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Experience Profile

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Large provider of consulting services focused on improving the customer experience.
​Project​Results
​Wireless Consolidation​Assessed two different wireless carriers' organizationst to identify existing technology, processes and organizational structure. Developed a set of recommendations to assist in merging the two organizations into one. Recommendations included systems, roles and responsibilities and business processes.
Outsourced Services Provider Selection

​Developed Request for Proposal (RFP) to initiated a services provider selection process and participated in the analysis and selection of provider.

  • Analyzed each RFP response and assisted client in narrowing down selection.
  • Responded to participant emails as necessary
  • Conducted site visits with final list of providers.
  • Notified providers of selection/rejection.

 

Business Process Redesign​Assessed people, process and technology for organizations across a wide range of industries. Analysis included recommendations to streamline business operations to achieve savings in operational costs.
Customer Care Call Center Assessment Observed and documented call center call handling processes for the purpose of making recommendations for improvement. Identified organizational bottlenecks, recommended modifications to streamline processes and developed a roadmap to implement recommendations.