Michael Schnetzer Email & Phone Number

Kansas City, MO, US

Kansas City Metropolitan Area

Kansas City Metropolitan Area

• Project Manager facilitating the design/construction of Waddell & Reed's new corporate headquarters in downtown Kansas City along with move logistics and current campus decommissioning.
• Assisted in setup of new PMO within Waddell & Reed to support a large business transformation project within the Broker/Dealer – outcome inspired W&R to implement an enterprise-wide PMO that continues to slowly grow.
• Managed several large initiatives within the B/D including devising a solution that would allow W&R to charge advisors for space within the 130+ field offices nationwide. Project required the selection and.
• The Field Office Strategy project allowed W&R to recoup $12M annually in office leasing costs from advisors.
• Insight gathered enabled W&R to determine that offering field offices is not sustainable, so next project was to implement a 2 year plan to close all field office and create a support package to assist our 1K advisors.
• Coordinated the roll-out of a new Field Support structure that required the consolidation of 7 regional markets into 2 – changes impacted nearly every field support system and required nearly a year and 7 waves to.

Dallas, Texas, United States

Brought in to assist Call Center Migration Lead during La Quinta’s move from one outsourced call center vendor to another. Responsible for review/update of new hire training and all SOP documentation to align with LQ’s current operating model.Served as SPOC for Alorica’s Special Projects team’s questions/issues and partnered with LQ teams to address.

Chicago, Illinois, United States

Responsible for investigation, escalation & resolution of billing issues from USCC’s large business and government Account Managers.Mediator between sales teams and IS departments, BBE Team confirmed validity of issue being reported and ensured that necessary corrective action was performed, i.e. credit applied, bill produced to satisfactorily resolve and.

Greater Chicago Area

Responsible for the $4.5M implementation of a new "big box" retail channel within TOPS – USCC’s $300M project to implement a new Amdocs billing system along with the conversion activities and support associated with the migration of 5+million subscribers from 6 market based instances into one centralized system. Both the U Prepaid and Postpaid product were.

Greater Chicago Area

Business Project Manager for the implementation of a mutli-channel customer feedback offering. Project managed end to end from scope definition, requirement gathering, RFI, vendor assessment and selection through deployment and implementation. Coordinated development of four unique surveys with Synovate and business SMEs–IVR survey via USCC’s Customer.

Greater Chicago Area

Served as Business Project Manager for the CIM project, which identified and organized the full lifecycle view of the "customer" from a data perspective. This project pulled together business and IS SMEs from every aspect of the organization and formed the initial phases of the build out of USCC's new Enterprise Data Warehouse.

Greater Seattle Area

Led team positioned between Chief Technology Office and Amdocs/QPass the new Mobile Media Mall vendor.Responsible for the overall PMO functions to ensure a successful migration to the new content management system that included a new customer storefront for both the Web and WAP. Required setup of the overall process and structure, built and managed entire.

Kansas City, Missouri Area

Responsible for the daily review of issues/concerns submitted by the 70+ call centers in the Sprint enterprise and ensuring that each issue was resolved and that direction/resolution was provided to the front-end rep.Lead an AHT task force to find root cause behind a large spike in handle time, involved coordinating a 3 day site visit to the Charlotte call.

Kansas City, Missouri Area

Responsible for engaging the consumer and business care business process owners and partnering with them to devise viable workarounds or bridging solutions that closed the gap between the functionality being delivered with each application release and their needs to service the customer appropriately on the new billing system. Involved facilitating.

Greater St. Louis Area

Responsible for setting up team structure, organizing and prioritizing various work requests, implementing a mechanism for tracking and reporting timelines/status.Created and implemented a Rapid Release process, coordinated all required deployment activities, gathered and communicated IT's SLAs, finalization of call center desk top image, creation of.

Greater St. Louis Area

Team Lead for 4 Integration Leads responsible for multiple Middleware projects for Project Lightspeed Attended Unified Requirements & Design (URD) Sessions and ensured that the data requirements and functionality between the client system and the source system were clearly defined and baselined.Managed MWS resource team to ensure timelines were met and.

Greater Seattle Area

Worked with the Enterprise Requirements Organization (ERO) and various IT teams to create necessary testing documentation for the execution team to validate all new functionality implemented to support LNP.Managed the scope of testing - 13 new applications and the 30 modified applications.Supervised the work efforts of 6 Test Authors (3 Accenture/3 Client).

Kansas City, Missouri Area

Partnered with business SMEs to devise GUI design and workflow process mapping of new customer billing system.Liaison between 20+ internal development groups and Amdocs to determine necessary API requirements between backend systems and custom designed systems within Sprint.Served as technical SME throughout development, testing and implementation.

Master'S Business Administration, It, International Business

Bachelor'S, Business Administration