Ryan Singh Email & Phone Number

Washington Dc

India

Board of Directors

Washington D.C. Metro Area

Provides strategic management of project processes including scope, risk assessment, requirements gathering, resource coordination, project milestones, scheduling, and post-launch metrics review.Authors and distributes flowcharts, process decks, project impact reports, and training manuals.Leads cross-functional teams involving account managers, technology, and customer service groups. Also coordinates internal technical/non-technical, network, support, QA, and training groups.Oversees Verizon Toll Free Platform projects with cross-functional leadership across varied business segments, including domestic and international entities as well as private and federal contracts. Also drives initiatives to improve customer support for BM and MM call centers.Heads process improvement projects for call center operations within the Philippines involving six centers and hundreds of agents. Key Achievements:Oversaw Verizon One Voice two-year audio project. Re-branded 5,000 audio prompts for implementation into the One Voice Verizon Persona. Orchestrates on-going upgrades to audio database including recording sessions of voice talent for two platforms. Managed multi-year clean-up initiative to decommission excessive toll free numbers on Verizon’s platform. Succeeded in eliminating 7,000+ toll free numbers in aggressive, three-year time period.Overhauled the Verizon Unified Communications’ holiday routing to reduce routing issues during closures for 500 agent groups. Reduced error rates from 15% to zero.Led the Announcements Database project including building a web-based repository of the 5,000 announcements, migrated announcements from a spreadsheet to a website, allowing multiple users across the enterprise instant access to the announcement details, thereby increasing efficiency.

Ashburn, Va

Provided project management for various call automation initiatives impacting internal/external customers and call center routing procedures for clients’ toll free numbers.Ensured optimal levels of team productivity and efficiency while coordinating project lifecycle involving scope, strategy development, risk management, requirements, resource allocation, and post-launch reports. Cultivated flowcharts, process decks, and training documents. Heightened automation procedures by serving as the subject and system expert within cross-functional groups. Also acted as a process manager overseeing workloads for four additional project managers conducting marketing campaigns.Key Achievements:Supervised the MCI Cable-Net, a two-year project. Launched leading-edge automation applications and directed all phases of project’s lifecycle for MCI’s initiative with external Cable-Net customers and high-profile vendors such as Time Warner and Brighthouse. Achieved $15M cost savings per year by facilitating interdisciplinary team project to integrate backend systems with automation to enhance operational effectiveness.Obtained praise and recognition from senior management for orchestrating multi-group team project to enhance operational effectiveness, provide real-time data to customers, and generate multimillion-dollar cost savings. Attained MCI Top Team Ovation Award, 2nd period, 2002 for accomplishments.

Arlington, Va

Project Manager on the Local Task Force, an operations forum for the migration and integration of MCI customer data to MCI systems. Identified current and potential issues for inclusion on the Task Force roster as resolution projects.Managed the joint MCI-Multi Local Exchange Carrier project to migrate customer data in California, Illinois and Texas to the MCI platform. Developed project plans, requirements, implementation schedules, assembled teams and drove action items as well as maintained project documentation. Coordinated efforts of multiple internal groups as well as various carriers across the states. Conducted post-project analysis to measure project success.

Arlington, Va

Developed the Contract Billing Implementation Audit (IA) Process to ensure compliance with the terms of large business customer contracts.Developed plans for moderate to complex audit projects, defined scope, requirements, and deliverables. Identified issues with potential negative impact to multiple customer bases. Developed action plans and drove plans to meet project goals.Developed Accuracy Metrics for audit process. Designed quality assurance standards for the IA Group. Researched, analyzed, and documented existing processes along with enhancement recommendations.Served on development team for the Contract Billing Implementation intranet site.

Ludhiana, Punjab. India

Managed the upgrade project to enhance operations for an industrial corporation, through operations streamlining and introduction of IT tools. Responsible for all aspects of the project - project plan, writing requirements, coordination and management of resources, team development and managed action plans to achieve project goals. Analyzed, documented and re-engineered existing business functions and processes. Prepared project documentation and presentations for executive management. Developed and rolled out training documentation and process flows.

Recruited to the start-up team to establish the US Department of State's National Visa Center (NVC) and coordinate the transfer of the Transitional Immigrant Visa Processing Center (TIVPC) from Virginia to New Hampshire. Designed and established the Quality Control Unit including processes, accuracy metrics, training, and ongoing process definition to enhance efficiency and accuracy. Managed resources and supervised a 28 person Quality Control staff. Contributed to the ongoing development of the Center database as well as the transfer of data from the NVC to US Foreign Service posts overseas.Published status reports for on-site Department of State officers as well as for posts overseas.Managed the transition of the Central File Facility from Arlington, VA to the NVC. Managed the transfer of data from overseas to the NVC/CFF as well as the ongoing integration of the CFF into the NVC.

Managed the development and operations of the Central File Facility (CFF), an integrated records management facility and processing center for over 1 million paper and electronic immigration files. Responsibilities included process development, resource and systems requirements, data transfer and integration planning and quality assurance. Worked with IT to develop record integration across a wide array of media from various US Foreign Service posts.Traveled to US Foreign Service posts to accomplish CFF objectives of data and record transfers through record identification, collection and transfer to the CFF in Arlington, VA. Managed resources and developed work strategies for a staff of 15.Worked on the proposal development team which ultimately won the NVC contract.

Team Lead for the 12 person Quality Control team to perform quality assurance checks on visa records to ensure compliance with Department of State regulations. Developed and wrote procedures for TIVPC handling of visa documents.Coordinated unit workload and interfaced with other units to ensure the smooth flow of records through the Center and on to 140 Foreign Service Posts worldwide.Contributed to the development of the Center database, the system prototype eventually implemented at the National Visa Center. Supervised a 30-day expedited quality assurance project for 11,000 immigrant visa cases, to comply with new Congressional legislation. Completed the project in full compliance in three weeks. Team lead for the Quality Assurance Division for the US Department of State Immigrant Visa Processing Facility prototype - to process immigrant visa petitions prior to being forwarded to US Embassies worldwide for visa issuance.

English

Bachelor Of Arts, English, 4.0 Gpa