Clearly defined objectives, timelines and measurements ensure profitable solutions.
- Global Photo Finishing - Consolidated 55 customer call centers into 4 strategic Contact Centers with millions in cost reduction with dramatic improvement in customer satisfaction.
- National Revenue Service - Improved call flow with consolidation thereby reducing operating cost.
- IT Help Desks - Multiple multi-national helpdesks restructured resulting in significantly reduced costs and improved client satisfaction. Changed the paradigm from customer to client services.
- Major Public Utility - Resolved disaster recovery issues.
- Municipal Governments - Developed strategic contact center strategies. Assisted with implementation planning.
- Pharmaceuticals - Linked the Customer Contact Center to every business transaction through planning and strategic development.
- State Insurance Rating Bureau - Assessed business environment and recommended changes that resulted in greater than 30 percent improvement in performance.
- National Technology Advisory - Reduced staff and recommended other changes which accelerated performance.
- Regional Food Producer - Focused on loss mitigation; improved financial results.
- National Media Company - Defined IT business environment and adjusted processes resulting in 200 % increase in projects completed on time and within budget.
- Regional Telecommunications Company - Modified help desk and dispatch procedures for better employee / client interaction.
- National Media Company - Evaluated employee performance; applied coaching techniques successfully.
- National Manufacturer - Coached employees to higher level of individual achievements.
- Multi-National Media Company - Assessed business environment & developed strategic client centric technology plans supporting timely implementation of technologies with ROI plans.
- International Time Recording Company - Developed web based trouble reporting / ticketing system.
- Multi-National Companies - Improved call flow design and call process management and reporting systems. Designed & documented Interactive Voice Response systems configuration and scripting in client support environments.
- Department of Defense - Developed inventory management system with graphic interface for cable management. Cable location, circuit ID, photo of physical location and serving utility info made visible with single click of the mouse.
- Multi-national Companies - Designed and implemented Voice and Data Networks resulting in doubling usable bandwidth and cost reduction of 50 + percent. The cost reductions resulted from vendor negotiations via the RFP process. Millions of dollars in cost savings continue to be realized by clients.