Contract Consultant
tags:
stanford university
• telephony
• we energies
• contact center
• project management and delivery
• call center operations
• vendor relations
• arup
• expedia.com
How would you describe your time at Driva Solutions?
2007 assignments
1. Expedia.com
Successfully managed the seamless relocation of the Call Center Operations team.
This team is responsible for all facets of real time operations (carrier based call allocations, performance monitoring, adherence, and intra-day reporting for Hotels.com and Expedia.com customer service and sales phone networks.
End of assignment wrap up also included recommendations for team and organization to consider as the team transitioned to a new director for their group.
2. Expedia.com
Fulfilling a sudden departure in the organization that supports new customer service initiatives and daily operations for Expedia.com and Hotels.com.
Coordinating resources and requirements with IT within Expedia and vendor organizations, primarily within the scope of telecom, call center applications, and reporting.
3. We energies
Part of team analyzing customer care organization at large public utility firm in Wisconsin. Ran value irritant workshop with company stakeholders and drafted an issue code structure for deployment in subsequent phases.
2008
Stanford University - Controller's office
Multi phase engagement accessing customer satisfaction with within disbursements organization. Process enhancement and design, focus groups, and contact analysis/ elimination initiatives.
ARUP Laboratories
Operational analysis and recommendations for changes in process and technology areas
2009
Cisco Systems
Process design for proposed organizational enhancements.
Stanford University Controller's office
Advanced project work on a new customer facing support center for buying/paying issues.... 
Contact routing manager (call center operations)
tags:
customer service
• cms
• amazon
• ivr
• project management and delivery
• call center operations
• seattle
• cisco
• europe
• outsourcing
• telephony
• call flow
• icm
• contact center
• call routing
• avaya
• genesys
• vendor relations
How would you describe your time at Amazon.com?
104 months, all spent in the Customer Service organization.
Starting as a CS rep for a fast growing internet bookstore with ~145 million in revenues.
Ending as the single point of contact for network call center operations and primary support engineer of the North American phone system (call routing engine and metrics database). This system supported multiple lines of business and carried 25,000+ calls daily with tremendous seasonal traffic growth every 4th quarter.
Worth noting that Amazon.com grew to ~10.7 billion in revenue during these 8.5 years, adding many lines of business and service offerings along the way.
It was a fantastic training ground with constant change and excitement, working alongside countless great minds with eyes towards doing things that had not been done before....
Phil has
