At The Hanover Insurance Group I lead a high-performing, extremely talented and motivated group of engineering and operational professionals responsible for the support, maintenance and upgrades of The Hanover’s telecom, contact center and collaboration infrastructure, applications and services, while simultaneously evaluating new technology solutions and planning strategic initiatives that deliver measurable CX / UX enhancements to The Hanover’s customers, colleagues and vast network of agencies and partners.

Senior level manager responsible for establishing and maintaining the unified communications & telecom enterprise vision and strategy to align with corporate business objectives and Homepoint’s Customer for life programs as well as establishing the approach for the Unified Customer Communications & Telecom, procedures, operation, and management across the company’s internal systems.Key Accomplishments Leadership of a high-performing and extremely motivated staff of engineering, project and support professionals dedicated to providing Homepoint and its customers with unified communication and contact center solutions that add value to and enhance the collective customer and colleague journey and experience.Continually anticipate and forecast business needs / costs to effectively develop and implement solutions to meet and exceed ongoing business requirements.Responsible for training, budgeting, planning, and tactical / strategic roadmap of the UCC&T departmentAcutely focused on process improvement and project management best practices, leading to higher Return on Investment (ROI), cost savings, and quality of service.

Planning, designing, delivering, and supporting Citizens back-office, branch and contact center, telephony / unified communications infrastructure applications, and services.Key Accomplishments:Leveraged and applied my vast and proven experience, expertise, vision and leadership within the contact center / customer experience domains to partner with Citizens Contact Center Business, IT and Engineering teams and stakeholders to tactically analyze, support and optimize the incumbent on-premise contact center technology systems, services, and application portfolios, while simultaneously planning, developing, championing, and delivering cloud-based, enhanced and optimized technology transformation solutions resulting in dramatically increased colleague, customer, and brand satisfaction.Lead service delivery manager for the migration of all contact center, back-office, and branch sites to an enterprise scale state-of-the-art cloud-based Cisco centric telephony and customer interaction solution platformLead service delivery / support manager for numerous high-profile, complex and business critical initiatives for Citizens contact centers and enterprise voice systemsManaged and championed voice / IT project teams consisting of FTE’s, contractors, vendors and service providers to provide a unified approach to implementation of standards and policies to improve efficiencies and synergies across the bank.Owned and managed the mitigation and remediation of numerous regulatory / compliance risks associated with legacy voice and contact center infrastructure and applications.Owned, oversaw and managed the ITSM ServiceNow Change Management lifecycle and processes for the banks contact center / voice infrastructure, services and applications

Senior Technical Expert / Project Manager focused on the successful design and delivery of technology solutions and systems for Putnam’s Enterprise, Contact Center, and Investments business units.Key Accomplishments:Lead role in the design, planning, and implementation of redundant, highly available contact center solutions that include: IP based voice / data transport and delivery, intelligent / skills-based call routing, IVR (internal and outsourced) systems and applications, CTI application and desktop integrations.Delivery Manager for migration of enterprise telephony systems and applications from Avaya to Cisco CUCM / Unity voicemail.Delivery Manager for migration of contact center systems and applications from Aspect to Cisco CUCC / ICM.Delivery Manager for integration of legacy applications into the Cisco CUCM, Unity, CUCC and ICM platform.Delivery Manager for numerous Nice Call / Screen recording Implementations and upgradesDelivery Manager for the upgrade and conversion of the British Telecom Trading Turret platform from TDM to VoIP technology.Delivery Manager for conversion to Cisco CM / Unity Express and Nice Call Recording as well as subsequent version upgrades in Putnam’s London, Singapore, and Australia offices.Authored numerous systems, application, and troubleshooting documents, resulting in increased co-worker and product efficiencies.Planned, designed, and implemented BCP / Disaster Recovery solutions for the Contact Center, Enterprise and Investments business units.

Manager and technical support lead, responsible for supporting, and upgrading the Enterprise and Contact Center systems and applications for the U.S. corporate office and eleven regional field offices.