|
|
May '99-Jan '00
Cellway Communications
Munich, Germany
PROGRAM MANAGER-BILLING SUPPORT SYSTEM IMPLEMENTATION
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.
Key Results:
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
Mar '98-Sep '98
Eagle Communications
Philadelphia, PA
CONSULTING CIO
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.
Key Results:
