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Telephony
Operations Site Director
Automation Henderson, NV | October 2014 – March 2018
Development of a formal workforce management capability consisting
Data Centers of contact center capacity planning, technology innovation, resource
scheduling, and MIS supporting credit card and loan operations in the
Omni Channel US. Drove omni-channel customer experience technology roadmap for
all service channels.
Entrepreneurship Drive strategy and execution of a large scale, complex omni-
channel routing across multiple sites, lines of business and
countries (includes Mobile, Chat, Web, Social, SMS channels)
Transform all aspects of Operations, business processes and
Technical Innovation technology.
Telephony Optimization Work with all levels of leadership to ensure complex service
Performance Management levels are met or exceeded for partnerships in the US.
Cloud Migrations
Impact Evaluations HSBC
EXPERTISE
Design
Provided leadership for strategic planning and overall coordination for
Santa Clara, CA | 1990
all aspects of information technology for the Credit Union and its
subsidiaries.
College of Southern Directed and administered all operations of the Credit Union’s
Nevada technology initiatives, staffing requirements, technology
Business Administration budgets and expense control.
General Courses towards Accountable for all member touch points and electronic
degree (degree in progress) delivery channels; including Branch, ATM, Web/Mobile
Banking, Letter and Contact Centers.
Built a formal business continuity program that supports
80 branch locations, ATM’s, data-centers, and
website/mobile infrastructure & contact centers.
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the largest business Delivered front end operations software tools for mortgage and
development authority in the credit card global operations centers.
state. Active in state and
federal agencies. Servador (Formerly Webprint.com)
Donate many hours a year to Director of Professional Services
local food banks, youth San Mateo, CA | May 2001 – March 2004
activities, and healthcare Lead a team of professional service engineers to integrate the
support organizations. Servador print procurement ERP system with F1k procurement
systems.
Impresse Corporation
Director of Professional Services
Sunnyvale, CA | Oct 1998 – May 2001
Accountable for release management and quality process of an
enterprise business to business web-based delivery system.
English (native)
LANGUAGES
Product manager and technical support manager for all Taxan USA
monitors sold in the United States. New product development,
References Available Upon technical marketing development, and trade show management.
Request
CAREER SYNOPSIS