Location Reston, Virginia, United States Regions Washington DC Metro Area, East Coast, Southern US Gender Male
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Results driven professional with six-sigma black belt and 20+ years of consistent record in developing innovative solutions and leading complex projects with multi-million dollar ROI. Extensive experience in assessing business and IT needs, developing strategic solutions to drive revenue, operational efficiency and customer satisfaction using
continuous improvement/six sigma approaches. Skilled communicator, and program director; able to direct multiple tasks effectively and establish key relationships with customers and partners in both pre & post sales to accomplish desired goals.
Ph.D. in Information Technology, with a focus on business-oriented performance improvement. Published author and presenter on customer & business analytics, workload characterization, benchmarking, and performance improvement of contact center, self-service and e-commerce solutions.
Specialties: • Structured & Unstructured Data Analytics (Speech & Text)
• Business Intelligence & Customer Intelligence
• Cost Reduction & Performance Enhancement
• Technology Needs Assessments & Strategic Solutions
• Customer & Partner Relationship Management
• IVR, ASR and Contact Center Expertise
• Six Sigma & SDLC Methodologies
• Team Training, Mentoring & Leadership
