225 Peachtree Street, NE Suite 1985, Atlanta, GA. 30303 | P: 404.522.5592 www.psrassociates.com
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PSR Associates specializes in providing contract only, contract-to-hire and direct-hire staffing solutions.
Our people are highly skilled and have a proven track record of success at meeting our clients’ unique requirements.

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  › AT&T Wireless
  › AMDOCS
  › Al Hurra
  › CNN
  › Turner Sports
  › iLumen
  › Cape Coral
 

 


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.