Experience

RevGen Partners

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Senior Manager

  • Dec 2021 - Present



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Account Lead

  • Aug 1998 - Jul 2021

  An Accenture Account Manager and Transformation Lead in Business Process Outsourcing and Consulting for multiple large global entities with focus on Telecommunications and Health and Public Services clients across the US and Internationally. • Managing large accounts and teams both domestically and internationally to drive exceptional results and client business outcomes. • Contact Center Operations and Transformation to reduce annual operating expenses while delivering innovative customer experiences. • Digital Transformation Program and Project Management of both front-office and back-office customer experiences through Process Optimization, Robotic Process Automation, Artificial Intelligence, and Technology deployments. Show less



State of New Mexico - Human Services Department

• Albuquerque, New Mexico, United States

• Sr. Delivery Lead

  • Oct 2020 - Jun 2021

  Overview: $11M Annual Revenue, $5M New Sales, 20% growth in Revenue year 1 Deployed, transitioned, and managed 200 contact center agents with an additional 40 management staff to support Tier 1 requests for benefits and support services with Salesforce and Amazon Connect as the CRM and telephony stack. Deployed and managed contact center operations across 4 state divisions. Team managed state and federal funded programs for eligible members including Medicaid, Income Support and Child Support divisions (SNAP and TANF) EBTs, heating and child care benefits. Partnered with the State Secretary, Deputy Secretary, and Division Directors to create a first class contact center operation. Created a Digital Support Channel with Robotic Process Automation and Artificial Intelligence for agent and end user support. Created a single point of entry for all division support via IVR experience with Natural Language Processing (NLP) for custom routing and virtual assist automated support for simple tasks (status check, address change, etc.). Deployed chat channel with virtual assist capabilities, immediate and scheduled callback features, email and voicemail channel support. Created an SMS/Text capability for proactive notifications to members. Dynamically changed the entire structure of the team and the process to support benefits eligibility throughout the COVID Pandemic. Enabled entire workforce to be 100% work from home while maintaining all required state and federal security protocols. Added workforce and support to manage 3x the volumes expected as a result of these exceptions. Improved operational Key Performance Indicators through the deployment and stabilization of the operations. Reduced call abandonments from 33% to less than 5% monthly. Improved Average Speed of Answer from 20min to 2min across all divisions. Customer Satisfaction was consistently at 4.7 on a scale of 5 and reduced Average Handle Time from 10 to 8 minutes in the first 6 months. Show less



US Telco (Fortune 500)

• Denver, Colorado, United States

• Account Lead [Command Center Operations and Vendor Management]

  • Aug 2018 - Oct 2020

  Provided Command Center Operations for Tier 1 DSL, Phone, and TV technical support agents. Program included Workforce Management, Forecasting/Scheduling, Intraday Operations and Call Routing, Reporting and Analytics, Agent Performance, and Quality Assurance. Staff was 65 agents across the US and Philippines. Team managed a vendor network of 300 backoffice agents, 200 digital channel agents, and 1,600 vendor agents across 5 global agent providers in the Philippines, Panama, India, and the US. Show less



US Telco (Global top 100)

• Denver, Colorado, United States

• Account Lead [Access Management Operations]

  • Jun 2012 - Jun 2018

  Managed multiple back-office functions with 215 agents across the US, India, Argentina, and Slovakia including Carrier Relations, Carrier Performance, Billing, Contract Management, Network Optimization PMO, and Auditing. Managed multiple back-office functions with 215 agents across the US, India, Argentina, and Slovakia including Carrier Relations, Carrier Performance, Billing, Contract Management, Network Optimization PMO, and Auditing.



Accenture Internal

• Denver, Colorado, United States

• Program Manager [Accenture Cloud Platform Commercial and Business Process Lead]

  • Jan 2010 - May 2012

  Responsible for creating the governance and processes to onboard new clients onto the Accenture Cloud platform, a storefront for clients to access and manage their cloud environments across multiple cloud providers (NTTA, AWS, Azure, etc.). Role also required tracking of all internal costs and associated cost recovery models for consumption-based usage. Responsible for creating the governance and processes to onboard new clients onto the Accenture Cloud platform, a storefront for clients to access and manage their cloud environments across multiple cloud providers (NTTA, AWS, Azure, etc.). Role also required tracking of all internal costs and associated cost recovery models for consumption-based usage.



US Telco (Global top 100)

• Dallas, Texas, United States

• Transformation Lead [DSL Tier 1 Technical Support]

  • Jan 2003 - Sep 2010

  Responsible defining and executing projects across 4,000 global agents supporting Tier 1 DSL technical support teams. The primary goal was to reduce costs calculated as a reduction in minutes per subscriber. This could be achieved through contact elimination, First Call Resolution, Average Handle Time reduction, alternative channels and offerings. Responsible defining and executing projects across 4,000 global agents supporting Tier 1 DSL technical support teams. The primary goal was to reduce costs calculated as a reduction in minutes per subscriber. This could be achieved through contact elimination, First Call Resolution, Average Handle Time reduction, alternative channels and offerings.