Nov '95-Oct '96
T-Mobile
Bonn, Germany
Oct '91-Oct '95
Imonics Corporation
Raleigh, NC
CONSULTING CTO-BILLING SYSTEM ARCHITECTURAL ENHANCEMENTS
T-Mobile wanted to implement a risk management server and enhancements to their customer care centers applications to be able to handle the expected rush of private subscribers to adopt new services in the coming years. They had identified major credit risk problems and were losing several hundred thousand Deutsche Marks per month on bad credit checks during the order provisioning process. In addition, the customer service center agents had various systems that had to be operational on their desktop in order to handle the main requests coming from subscribers.
As the vendor’s project manager, responsible for identifying the customer’s requirements and for implementing technical solutions. Coordinated activities between the development center in the United States and the implementation team located at the customer site. Served on the project steering committee and coordinated project schedules, change requests, built project teams and identified risk mitigation alternatives.
The implementation of the risk server had a return on investment of less than two months.
Built interfaces between the DPPS billing system and an application wrapper for the customer service agents so that it was necessary to only have one active application on their desktop.
Key Results:
PROGRAM MANAGER-BILLING SUPPORT SYSTEM IMPLEMENTATION
Led technology initiatives that were critical to providing the customer with the benefits of optimized business processes, work flow, imaging and an increase in the efficiency of the operational business teams. Realized maximum value and return on IT investments for AT&T Universal Credit Card Services, Motorola Iridium, Lexis-Nexis, T-Mobile, Bertelsmann Music Group and Commerce Clearing House. Directed business analysis teams, software development teams, software quality and implementation teams for projects with a revenue that exceeded $25 million in cross industries that included telecommunications, customer service, e-commerce, multi-media and health care services.
Project work for AT&T Universal Credit Card Services led to the customer being awarded the Malcolm Baldridge Award for quality service in 1993
Managed the company’s first international project as a joint venture with Bertelsmann AG of Germany to deliver customer service applications to T-Mobil. Project work lead to formation of a joint venture between Bertelsmann AG and Imonics. The first year of the joint venture reached net revenues of over € 3 million.
Exceeded expectations of return on investment in the delivery of imaging and automated workflow systems for Commerce Clearing House and Motorola Iridium
Key Results:
Improved the service response of each customer’s call centers and achieved improvements in service efficiency that exceeded previous levels by more than 30%.
