Clearly defined objectives, timelines and measurements ensure profitable solutions.

Call Center Highlights

• Global Photo Finishing – Consolidated 55 customer call centers into 4 strategic Contact Centers with millions in cost reduction with dramatic improvement in customer satisfaction.
• National Revenue Service – Improved call flow with consolidation thereby reducing operating cost.
• IT Help Desks – Multiple multi-national helpdesks restructured resulting in significantly reduced costs and improved client satisfaction. Changed the paradigm from customer to client services.
• Major Public Utility – Resolved disaster recovery issues.
• Municipal Governments – Developed strategic contact center strategies. Assisted with implementation planning.
• Pharmaceuticals – Linked the Customer Contact Center to every business transaction through planning and strategic development.

Operations & Coaching

• State Insurance Rating Bureau – Assessed business environment and recommended changes that resulted in greater than 30 percent improvement in performance.
• National Technology Advisory – Reduced staff and recommended other changes which accelerated performance.
• Regional Food Producer – Focused on loss mitigation; improved financial results.
• National Media Company – Defined IT business environment and adjusted processes resulting in 200 % increase in projects completed on time and within budget.
• Regional Telecommunications Company – Modified help desk and dispatch procedures for better employee / client interaction.
• National Media Company – Evaluated employee performance; applied coaching techniques successfully.
• National Manufacturer – Coached employees to higher level of individual achievements.

Technologies

• Multi-National Media Company – Assessed business environment & developed strategic client centric technology plans supporting timely implementation of technologies with ROI plans.
• International Time Recording Company – Developed web based trouble reporting / ticketing system.
• Multi-National Companies – Improved call flow design and call process management and reporting systems. Designed & documented Interactive Voice Response systems configuration and scripting in client support environments.
• Department of Defense – Developed inventory management system with graphic interface for cable management. Cable location, circuit ID, photo of physical location and serving utility info made visible with single click of the mouse.
• Multi-national Companies – Designed and implemented Voice and Data Networks resulting in doubling usable bandwidth and cost reduction of 50 + percent. The cost reductions resulted from vendor negotiations via the RFP process. Millions of dollars in cost savings continue to be realized by clients.