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"Fresh set of eyes" to energise and refocus imaginative use of Technical developments to increase operational effectiveness and raise customer profile on site. Identified, designed and implemented Handheld/Web integrated Survey and Mail Tracking Applications. Re-organised and managed internal IT team to better deliver goals against timescale, business requirements and budget.
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Decision support to The Senior Management Team on selection of distributed telephony ACD platform. Invited as a fresh set of eyes to check the gathered requirements, operational assumptions and technical recommendations made by The InHouse Technical Team in recommending a network based "pre site delivery" ACD solution to deliver calls to 3, functionally similar, contact centres. After site visits and requirements gathering workshops, recommended an onsite solution, upgrading and triangulating the existing Meridian ACDs to create a virtual agent group and transparent inter-site routing, with the advantages of reduced initial cost, accelerated implementation, reduced staff training requirements and reduced ongoing costs. Due to contractual obligations the orginal solution was progressed, but many of the "new" requirements gathered were incorporated into the design.
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Decision support leading to hands on project involvement and management of major telephone system update for critical contact centre. Generated GBP100,000 saving on original spend budget of GBP150,000, with increased functionality over original proposal. Invited as fresh set of eyes to "rubber stamp" the provisional ITT before being distributed. Based on best practice ITTs, established a less than complete set of user requirements represented, coupled with questioning a number of requirements which were marked as "essential" although more typically requested as "nice to haves". Invited to gather more complete user requirements through a number of user workshops, coupled with best practice norms. Invited to stay involved with the selection process, including response analysis. Suggested hybrid solution, retaining existing turrets and infrastructure, interfacing to new platform to reduce staff retraining and minimise like for like replacement costs. Suggested, organised and ran "ITT run through workshops" with shortlist suppliers to ENSURE adherence to ITT and ITT responses. Quote from customer manager following ITT workshop:"I don't know why or how we've ever bought anything without taking this approach". Avaya IPOffice platform selected, interfacing to existing turrets and cabling. Asked to be "on standby/call" for implementation process and called in and out as required. Implementation 100% successful, with all agents seamlessly migrated to new platform within 30 minutes of each shift starting. Very enjoyable post implementation lunch at local Indian Restaurant.
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Secured 100% successful customer implementations and facilitated second round funding after delivering bespoke health care/contact centre applications for an innovative start-up. Invited to get involved following a stringent selection process by The CEO. Picked up, analysed and moved forward the existing prototype of a distibuted web based architecture, enabling multiple outsourced contact centres and remote/home workers. Moved the prototype from the desktop environment to a robust/industrial strength platform of MySQL, Java/JSP View/Model/Controller model architecture, including email and SMS real time communications. Co-led the business requirements gathering process along with The CEO, Used expert and knowledge system information gathering techniques with the expert medical team of Medical Consultants, Doctors and Nurses. Delivered an incremental, functionally increasing platform in The Agile Development Model, with weekly roll-outs during the operational build up phase. Designed and implemented telephone and voice recording solutions within aggressive start-up budgets. Worked with The Operational Manager to identify, negotiate and implement outsourced contact centre cover, using distributed agents to access the core system in real time. The project was completed by the successful and supportive handover of the working and proven technical platform, to the newly recruited Operations Officer.Still frequent contacts and catch-ups, with this rapidly growing and inspirational operation.
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Increased sales conversions and upsold existing customer accounts by supporting the in-house sales team and also by standing in for the technology Managing Director when Director presence was required.
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Completed a group wide contact centre operations analysis which focused on technology and appropriate fitness for purpose.
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Helped build a green field Contact Centre operation after enabling the group to centralise five distributed customer facing operations into one facility.
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Realigned the resource pool for handover to the permanent manager and completed two major project redesigns and replans within extremely short timescales as the Interim Head of Project Management leading a 24 member team.
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Delivered recommendations for consolidated call handling service and technical offerings after acceptance by the sponsor.
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Rescued a failing Siebel CRM implementation after securing buy-in from the internal systems team to redesign the project solution.
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Implemented outsourcing and internal rationalisation centre recommendations
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Implemented European customer service call centre, eCommerce and CRM systems, data and communications recommendations including project management of the technical redesign
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Secured approval for a five-site, Internet and eCommerce enabled call centre strategy which interfaced with SAP R3 logistics and back office functionality.
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Obtained approval for an improved European telecommunications and CRM strategy after auditing current infrastructure.
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Secured approval for a future Internet/eCommerce strategy after analysing current Internet offerings and in-house capabilities ... analysing the competition ... and researching best practice and technologies.
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Designed a group-wide call handling process from a sales, business process, and technical infrastructure perspective after analysing the telephony platform (CandW Centrex) ... developing short term tactical and long term strategic directions ... producing functional and technical requirements specifications ... and verifying and selecting solutions during the ITT/ITQ process.
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Facilitated the technical design, strategic input, and implementation of a call centre strategy to encompass the UK, USA, and Australasia.
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Enabled preview dialling functionality through the standard agent application after designing CTI architecture. Also secured acceptance of recommendations to enhance existing predictive dialling technologies.
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Secured approval for tactical and strategic recommendations as well as technical input concerning an Enterprise-Wide Call Centre improvement strategy.
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Led the bid team responding to an RFI from a major broadcaster.
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Redesigned software development procedures and cycles as well as critical database processes which constricted flagship product performance.
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Designed and built all technological architecture aspects for a global call centre outsourcing operation, including communication and data systems as well as sales and customer relations
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Capitalised on the resource possibilities of the Indian market after developing a blueprint for the technology infrastructure platform.
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Provided on demand development and design expertise to produce a Palm OS based consignment tracking application for use in a merchant banking environment. The application includes Palm and desktop elements, including Windows DLL and Palm conduit research, design and development.
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