Mar '98-Sep '98
Eagle Communications
Philadelphia, PA
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:
Nov '96-Jul '97
Viag Interkom (O2)
Munich, Germany
Defined an integrated client-server application and systems architecture, defined the customer relationship management strategy, call center concepts, dealer strategy, defined guidelines for evaluating commercial software packages, processes for integrating commercial systems into the architecture and the software development processes.
Key Results:
CONSULTING CTO
Evaluated and identified the billing system provider and systems integration partner for consolidated billing operations and selected the Kenan Arbor BP platform for implementation.
Nov '95-Oct '96
T-Mobile
Bonn, Germany
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.
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:
