| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEDelivery Leader with 25+ years of experience in the management of growing and dynamic customer care organizations within the high tech and telecommunications/contact center application and document processing arena. Extensive experience in all areas of customer care including pre-sales support, partner engagement, professional services, technical support, budgeting, and training.CORE COMPETENCIES Competitive/Strategic Planning Project Management P&L Goals Deployment of AI based technology Leadership Budgeting/Forecasting PROFESSIONAL EXPERIENCECoastal CloudSr. Project Manager 10/2023 to 6/2024 Responsible for managing Salesforce projects in the Non-Profit and Education space. Utilization of Agile for all implementation activities. Managing the schedule, budget, and execution of the implementation life cycle. Typical project was nine to twelve months and 4000-8000 hours. Mix of Salesforce, Commerce Cloud, and Marketing Cloud. NeuraFlash, ManagerSr. Project Manager 11/2021 to 10/2023 Responsible for managing complex Salesforce and Amazon Connect projects and managing a team of Project Managers. Engagement Manager for key accounts responsible for the overall relationship with the client. Required preparation of Financial and Project Metrics for internal and external Management staff. Projects targeted within the Contact Center space. Included management of 3rd Party Software Development partners including AWS Connect for AI based voice recognition. Assisted with UI based design efforts. Project Manager responsibilities included managing the schedule, budget, and execution of the development life cycle for projects with revenue of 500K to one million dollars. This included monitoring costs for internal and external resources and maintaining 35% Margin. Day to day management of a team of five project managers within the same business unit. Actively participated in creating process improvements for the NeuraFlash Delivery methodology. InteractionsDirector PMO 4/2019 to 10/2021 Responsible for an Implementation Team that deployed and supported the Interactions Intelligent Virtual Assistant product for a number of market segments. Utilized the Agile Methodology including leading all Sprint planning and daily Scrum activities. Matrix based organization that was set up as Business and Functional Units. Enhanced PMO Best Practices for project estimations, design reviews, quality audits, client updates, and Sales to Implementation turnover. Day to day management of a team of 25 team members including Project Managers, Designers, Developers and QA staff responsible for full turnkey services for clients in the Utility, Financial Services, and Healthcare markets with a portfolio value of $15 Million. This included all budget and planning activities for the team including OPEX and CAPEX as needed. Managed 3rd party companies for Infrastructure and specialized Application Development deliverables. This included management of offshore partners. Methodology for Development was Agile based. Team was measured on meeting the clients business and operational goals while also meeting team goals for margin attainment. Engagements include ongoing tuning and application enhancements to help clients provide enhanced customer experience while also controlling operational costs. Executive Sponsor for key accounts in the Utility Space. This included preparing and presenting Steering Committee meetings with internal and external Executive staff. VociTechnical Account Manager 9/2018 to 3/2019 Responsible for supporting large clients and partners for the Voci AI based Speech to Text solution. Developed project management tools for helping to assure continued growth and repeatability. Provided product management oversight on solutions to reduce the operational cost for handling speech. KWI, DirectorClient Delivery 5/2016 to 10/2017 Responsible for the deployment of the KWI Cloud 9 Retail Software solution to high-end Retail Enterprises. Responsible for Implementation, Business Analysis, and Training teams. Utilized the Agile Methodology for deploying these Retail solutions. Enhanced PMO Best Practices for project estimations, design reviews, quality audits, client updates, and sales to Implementation turnover. Supported 15% growth of the business while continuing to meet critical business events for KWIs clients. Kodak AlarisDirector, Solutions Engineering 4/2014 to 5/2016 Responsible for deployment of the Kodak Alaris AI based Info Insight and other BPM focused offerings for email and document processing. Created a scalable services offering that included pre-sales discovery and implementation services. Utilized the Agile process for managing development efforts as the team Product Owner. Managed a number of large, complex solutions targeted at the healthcare, financial services, and mortgage processing markets. Leveraged 3rd Party partners for AI based tools for Document processing. CablevisionDirector, Technical Support (Contact Center) 9/2013 to 4/2014 Responsible for support