Tim Broome, Pmp

Tim Broome, Pmp Email and Phone Number

Contact Center Transformation Manager @ Humana
Tim Broome, Pmp's Location
New York City Metropolitan Area, United States, United States
Tim Broome, Pmp's Contact Details
About Tim Broome, Pmp

I am a results-driven executive with over 25 years of experience in designing and deploying transnational and transformation delivery/management. I have a strong customer focus vision ensuring the product meets the functional needs of the client. I am extremely proficient in managing global business unit expectations and achieving defined goals. I am motivational leader and strong communicator, capable of bridging the business-technology divide with a combination of technology and operational skills. My most recent achievement was leading the transition from an on premise Avaya/Nice/Nuance/Aspect contact center system to a cloud based CCaaS solution provided by Genesys. I was involved in the market research, RFP and selection process, running the POC for the final two candidates and ultimate final selection and award. CORE COMPETENCIES Contact Center Technology SolutionsOperations/Project ManagementBusiness Process ImprovementLong-Term Strategic ModelingResearch and DevelopmentProcurement/Vendor ManagementCustomer Service ManagementProduct Life Cycle/ImplementationGlobal Network Management TECHNICAL PROFICIENCIES: Global Contact Center Network Design | Cloud Transformation | ACD | IVR | Customer Contact Center Applications |WFM Tools | Quality Assurance Tools | Analytics | CRM Agent Desktop | Multi-Channel Applications | Systems Development | Genesys Cloud | Avaya Certifications: PMP Certified - 2008 #1226664

Tim Broome, Pmp's Current Company Details
Humana

Humana

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Contact Center Transformation Manager
Tim Broome, Pmp Work Experience Details
  • Humana
    Customer Contact Specialist
    Humana Sep 2020 - Present
    Louisville, Kentucky, Us
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  • Aig
    Global Program Manager Contact Center Strategy
    Aig Apr 2013 - Sep 2020
    New York, Ny, Us
    § Defined/developed cloud-based Contact Center as a Service transformation program. Blended media architecture to provide customers alternative access to AIG Sales and Service Team. § Served as member of CapEx to OpEx transition team for vendor selection. § Characterized technology components for contact center global infrastructure utility for common use across all AIG business (base telephony infrastructure, reporting tools, quality management, PCI compliance program, global mesh network, business contingency planning).§ Built framework for Workforce Management, Voice of the Customer, IVR Self-service practice across all AIG centers.§ Led the consolidation of 238 Contact Center functions across 90 countries down to 84.§ Responsible for reduced operation cost by implementing process efficiencies and tech debit elimination § Developed and deployed global business requirements for Salesforce and Pega CRM based Contact Center Agent interface for Sales and Service functions. § Created “Model Office” standard for all Contact Centers (internal/external), yielding common desktop, tools, and industry best practices.§ Managed global cross-functional teams, of direct reports, matrix resources, consultants and vendor supplied resources.
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  • Aig
    Mgr System Design And Development
    Aig Oct 2004 - Apr 2013
    New York, Ny, Us
    § Identified enterprise opportunities for new application integration, cost reduction, workflow improvements/enhancements. § Employed technology through consultation with senior business leadership, internal and external customers globally. § Managed annual operations and maintenance budget of 400K and annual project budget of 2MM.§ § Served as Member of the Global Enterprise Voice Services Technology governance board, with oversight of evaluation, selection, procurement and implementation of new technology suites across the global infrastructure. § Managed the complete life cycle process for installation of customer voice and data network services, for global operations.§ Consulted as subject matter expert for customer facing applications as part of new offerings to secure new business and maintain existing customer relationships.§ Provided support through product life cycle; engaging as required to implement product enhancements.§ Managed technical voice / Contact Center components relating to all Mergers / Acquisitions and Divestitures.
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  • Gt Telecomm
    Vp Operations And Project Management
    Gt Telecomm Aug 2002 - Sep 2004
     Managed the installation and/or relocation of customer voice and data network services. Managed teams that conducted building surveys for quoting and installation preparation Responded to all RFP’s solicitation, prepare quotes for bid, and delegate assignments.  Project manager and liaison for carrier, vendor and customer. Tracked the installation of T1 and pots voice circuits for termination in various PBX and Key systems, Cisco router installation, and project manager for cutovers. Track trouble tickets, field customer calls and generate Quality Assurance, and MTF reports. Responsible for the P&L, and research for new steams of revenue. Secure new business and maintain existing customer relationships. Engaged as lead tech in the field on large complex installations
  • Fleet Bank
    Vp Operations
    Fleet Bank Feb 2000 - Sep 2001
     Hired and managed a 24x7 technical support/implementation team, responsible for the monitoring and maintenance of 52 online equity trading websites. Matrix managed the developers and Quality Assurance departments. Managed remote data center hosting facilities (NJ and VA), including technical staff. Responsible for the procurement and installation of all new infrastructure components. Devised and implemented the Change Management process and project life cycle.  Scheduled the maintenance windows for change implementation. Established and managed alpha, beta, pre-production (staging) and production environments.  Compiled, documented and developed an in-house, online runbook/documnetation/contingency plan website.  Responsible for the Call Center operation, Avaya PBX technicians and vendor management. Controlled budgeting, scheduling, and staffing for the support/implementation team. Produced monthly status reports (uptime, outages, call management, fiduciary, and misc.).
  • Information Technology Partners, Llc
    Information Technology Consultant
    Information Technology Partners, Llc Nov 1996 - Oct 1999
     American Express - Managed network restack, cabling infrastructure installation and relocation of 4000 users.  NYC Off Track Betting – lead designer for network infrastructure upgrade of 63 OTB offices. Managed the network implementation and system migration.
  • Ghi
    Director Telecomm And Small Systems
    Ghi Jan 1990 - Jul 1996
    Us
    • Designed and managed implementation/transition from coax based network to ethernet managed switch network in 9 office for over 3000 end points. • Designed cabling, data network and telecom network as part of relocation effort to new headquarters. • Directed telecommunication staff and responsible for $4 million budget including organizational structure and training.• Analyzed and reconfigured Call Center structure, reducing average speed of answer by 50%.• Incorporated Interactive Voice Response (IVR), Customer Controlled Routing (CCR), Networked ACD, and Dictaphone Voice Recording, improving overall Call Center performance.• Developed and implemented Corporate Charge-back system.• Optimized Corporate WAN by integrating Voice and Data point to point T1’s into a SONET/ATM network. • Performed Telecommunications Audit, generating an annual cost savings of $300,000
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Tim Broome, Pmp Skills

