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| Director, Consulting Services | | | Ref. Number: | CRM11278 | | |
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| Personal Information |
| Personal Profile: | | Contact center expert specializing in performance management and improvement, extensive marketing background | |
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| Education: | Bachelor Degree |
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| Date of Availability: | Dont know yet |
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| Current Position |
| Current Job Title: | Director, Consulting Services |
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| Current Location: | Ann Arbor, Michigan |
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| Current Salary: | >100,000 $ |
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| Preferred Position |
| Preferred Job: | VP Customer Care |
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| Preferred Location: | Negotiable |
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| Preferred Salary: | >100,000 $ |
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| Education | Western Illinois University Macomb, IL
Bachelor of Science 1985, Business Management Major and Marketing Minor
Studies: Quantitative and Qualitative Research, Process Mapping and Reengineering, Best Practices in Monitoring and Quality Programs for Call Centers, USA Today Management Development Program
Memberships: American Society for Quality, International Customer Service Association, Society for Consumer Affairs Professionals, Contact Center Strategy Forum
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| Working Experience | 1999 – Present NICE Systems, Inc. Pinckney, MI
Senior Director, Consulting Services (2004 – Present)
Built consulting services organization from the ground up generating $1.5M in annual revenue
Defined consulting services offerings, conducted sales presentations, sales training, developed proposals and statements of work, to drive growth of services business
Developed and trained consulting team to deliver services on contact center management best practices, quality management, and optimization of technologies to improve performance
Drove significant repeat business with clients by developing a fundamental understanding of their strategic/operational goals and how our solutions can help the clients meet them
Instrumental in client achievements of substantial improvements in performance and ROI on their NICE solutions, including cost savings of more $350K and increased sales of over $500K
Drove utilization of NICE technologies beyond the contact center to other parts of the organization as a means of extracting meaningful customer insights for improved enterprise performance
Director, Product Marketing (2000 – 2004)
Lead team responsible for the introduction and launch of new products and versions to the North American market , including beta management, sales training and materials, product positioning
Defined product requirements to address emerging market needs, industry trends, and opportunities
Established NICE’s market positioning and messages for all product and service offerings
Responsible for training of sales, engineers, and distributors on positioning and selling NICE solutions
Managed development and execution of marketing campaigns, sales collateral, and presentations
Thought leadership via speaking engagements, industry analyst education, and published articles
Director, Quality Applications (1999 – 2000)
Defined customer requirements and emerging needs for quality management applications
Worked closely with R&D on design of new applications to meet the needs of contact centers
Responsible for roll-out of new products to North American market, including, overseeing the beta testing process and training the sales organization and distributors
Promoted to Director, Product Marketing
1995 –1999 APAC Customer Services, Inc. Alexandria, VA
Director, Quality and Implementation
Standardized and implemented quality management practices across 60 call centers
Designed and managed quality management functions for APAC’s major outsourcing clients, including, UPS, MCI, Ty Corporation, Merck-Medco
Consulted with major clients on quality measurements and processes to ensure quality customer care to their customers across all points of contact, including inbound calls, outbound sales, and email
Key member of new contact center start-up team responsible for developing and executing call center implementation project plans for new business clients across various industries
Provided consulting services to clients on customer care processes with the goal of presenting solutions to improve performance and customer satisfaction
Documented APAC’s call center consulting procedures and assessment tools
Pioneered the design and implementation of state of the art call monitoring technology, including defining user and product requirements, conducting a formal evaluation of vendor systems and features, working closely with developers, and coordinating implementation
Presented APAC capabilities to all prospective clients via formal sales presentations, RFPs for call center outsourcing, and developed business solutions and proposals
1989 - 1995 USA Today Newspaper Silver Spring, MD
Quality Manager & New Business Project Manager
Established the national newspaper’s quality organization, including call monitoring and customer satisfaction measurements, customer complaint tracking, and call center performance measurements
Instrumental in the effort to centralize USA Today’s 28 local call centers into a single national call center
Turned USA Today’s call center into a profit center by outsourcing call center services and technologies to advertisers, including call handling, IVR solutions, campaign analysis, and fulfillment services
Saved company over $50,000 per year by improving subscriber credit procedures. Improved accuracy of billing transactions by 29% through root cause analysis and process improvements
Lead team of 6 project managers responsible for managing client projects and relationships
Key member of Contact Center Reengineering Committee responsible for mapping and redesigning USA Today’s call center processes and systems to improve customer services and increase efficiency
1987 - 1989 Hooper Marketing, Inc. Alexandria, VA
Marketing Research Specialist
Managed all market research activities including survey design and interviews, compilation of results, and presentation of findings to clients
Conducted qualitative studies for promotional concept and new product development
1985 - 1987 Time, Inc. Chicago, IL
Statistical Analyst
Examined marketing programs, determined accuracy in areas such as target market, pricing, and premium information for computer files
Reviewed and approved release of direct mail promotions for magazine publications
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| Other Skills | Excellent communication and presentation skills
Extensive experience in contact centers, customer relationship management, process improvement and reengineering, marketing
Skilled in building successful teams and organizations from the ground up
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