Oct '91-Aug '92
AT&T Universal Card Services
Jacksonville, FL
Reengineered the customer service processes and systems to include automated workflow, scanning, consolidated customer service desktop and integration with telephony system. The customer service operations became one of the first paperless service centers in the U.S. with the automated workflow system that delivered scanned images to the agents desktop for data entry.
Project work was directly related to AT&T Universal Card Services winning the Malcolm Baldrige Quality Award.
Key Results:
Implemented heads up data entry module using imaging and double data entry to reduce errors to acceptable Six Sigma levels.