of 3rd Party CTI, IVR, and Telephony platforms for providing support to Cablevisions Contact Centers.Siemens Enterprise CommunicationsSr. Director Project Management 3/2012 to 9/2013 Responsible for deployment of Siemens OpenScape solutions and the PMO for North America. Worked with Siemens Global Delivery Practice to enhance PMO methodology for complex contact center engagements. Managed an Implementation Team of 7 Project Managers that consistently met revenue targets in a constantly challenging market. Responsible for all budget activities for internal and external costs. (CAPEX and OPEX) Projects were deployed on time and met the business needs of the client. Project revenue per project varied between US$100K to several million dollars. Clients included hospitals, government agencies, and financial services companies. Managed 3rd party partners for Network Management and Infrastructure set-up activities. AdeptraClient Implementation Manager 10/2009 to 3/2012 Responsible for turnkey design and deployment of Fraud and Collections Automated Solutions for Financial Services enterprises. Overall project management and ownership of the deployment and the account. Successfully designed and deployed the Adeptra Solution for several high profile global Financial Services companies. Projects were deployed on time and met the business needs of the client. Actively participated in upselling new services to other business units for assigned accounts. Included beta deployments of new feature capabilities.Genesys/Alcatel-LucentGVP Customer Solutions Program Director 9/2004 to 9/2009 Responsible, on a global basis, for improved partner enablement, deployment, and support for the Genesys Voice Platform (GVP). Management and resolution of high-profile accounts that had large revenue or strategic importance. Managed the Siemens OEM Engagement. Included all aspects of deployment, support, and go-to-market activities for a complex rebranded Genesys product that was successfully added to the Siemens Call Center portfolio. Provided overall Program Management for Customers requiring System Integration Services with active participation from locally based Genesys partners. Customers included international organizations located in Latin America, Germany, and India. Telera, a Genesys/Alcatel CompanySenior Director Voice Services 7/2002 to 9/2004 Responsible for all customer support operations including Technical Support, Professional Services, Training, and IT that provided all post-sales customer care activities for the deployment and support of the companys integrated network based and enterprise focused TDM and VoIP CTI/IVR product. Additionally responsible for transitioning this organization into the Genesys corporate infrastructure while introducing a new product offering. Created a Professional Services Practice for deployment of the companys new Genesys Voice Platform (GVP) offering. Creating processes for outsourcing many of these services to third party Application Development organizations and partners. Responsible for hiring staff to provide implementation and Technical Support for the GVP product. CosmoComVP of Technical Services, North America 8/1999 to 6/2002 Responsible for all customer support technical operations in North America including Project Management, Systems Engineering, Technical Support and Training, which together comprised all post-sales customer care activities for the deployment and support of the companys integrated IP/PSTN/VoIP ACD product. Responsible for overall profit and loss of the technical services organization. Responsible for all internal budget(OPEX/CAPEX) for the Engineering Team. Built the technical services group from four individual contributors to a multi-tier, multi-group organization of project managers, technical support managers, technical support specialists and systems engineers. Periphonics CorporationExecutive Director Implementation 1/1988 to 8/1999 Managed a Delivery Team that was responsible for delivering Interactive Voice Processing systems for large national and international based companies in the Financial Services, Telecommunications, Utility, and Government markets. Included management of 10 Project Managers and 4 Directors that were organized into Business Units. Created a PMO structure to support the Implementation team. This included establishing Best Practices for sales to implementation turnover, quality audits, design reviews, SOW creation, and establishing Acceptance Criteria for project sign-off. Executive Sponsor for several overseas Telco clients in Europe and Asia. Responsible for overall profit and loss for this Implementation Team. Revenue was 50 million dollars annually. Handled all pre-sales activities around SOW creation and handling RFP responses. Hiring and mentoring of Project Managers and Application Developers EDUCATIONMaster of Science, Electrical EngineeringState University of New York at Stony Brook, Stony Brook, NY Bachelor of Science, Physics and MathematicsUniversity of Albany, Albany, NY, Graduated Magna Cum Laude, Phi Beta Kappa |
