IT Consultant 4

Cellway is a large service provider in the GSM market of Germany, and resells the services of T-Mobile and Mannesmann (Vodafone). Cellway had been using the DICE system for billing operations. Because of year 2000 issues, Cellway had to decide whether if was a good business decision to upgrade to the next version of DICE that was year 2000 capable, or to migrate to the eMCBS billing system. A decision was made to deploy eMCBS which had a more modern architecture and greater functional capabilities.

Responsible for managing the project activities that included the initial discovery, gap analysis, definition of requirements, managing interdependencies, software quality assurance and system implementation. Also responsible for defining and offering workshops to deploy new and more efficient business processes based on the new systems capabilities. Worked closely with the billing operations center to train personnel, implement efficient billing administration processes and manage the deployment of the system. Also worked closely with the Cellway customer care to train and deploy a new customer care system with new processes and technology.

The customer service department of Cellway was awarded first place for the German quality assurance award of 2001.

Successfully met the year 2000 implementation and go live date of January 2000 with the system, and had no year 2000 related problems.

Managed two adjunct development centers in Germany and the United States to deliver functionality and enhancements specific to Cellway.

Allowed the customer’s IT organization to save $4 million yearly, saving an additional $3 million per year and provided an IT platform that was flexible enough to support cross bundled services

MobilCom is a GSM service provider with more than 5 million subscribers. MobilCom needed to upgrade their internal billing system to include capabilities for network operator based services, dealer management, inventory management, billing enhancements for 3G, on-line bill presentment, customer care and CRM enhancements, IVR integration and web enabled customer care features.

Responsible for managing the Libertis billing enhancements project that included defining business unit requirements, managing change, managing customer relationships, coordinator with third party relationships (systems integrators and vendors), enhancing billing processes, managing business unit training, system implementation and roll-out.

Established and leveraged off-shore resources to perform technical implementation of the Java based billing system.

Implemented web based applications for customer care and on-line bill presentment which enhanced the abilities of the customer service department to more proactively service their customers.

Enabled a sales channel for customer service representatives to actively up-sell and cross-sell services

Enhanced the functionality and performance of the billing platform to ease the effort of the billing operations center, process rating and billing in one-third of the time and to improve the provisioning of customers more rapidly.

Project resulted in the MobilCom customer service being awarded second place for the Germany quality service award in 2001.

Eagle Communications was a startup provider of pre-paid card long distance services in the United States. The objective of Eagle Communications was to provide these services with Eagle Communications branding based on their relationship with the National Football League, but without the overhead of a large IT organization. Developed and distributed the request for proposal to mediation, billing and systems integrators for IT services and evaluated and scored each proposal

Responsible for the selection of out-source organizations to provide collection and mediation of call records, and with another organization to provide the billing services. Initially established the business and technical processes between the three organizations to meet the go-live dates, and enhanced the processes based on operational and performance reasons. Also defined and implemented the technology for the Eagle Communications call center that interfaced with out-source partners systems that enabled the service reps to immediately view the customers call record immediately after it had been recognized in the network.

Able to provide branded long distance services and customer care operations based on Eagle Communications business goals.

Established and enhanced business processes between three organizations to ensure that end-to-end customer operations were successfully handled.

Implemented customer care technology within the Eagle Communications customer care center and real-time interfaces to out-source providers for mediation and billing information.