivers exceptional business results. Strategic leader of technology projects and process re-engineering, focused on delivering Business, Operational results and Customer Experience objectives. Developer of robust scalable IT systems, operations policies and processes. Trusted partner and experienced relationship manager that gains customer confidence. Consistent A+ Audit ratings based on effectively run Ops. and risk reduction through continuous improvement programs. Recognized as a strong team leader, instills a common vision, supports leadership development and stands ready to embark upon the next exciting/challenging opportunity. Core areas of expertise include:• Expertise in Enterprise-Wide Omni Channel foundation and fully integrated Contact Centre, Collections Centre & Dealer Finance Technologies. Includes Genesys’ IVR, Avaya Telephony & Dialer( leveraging SoftPhone, At-Home Agent installations), Nexidia Speech Analytics, Verint Call Recording & Workforce Mgmt. Technologies.• Knowledgeable and sound background on VoIP & Data converged MPLS NWs & technologies required to ensure their robustness and security. Key to supporting customer confidentiality when leveraged as a cost saving opportunity. • Expert Change Management experience having successfully managed large and complex multi-servicing technology based business solutions eg: o Data Centre consolidationso Next Generation Contact Centre systems strategieso Back Office Automation & Workflow simplification initiatives o Designed & Managed IT Change Board for scheduling deployment of business/IT initiatives. • Highly skilled at Program Management leveraging Agile, Waterfall and a Hybrid of both methodologies• Highly skilled at Strategic Outsourcing Contract negotiations, Vendor Relationships and Outsourcing Mgmt. •