Roles

• PMO
• CRM Deployment
• QA Testing
• Business Analyst

Accomplishments

• Provided requirements gathering, design, impact analyses, Call Center KPI impact analyses, training support, production support and deployment support at the nation’s largest wireless carrier.
• Coupled with PSR, provided deployment planning for the rollout of Clarify Fault Diagnosis module to 32 call centers and over 10,000 CSRs.
• Responsibilities included, but were not limited to, deployment planning, business readiness planning, process improvement, training planning, requirements gathering and high-level design for new functionality.
• Provided leadership and interacted directly with the client and provided development, configuration issues mitigation through the use of issues management application Clear Quest.
• Acted as liaison to Call Center management providing floor support, issues capture, performance monitoring and war room support for deployment.

Impacted Areas

• Customer Ops
• IT
• Architecture
• Billing Ops
• Network

Sponsors

• EVP Cust. Ops
• ED Billing Ops
• ED IT Planning
• ED CRM Implementations
• Call Center Directors

Result
Project is currently on-going.