Tony Kellerman Email & Phone Number

Amelia, OH, US

Lead deployment and support by delivering the highest quality project deliverables and support to our customersPartnering in a consulting role with contact centers leaders to offer seamless solutions that optimize performance and enhance (CX) customer experiences.Support Sales in presales opportunities to empower businesses across diverse industries to.

Mauritius, Black River, MU

• Lead North America deployment, support and services by delivering the highest quality project deliverables, professional services and support to NA customers
• Define, develop and implement processes and drive their overall achievement that are repeatable and scalable and that are adopted globally throughout Smartz’s organization. Such as:o Partner closely with third parties.

Mauritius, Black River, MU

Provide Director level leadership for Program Management and Support (subject matter expertise) for our partners deploying the Smartz Solutions Suite of products in North America.

Hoboken, New Jersey, US

• A Director level position that has oversight of multiple services delivery projects for multiple Fortune 500 premier accounts. Emphasizing the coordinating and prioritizing of resources across projects, managing links.
• Selected as a leader to help develop and implement processes, procedures, tools and KPI reports for this newly developed role within the company.
• Provide Program/Portfolio Management to numerous major accounts.

Hoboken, New Jersey, US

• A Director level role that is responsible and accountable for all services and support aspects for multiple Fortune 500 premier accounts. Acts as a single point of contact for the client for all Services and support.
• Took on additional leadership role within the Major Accounts with seven direct report Client Business Managers and Project Managers
• Developed a Client Business Manager Dashboard via Oracle BI that allows CBM’s to have all the important information on a single dashboard which improves CBM efficiency.
• Provide Client Management to major accounts such as DirecTV, ADT, TYCO and Hewlett Packard.

Boulder, Colorado, US

• Directed and led the Project Management Office that provided all resource staffing, forecasting, global communication, training, process improvements and reports to senior and project management to ensure that projects.
• Assisted in the creation and design of a custom application that allowed all Professional Services resources to be more efficient and consistent in forecasting, staffing, reporting and project status.
• Key person who managed the design and deployment of tools and applications to support global professional services including SharePoint, Amdocs and Oracle.
• Key member of a global/cross functional team that created the policies and procedures for Global Professional Services that provided quicker turnover to support and increased customer satisfaction.
• Team member who ensured that professional services adhered to PMI standards, resulting in higher quality installations, better project management and quicker revenue recognition.
• Developed the lessons-learned-process for the archiving of all project assets to allow project managers quick access to information and avoid the risk of having duplication of efforts.

US

• Provided leadership to the project management and implementation consultant teams. These teams delivered enterprise level software and hardware solutions for top global corporations integrating contact center.
• Initiated, developed and established all best practices for project management and implementation consulting that did not exist previously.
• Implemented training programs for all personnel to increase capabilities, including in house workshops, PMP certifications and Microsoft certifications which resulted in more efficient, effective and higher quality.
• First director and key contributor in the creation of the Project Management Office department for Professional Services that provided all resource staffing, forecasting, and quality measurements reports to senior and.

• Provided project management, integration, training and troubleshooting support to numerous Fortune 500 accounts. Managed and achieved installation revenue goals of $750,000 annually.
• Project managed and implemented a large-scale, $1MM deployment of Unison systems to EDS/Centrobe throughout the U.S.
• Assisted in the developing of a quick deployment strategy that allowed Centrobe to relocate and re-deploy systems to utilize agents in the case of an outage.
• Project managed a large $800k conversion for PSE&G from “paper and pencil” to a fully automated call center that dramatically improved their resource and time efficiencies.
• Built strong relationships and delivered consistent, expert project management, integration, training and support to numerous Fortune 500 accounts such as GE Capital, AT&T, GMAC, EDS, and Citicorp bringing these.
• A key and founding member in the creation of the initial project management role including processes and best practices for the company.

Installed and maintained a varity of IBM 3270 compatible terminals, printers and cluster controllers. Other titles included; Field Engineer, Associate Field Engineer.

Associate, Electronic Engineering Technology

Diploma, Electronics I&Ii