Tim Kummer Email & Phone Number

Services Executive accountable for the on-going client services and support relationship dedicated to the growth and development of Strategic Accounts. Primary activities encompass facilitation of a stable and supportable client environment with consistent and predictable services delivery. Through alignment with the Client Executives and NICE Leadership, provide pro-active leadership, vision, and support to create an exceptional customer experience as a catalyst for continuously improving the strength and added value to the client relationship

Responsible for Project Ownership and Execution of Technical Implementations for a broad base of large customers engaged in the Financial Services and BPO Industries. Manage the full project life-cycle from Initiation through Closure ensuring pro-active management of internal and customer resources. Utilizing a proven Project Methodology, deliver a high-quality, consistent, and positive customer experience throughout the engagement.• Managed the implementation of over 50 complex custom recording and analytics solutions for eight major clients• Realized in excess of $2M in services revenue annually • Led the development effort of a Project Manager On-Boarding and Mentoring Program resulting in a formal GPMO process reducing new Project Manager time to proficiency from 9 months to 4 months• Q3 2010 Above and Beyond Award recipient• 2010 President’s Club Award

Reporting to the NCC Corporate Network Services GM, responsible for the ongoing development, enhancement, and optimization of Enterprise-Wide Voice Communication Assets including the Carrier Network, PBX, ACD, VoiceMail, Video Conferencing, and Quality Monitoring Assets. Provide direct leadership of the 10 Member Corporate Telecom and Call Center Engineering Team to meet corporate governance policy, operational architectural standards, and application demands.

Held responsibility for successful execution and complete life cycle infrastructure projects. Facilitated discovery activities, financial analyses, and executive presentations, to gain project funding. Managed project team through planning, testing, execution, control, and closing. Monitored and reported financial data.• Implemented quality monitoring and call-recording solution across 12 company locations, in excess of 15 lines of business, and with project budget of $2,500,000.• Implemented $2,000,000-interactive voice-response platform upgrade across multiple sites.• Created standard financial spreadsheet for use as working document throughout project and e-Form used by technical project management group, for status updates and stakeholder reporting.

Managed development, implementation, monitoring, and reporting of large customer voice and converged VoIP installations. Oversaw project teams and interfaced with customers and customer vendors to coordinate project activities, establish project scope, and monitor costs and deliverables.• Successfully managed 50-member project teams, implementing $2,000,000 and $5,000,000-voice infrastructure installation at Bowling Green State University and Western Kentucky University.• Directed activities of more than 200 Avaya project team members, completing a roll-out program six months earlier than forecast.• Managed more than 350 complex programs and projects for major clients across banking, insurance, and manufacturing industries.• Designed and implemented nationwide insurance claim office communications system upgrade and call-flow enhancement projects.

Held responsibility for facility and telecommunications operational infrastructure of 1,100-seat collections call center. Led and developed a support team comprised of call center design and ongoing support, telecommunications, purchasing, accounts payable, systems security, and facility management.

Management of voice infrastructure assets, including AT&T System 75, call management system, call detail reporting, and auto-dialers.

Managed the collections strategy development of a $13 million portfolio and a six member collections team

Mba, Finance

Bba, Business Management