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 and expand.• 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 implementation of a new space management tool, customized to a location specific model that empowered advisors to view available space along with monthly costs before finalizing office requests.• 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 in transitioning to a new office arrangement – solution involved a forgivable loan offering, corporate sponsors with various service providers and an internal dedicated support team. • 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 complete. • Framework was so successful it was used nearly 8 months later when they restructured again moving back to 3 regions but with numerous market consolidations within each.• PM on other smaller initiatives such as implementation of mobile check capture feature, change management for discontinuation of health benefits for advisors, updating of advisor compensation grid, advisor-facing material review and update.

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 retain account.

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 very late entrants into the scope of the billing migration and required a significant consolidation of timeline and expedited requirements gathering and development between Wal-Mart, our 3rd party interface/portal vendor Synchronoss and USCC's IS team to align with the larger program mandated timelines. Due to the compressed timelines and to ensure offering continuity, parity with legacy system was not possible and required the creation of an offline Customer Service queue to manually enter orders into TOPS. Solution was launched in 509 Wal-Mart and Sam's Club locations nationwide and created a baseline for future expansion into additional big box retailers.

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 Service 800#, online survey via pop-up and banner links on uscellular.com, POS receipts invitations and paper comment cards at all company owned retail locations. Implemented a new “red-alert” queue within Customer Service to follow-up with customers whose survey results rated USCC’s performance as unacceptable. Team’s goal was to resolve and retain customer thus reducing churn. 5-year business case estimates $19M in churn reduction benefits, with approximately $2.2M in annual expense.

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 program project plan, assembled program/executive status, proactively assessed risks and issues, managed requirements/change requests.

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 center, conducting focus groups, arranging side-by-side observations and more. Produced a deliverable with a list of improvement suggestions that spanned system enhancements to policy changes.Assisted Sprint Director responsible for the Care Transformation Program in constructing a master project plan and formalizing the operations of the team’s statuses, issue/risk capture and external communications for pilot program.

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 discussions, clearly articulating gaps, and driving to timely development of the workaround.

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 Lightspeed Error Manual.Coordinated build-out of the VoIP test lab - gathered necessary hardware/software requirements, funding approval, hardware/software procurement, established lab connectivity among 5 labs from New Jersey, Wisconsin and Texas, tracking established timeline, resolved countless issues and provided status to the overall management team.

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 meshed with the overall program's timelines.Responsible for managing and communicating any project issues or risks that might jeopardize the program and proactively managing very hostile working relationship between various groups within SBC.

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) through the various stages of test design.Designed and implemented a process for communicating and managing known LNP issues between the Porting Administrative Group (PAG) and AWS' National Support Desk (NSD).Coordinated the creation of an escalation path for LNP issues in the field to appropriate tier partner.

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