Provided business, technical and coaching support to a 15 time JD Power Award winning Customer Services executive team to implement a multi-million dollar "cut-over" from CIS to CRMS. This included working with the Senior business and technology executives to “ready the business”.
This involved:
- Working with their teams to create a strategic implementation plan.
- Development of "dashboards" to determine the baseline measurements and gauge the health of the business.
- Development of business process and governance to manage changes.
- Development of business resumption and disaster recovery.
- Just-in-time training for 1400 employees based on level of support.
- Process development for off-line billing and paper-order process.
- Development of a comprehensive communication plan - internal/external.
- Vendor plan to insure consistency of security, support and maintenance.
- After installation, defect identification, prioritization, and management.
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Developed and rolled out a Customer Service focused strategic program execution plan for national level support that is being implemented throughout 52 locations. The project included training, communication, security, and program/client retention. White Papers submitted for Harvard Business Reviews outlining real customer examples.
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Integration of 3 cyber security plans into one plan ensuring NSA compliance for Data Classification. This engagement also included management, technical and operational reviews of policies and procedures to meet NSA compliance levels.
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Facilitated the development and roll-out of hospital strategic planning services to ensure quality service, patient throughput and efficiencies to meet new insurance and industry standards.
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Instituted an executive steering committee and project identification process to insure linkage between technology initiatives and business objectives. Focus was to educate management on the business value, risk awareness and mitigation of technology issues and communication.
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On-going support for executive-level consulting activities included business and process stability to support technical issues, resource management, and new application development.
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Reorganized vendor and contract labor programs for efficiencies and budget control. This project focused on the development and delivery of intellectual process and retaining of core-business knowledge.
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On-going support for executive-level consulting activities included business and process stability to support technical issues, resource management, and new application development.
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Development of an internal coaching and mentoring program for large human resource departments.
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Focused the organization on providing value-added services by providing training in the areas of consulting skills, political survival skills, communication and thinking styles, and relationship management.
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Provided "customer-driven" training to a large IT department on internal consulting skills and strategic development of technology initiatives to support the 5-year business plan and annual corporate goals.
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Worked with the CIO to restructure the 360 person IT cost center into a customer driven service organization and introduced repeatable processes, which reduced operating costs by 20% and improved service/quality of delivery.