Telecommunications Vendor Management Business Analysis It Strategy Management Business Process Improvement Process Improvement Program Management Sdlc Project Portfolio Management It Management Risk Management Project Management Outsourcing Insurance Software Project Management Integration Pmo Change Management Strategic Planning Business Intelligence Disaster Recovery Enterprise Architecture Pmp Information Technology Requirements Analysis Solution Architecture Business Process Call Centers Analysis Crm Data Center Requirements Gathering Business Transformation Software Development Life Cycle Service Delivery Governance Business Process Re Engineering Project Management Office Business Requirements Resource Management Project Delivery Salesforce.com Contact Centre Technology Customer Relationship Management

Tim Broome, Pmp Education Details

  • Purdue University
    Purdue University
    Information Technology
  • Salesforce U
    Salesforce U

Frequently Asked Questions about Tim Broome, Pmp

What company does Tim Broome, Pmp work for?

Tim Broome, Pmp works for Humana

What is Tim Broome, Pmp's role at the current company?

Tim Broome, Pmp's current role is Contact Center Transformation Manager.

What is Tim Broome, Pmp's email address?

Tim Broome, Pmp's email address is ti****@****aig.com

What is Tim Broome, Pmp's direct phone number?

Tim Broome, Pmp's direct phone number is +120142*****

What schools did Tim Broome, Pmp attend?

Tim Broome, Pmp attended Purdue University, Salesforce U.

What skills is Tim Broome, Pmp known for?

Tim Broome, Pmp has skills like Telecommunications, Vendor Management, Business Analysis, It Strategy, Management, Business Process Improvement, Process Improvement, Program Management, Sdlc, Project Portfolio Management, It Management, Risk Management.

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