Experience

NRM Communications

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Principal Owner

  • Sep 2011 - Present

  Chandler, Arizona, United States As a Founder and Chief Solutions Architect at NRM Communications, a leading IT and Communication solutions provider, I am dedicated to helping my valued clients build more effective business processes and stronger communications within their organization by utilizing our superior voice strategies and best-in-class technologies. Here, I focus my efforts on leading a high-performing team of industry experts as we plan for the architecture and deployment of complex Skype for Business and Microsoft… Show more As a Founder and Chief Solutions Architect at NRM Communications, a leading IT and Communication solutions provider, I am dedicated to helping my valued clients build more effective business processes and stronger communications within their organization by utilizing our superior voice strategies and best-in-class technologies. Here, I focus my efforts on leading a high-performing team of industry experts as we plan for the architecture and deployment of complex Skype for Business and Microsoft Teams migrations for medium to large global enterprise clients. Show less



Scoreboard Group Consulting

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Co-Founder, CTO

  • Feb 2020 - Dec 2022

  Chandler, Arizona, United States As co-founder and CTO at Scoreboard Group Consulting, a leading enterprise customer experience and communications technology solutions provider, I am dedicated to helping my valued clients build more effective business processes and stronger communications within their organization by utilizing our superior voice strategies and best-in-class technologies. Here, I focus my efforts on leading a high-performing team of industry experts as we plan for the architecture and deployment of highly… Show more As co-founder and CTO at Scoreboard Group Consulting, a leading enterprise customer experience and communications technology solutions provider, I am dedicated to helping my valued clients build more effective business processes and stronger communications within their organization by utilizing our superior voice strategies and best-in-class technologies. Here, I focus my efforts on leading a high-performing team of industry experts as we plan for the architecture and deployment of highly complex unified communications and contact center solutions for medium to enterprise sized clients, and franchise IT strategy and procurement. Additional technology solutioning around natural language processing (NLP), Speech to Text, machine learning and AI in the areas of IVR, agent coaching and early learning applications. Show less



Involta

• Russian Federation
• Technology, Information and Internet
• 1 - 100 Employee

• Enterprise Telephony Team Lead

  • 2007 - 2011

  Cedar Rapids, Iowa Area Previously held the role of Enterprise Telephony Team Lead at Involta, an award-winning national IT service provider where I oversaw and assisted with all moves, adds, changes, and projects within 8 local and remote Avaya PBXs, as well as participated in the enterprise-wide voice infrastructure strategy planning phases. Additional Responsibilities: • Technical and Project Lead for Microsoft OCS pilot and later production deployment across the enterprise over 3 sites with 3… Show more Previously held the role of Enterprise Telephony Team Lead at Involta, an award-winning national IT service provider where I oversaw and assisted with all moves, adds, changes, and projects within 8 local and remote Avaya PBXs, as well as participated in the enterprise-wide voice infrastructure strategy planning phases. Additional Responsibilities: • Technical and Project Lead for Microsoft OCS pilot and later production deployment across the enterprise over 3 sites with 3 different PBXs for Enterprise Voice. • Developed and executed project plans to integrate remote standalone locations into the headquarters Avaya voice environment using SIP / VoIP, including carrier based SIP trunks terminating to Session Border Controllers (SBC) and media gateways. • Participated in enterprise-wide voice infrastructure strategy planning process to bring all remote locations on to a unified system with a unified dial plan, including disaster recovery planning with workforce optimization initiatives. • Programmed call center routing for new and existing customers, including vector redesign to improve caller experience/routing efficiency. • Interfaced with partner carriers Verizon and Qwest for toll-free changes, fail-over routing, cloud based IVR menus, and QoS over the MPLS networks. Show less



J&P Cycles, Inc.

• Senior Contact Center Manager

  • Jun 2003 - Jan 2006

  Acted as the Senior Contact Center Manager at J&P Cycles, the world's largest multichannel retailer of motorcycle parts and accessories. Here, I leveraged my people-management skills to lead, develop, and monitor a diverse group of employees including an Assistant Call Center Manager, 7 Supervisors, 5 Team Leads, and over 80 Customer Service Representatives across two locations. Additional Responsibilities: • Maintained all aspects of Avaya VoIP S8700 switch including vectors and… Show more Acted as the Senior Contact Center Manager at J&P Cycles, the world's largest multichannel retailer of motorcycle parts and accessories. Here, I leveraged my people-management skills to lead, develop, and monitor a diverse group of employees including an Assistant Call Center Manager, 7 Supervisors, 5 Team Leads, and over 80 Customer Service Representatives across two locations. Additional Responsibilities: • Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff. • Evaluated call volume trends using Avaya CMS and Symon Community to adjust staffing on a real-time and historical basis. • Assisted in strategic planning budgetary planning with the other senior management staff as well as the President and Vice President. • Daily interaction with President and Vice President regarding call center performance. • Implemented and maintained a literature request IVR that increased our ability to handle revenue-generating calls with the same amount of agents which allowed for 100% of our catalog requesters to have their call answered immediately. These efforts resulted in a cost savings of $215,000 in the first year. Show less



APAC Customer Services

• Telecommunications

• Operations Manager

  • 1997 - 2003

  Early on in my career, I served as an Operations Manager at APAC Customer Services where I was responsible for developing, motivating, and monitoring an Assistant Operations Manager (AOM), 9 Team Leaders, and over 200 Customer Service Representatives across multiple locations. Additional Responsibilities: • Daily interactions with the onsite client to guarantee open lines of communication and a team-oriented environment. • Communicated and managed in-house client representative… Show more Early on in my career, I served as an Operations Manager at APAC Customer Services where I was responsible for developing, motivating, and monitoring an Assistant Operations Manager (AOM), 9 Team Leaders, and over 200 Customer Service Representatives across multiple locations. Additional Responsibilities: • Daily interactions with the onsite client to guarantee open lines of communication and a team-oriented environment. • Communicated and managed in-house client representative needs in the areas of information technology, reporting, and telephony. • Obtained and analyzed all pertinent program statistics of the previous day/week/month for the program to evaluate center productivity and proficiency. • Worked in conjunction with Workforce Department to ensure proper staffing for call volume using systems such as TCS and CMS. • Lowered handle time by 18% through performance management, which reduced our Full Time Equivalent needs by 25 CSRs. • Created automated files using Microsoft Excel and Access, which has reduced analysis time by five hours per week per Team Lead, and has increased performance indicator visibility. Show less