Experience

VIBRANALYSIS INC.

• United States
• Civil Engineering
• 1 - 100 Employee

• Vice President of Operations

  • Jul 2016 - Present

  Bronx, New York Provide coaching and leadership support to the 50+ person organizations that comprise Vibranalyisis and VTI Operations. - Process Assessment and Improvement (Lean, Six Sigma) - Accountabilities Matrices (RACI, RAPID) - Performance Management - Key Performance Metrics Development - Vendor Management, Internal and Client Contract Development - Policy Development to meet OSHA, NYDOL, Federal and local entities requirement



William Lane LLC

• United States

• Lead Business Consultant

  • Apr 2016 - Present

  Hartford, Connecticut Area Provide business solutions for qualitative/quantitative automated surveys to improve and/or optimize internal and external business proceses aligned with strategic growth and business initiatives, Internal Performance and External Relationship Automated Survey Development.



The Hartford

• United States
• Financial Services
• 700 & Above Employee

• Director, Enterprise Service Management

  • Sep 2014 - Feb 2016

  Hartford, Connecticut Program leadership for enterprise level, end user productivity improvements to be achieved by enhancing the operational capability to identify, prioritize and align enterprise IT efforts and resources on the highest impact opportunities. In 2015 the enterprise wide program tracked and led the reduction (50%) in critical incident tickets, an improvement in service restoration times (37%), additional business metrics improved and positioned the enterprise for future improvements in people… Show more Program leadership for enterprise level, end user productivity improvements to be achieved by enhancing the operational capability to identify, prioritize and align enterprise IT efforts and resources on the highest impact opportunities. In 2015 the enterprise wide program tracked and led the reduction (50%) in critical incident tickets, an improvement in service restoration times (37%), additional business metrics improved and positioned the enterprise for future improvements in people, process and technology.

• Director, Enterprise Solutions

  • Apr 2012 - Aug 2014

  Key leader in a multiple year transition of self managed contact center systems and applications to software as a service for multiple national and international enterprise business contact centers (6,500+ users) and a simultaneous VOIP implementation for all users 20,000+. Primarily accountable for establishing service management functions, quality assurance program, governance and creating audit controls related to the new services inclusive of contracted processes and service level… Show more Key leader in a multiple year transition of self managed contact center systems and applications to software as a service for multiple national and international enterprise business contact centers (6,500+ users) and a simultaneous VOIP implementation for all users 20,000+. Primarily accountable for establishing service management functions, quality assurance program, governance and creating audit controls related to the new services inclusive of contracted processes and service level agreements. Leader of a high performing, award winning program and operational team that managed this program to successful conclusion.

• Director, Contact Center Technology Solutions

  • 1997 - Apr 2012

  "The Hartford's AARP call centers are leaders in their use of technology to improve the customer experience for their callers," said Ted Hopton, ICMI's membership director, "but it's not just technology that sets them apart. Top-to-bottom, The Hartford's call center operations are most impressive."

• Project Manager

  • Feb 1986 - Aug 1997

  Mananged the Installation of the Voice Technology Platforms across the P&C Business Contact Centers