Community Savings Bank
Supplied consulting insight, strategic outsourcing assessment and assistance to consolidate Web-based bank call center operations with local branch calls into single call center to gain efficiencies of scale.

Large Bank
Developed and managed an RFP for selecting a workforce management program. Managed project implementation, recommended an organization plan, trained management on effective use of workforce management tools.Implemented a list enhancement and management technology platform for the bank's call centers, providing a significant lift to their response rates.

Regional Bank
Assisted with transition from regular business hours to 24x7 operations, developed call forecast and staffing plan for call center operations.

Regional Community Health Plan
Designed functional requirements and business rules for outbound contact management software for senior healthcare seminar invitations. Developed job descriptions and recruiting plan, trained personnel in campaign management.Developed business rules, announcements and call routing rules for an IVR system, served as project manager for the installation of a new telephone system and ACD with skill-based routing.Provided telephone system support, administration and maintenance for new ACD system.

Large Commercial Bank
Developed functional requirements in development of customer service platform for the consolidation of two large banks. This was the first working CRM/CTI application developed for a large bank, and remains in use today.

Major ISP
Provided customer satisfaction analysis and reporting on an ongoing basis for monitoring performance of domestic and offshore service providers.

Community Savings Bank
Supplied consulting insight, strategic outsourcing assessment and assistance to consolidate Web-based bank call center operations with local branch calls into single call center to gain efficiencies of scale.

Large Bank
Developed and managed an RFP for selecting a workforce management program. Managed project implementation, recommended an organization plan, trained management on effective use of workforce management tools.Selected and implemented a list enhancement and management technology platform for the bank's call centers, providing a significant lift to their response rates.

Regional Bank
Assisted with transition from regular business hours to 24x7 operations, developed call forecast and staffing plan for call center operations.

Regional Community Health Plan
Designed functional requirements and business rules for outbound contact management software for senior healthcare seminar invitations. Developed job descriptions, recruiting plan, trained personnel in campaign management.Developed business rules, announcements and call routing rules for an IVR system, served as project manager for the installation of a new telephone system and ACD with skill-based routing.Provided telephone system support, administration and maintenance for new ACD system.

Large Commercial Bank
Developed functional requirements in development of customer service platform for the consolidation of two large banks. This was the first working CRM application developed using CTI for a large bank, and remains in use today as the primary CRM platform.

Major Web Portal
Provided customer satisfaction analysis and reporting on an ongoing basis for monitoring performance of domestic and offshore service providers.

Local Savings Bank
Developed organization plan for a new call center, managed RFP for Voice over IP ACD system, developed job descriptions, hiring profiles and floor plan, developed and delivered call center training, provided forecasting and scheduling tools, project managed installation of the new ACD.

Leading Computer Manufacturer
Provided customer satisfaction measurement services to enable call center management to provide better technical support.

Leading Chipmaker
Provided customer satisfaction measurement services to enable call center management to provide better technical support on a global basis.

Online Training Company
Developed a strategic business case and financial model to analyze the cost and return on investment for a new state of the art contact center with voice, email, Web and chat communications, hosted applications and Voice over IP telecommunications systems to support a new online business.

Community Bank
Developed strategic business case for a call center, designed routing plans for voice telecommunications and ACD installation, developed job descriptions, hiring profiles, organization chart, developed and delivered call center training, assisted with physical space design.

Leading Catalog Retailer
Conducted call center benchmarking and measurements assessment, provided operational recommendations, conducted senior management profiling study.

Leading Credit Card Provider
Assessed the technology development and support organization for 22 call centers worldwide, provided recommendations to management for aligning functional areas, selecting corporate standard platforms, developing test labs for new products.

Leading Mailing Systems Manufacturer
Designed and managed vendor selecting process to outsource call center services during national service rate increases establishing a long term vendor partnership.

Leading Pharmaceutical Firm
Managed the vendor selection process to select outsourcing partners for new prescription drug and several other prescription programs establishing long term vendor partnership.

Dot.com Firm
Assisted this successful dot com firm with ramp-up during peak seasons 1999-2000 and 2000-2001 from 3 agents to 98 agents, implemented new ACD system, IVR system with Web integration, voice network routing plans, desktop technology, call forecasting software, and scaleable contact center technology platforms.

Outsourcing Firm
Delivered supervisory coaching and development training for supervisors and management team, provided ongoing remote call monitoring services for independent and objective assessment of agent skills and development.

Start-up Wireless Company
Worked with this start-up firm from the concept stage to design and implement its Customer Care organization, including third-party outsourcing, development of two internal call centers with over 500 positions each, three outsourced centers, telecommunications network design, ACD, IVR, Intelligent Call Router, predictive dialers, workforce management, ongoing forecasting and scheduling model development, and workforce management training for the operations team.Served as technology engagement project manager, implementing an IVR with voice recognition and a data interface to the billing system and to a Cisco/GeoTel intelligent call router. The configuration saved the company $1.5 million each year in call routing charges (in addition to the savings of automating approximately 10% of live agent call volume).Provided customer satisfaction measurement services for 5 call centers, saving over $2.0 million per year in repeat call reduction through measurement and management.

Leading Outsourcer
Provided operations consulting to leadership team and board of directors for the successful financial restructuring and re-capitalization of the business.

Large Computer Equipment Manufacturer
Re-designed the company's call routing system for technical support on peripheral products using an IVR and outsourced technical support service providers.

Major Wireless Telecommunications Firm
Call center operations reviews for three of the company's largest centers, developed and delivered supervisory coaching and development training.