RECENT PROJECTS
Flowerspot.com. Atlanta, GA								10/2009-11/2009
Call Center Consultant
Develop and design the customer satisfaction plan to support the launch of the
new B2C e-commerce division of a nationwide wholesaler. Knowledge concerning the
potential issues inherent in the FedEx shipment of perishable products .. 
- Familiarization with the types of issues to be encountered and the steps to
resolution. 
- A review of current competitor issues, approaches, and resolutions. 
- Recommendation for the lowest cost, yet customer friendly plan to provide 24/7
contact and resolution through phone, email, and chat. 
- Evaluation and recommendation of third party vendors to provide some or all of
the services required.
- Detail of the training and documentation necessary to provide superior
customer service, implement resolution, and capture/codify relevant issues to
minimize recurrence.

PYRAMID TECHNOLOGIES, Meridan, CT								10/2008-04/2009
Implementation Specialist/Trainer/Sales
Analyze client functional requirements, analyze, specify and design application
enhancements to fit client’s business needs. Recommend business process
improvements. Application configuration and implementation of time and attendance
software, develop and configure application bridges. Implement Mitime, Microsoft
Client Server,  .NET Web based products, SQL Server and SQL Server Express.
Assist clients in application testing and rollout. Train client users in
application use and/or configuration. 

 SHOCKWAVE INNOVATIONS, Celebration, FL							06/2008-07/2008
Application Implementation, Integration, & Training – Project Management
Project managing a complex partnership feasibility and business integration of a
start-up commercial construction, IT and engineering/consulting services company.
 Tender and report production, client liaison, budget control, setting and
ensuring project milestones and targets met, developing team work packages,
action planning, workshop organisation, one-to-one partner meetings, development
of running issues list, acting as first point of contact, handling wide ranging
queries and project administration. Review current business processes to
determine best practices to determine required application to fulfill business
needs to include but not limited to Project Management, Commercial Construction,
IT Services and business administration. Develop integration with current
applications and systems and implement application across the business.
Application will be customized to fit company needs/requirements. Develop and
facilitate application training and business administration policy and
procedures. Create business administration roles and perform full cycle
recruiting function to fulfill that role.


FLAGSTAR BANK CORPORATE, Troy, MI								04/2007-05/2008
Workforce Management Application Upgrade, Implementation, & Training- Project
Management
Progressing projects including leading the Verint Impact 360 software upgrade
and implementation. ROI analysis: cost savings and SL improvement.  Initiate
project for upgrade of application in conjunction with SDK integration for real
time adherence data and multi-media. Identify areas of concern and present
scheduling options that improve service levels and increase agent productivity
and efficiency. Develop train-the-trainer for training team to present to agent
base and executive management. 
 
HENRY FORD HEALTH SYSTEM, Detroit, MI								11/2005-02/2007
Application Implementation, Integration & Training- Project Management,
Application Consulting & Personnel Management
Planning and managing a business analysis of the Facility Services Department to
develop functionality matrix for selection of CMMS MRO application. Consulting
with the project steering group. Managing, monitoring and evaluation of Service
Response Center. Developed new IT infrastructure for integration of mainframe and
enterprise servers. System administration of department servers. Evaluated
potential for consolidation of independent service center operations at multiple
facilities: business process re-engineering, software integration, review
staffing levels, redesign of physical environment.  Managed facility services
response center for fifteen coordinators and three team leads.