Senior Project Manager for Virtual Call Center
Creation
Working for a banking institution, Mr. Heller was a senior project manager
guiding the implementation of a Genesys CTI system into a regional call
center and integrating several regional call centers into one large
virtual call center. This included integrating several different VRU
applications, Nortel switches, Genesys and Counselor CTI applications
that handle calls through area code based routing to become a single
virtual call center where calls are routed based on skills and representative
availability.
Senior Project Manager for Call Center Integration
Mr. Heller managed the Voice and Data areas of a project to integrate
a separate web banking division into the current call centers for
a banking institution. This includes both voice applications, such
as PBX/ACD, IVR, and CTI, as well as Web Based chat integrated into
the call center. Also a part of this project, involves implementing
the equipment and applications necessary to allow for a blind agent
to be able to handle calls into the call center.
Senior Project Manager for CTI Implementation
For a banking institution, Mr. Heller is evaluating the best way
to provide the mortgage department with advanced CTI capability to
increase representative efficiency and improve customer service. This
will include modifications to the current switch/PBX and modifications
or possible replacement of the IVR equipment. It will also involve
integration into the existing Genesys CTI application.
Project Manager for Interactive Voice Response
System Enhancements
As a project manager, Mr. Heller was responsible for modifications
to an Interactive Voice Response System at a large insurance company,
with the goal of increasing utilization of the system by approximately
7% to 9%. Directing eight analysts and developers, capabilities were
added to allow the system to handle some limited transactions, as
well as enhancing the current call flow to improve usability and effectiveness
for the caller. He was also responsible for developing a high-level
call center reporting matrix to provide information on the effectiveness
of the Interactive Voice Response system and to evaluate future enhancements
to the system that would help increase utilization and decrease calls
into the Call Center.
Senior Solutions Analyst for Interaction Management
System
As a solutions analyst for a large insurance company, Mr. Heller
was responsible for coaching project managers and team leads in the
analysis, development of business requirements, and interfacing with
developers for a new call interaction management system that was being
implemented using Clarify.
Senior Project Manager for large insurance
company
For a large insurance company, as a Senior Project Manager, Mr.
Heller was accountable to the Y2K Steering Committee, which consisted
of all executive management, several board members, and IT executives,
and reported to the VP of Application Management and Development.
Directing four other project managers and working with a diverse user
group, he was responsible for ensuring that all IT systems, telecommunication
systems, and software applications and utilities, with the exception
of the mainframe, were prepared for the Year 2000 date rollover. This
included evaluating each system, identifying the risk associated with
each, and when appropriate, developing project plans for testing,
modification, development, or replacement, re-testing, and implementation
of newly tested and approved system into production, using limited
timelines, budgets, and resources. He also supported the development
of a company wide test procedure and environment across all platforms,
including mainframe, HP3000, RS6000, Windows NT servers, Novell servers,
and user desktops.
Strategic Planning for interactive web based
training applications
For a start-up training company, Mr. Heller worked with the founders
and executive management, as well as the board of directors, to develop
the overall strategy for the development of an interactive web based
training application. Mr. Heller was responsible for working with
outside vendors and resources to design an innovative approach to
delivering training through the internet, using text based and voice
over IP communications. Mr. Heller also developed the project plan
to implement this program as a pilot project in an elementary school,
which included working with government and school official, as well
as investors and businesses, to obtain approval and funding.
Call Center Program Manager for large financial
company
For the fourth largest automobile finance company, with a capitalization
of over one billion dollars, Mr. Heller reported directly to the CIO,
and worked extensively with executive and senior level management,
as the Call Center Program Manager. He was responsible for full project
management to define, build, and implement call center applications
and redesign call center processes. Specific applications and processes
included an Interactive Voice Response System, Inbound and Outbound
Predictive Dialer, upgrades to the PBX and switches, and Computer
Telephony Integration. Mr. Heller also provided guidance in the development
of similar technology for a bank subsidiary.
Divisional MIS Director for fortune 1000 company
For a Fortune 1000 company, Mr. Heller reported to divisional and
regional managers as the MIS Director and Controller for two divisions
and the local region, including a processing plant. He worked with
outside consultants and vendors, he managed the development of an
NT Windows network that provided connectivity between an AS400, AppleTalk
Network, and the corporate mainframe. Mr. Heller was responsible for
the migration of the current accounting application to a Year 2000
compliant accounting and manufacturing system, as well as the upgrade
of an AS400. He managed a project to redesign the processes and systems
to handle customer relations, workflow, and invoicing.
Director of Telecommunications for large wireless
company
For the second largest paging company, Mr. Heller reported to the
Executive VP of Engineering as the Director of Telecommunication.
He was moved to this position from being the Director of Accounting
Information Systems and Billing, after a merger relocated that position
to a different location. He was responsible for a nationwide ATM implementation
that connected all offices, creating a virtual call center, as well
as implementing a Frame Relay network connection all transmitter sites
to the central operations engineering center. He directed a project
to improve efficiency throughout all call centers and the internal
help desk through integration of the customer relationship management
system with computer telephony applications. Mr. Heller was responsible
for the implementation of an imaging and workflow system for both
customer service and telecommunications automation.
Director of Billing/Accounting Information
Systems for large wireless company
As the Director of Accounting Information Systems and Billing for
this paging company, Mr. Heller reengineered the billing process to
handle the rapid growth from under $20 Million a year to over $200
Million a year. He managed multiple projects at once to integrate
acquired company's billing, accounting, and telecommunications information
systems into the corporate structure from many different platforms
and applications.
CIO for a large community mental health hospital
and agency
As the CIO for a large community mental health hospital and agency,
Mr. Heller reported directly to the Executive Director and Board of
Directors. Working with state agencies, the board of directors, and
outside vendors, Mr. Heller was responsible for project management
to convert the agency from a group of unrelated systems to a fully
integrated clinical records management, billing, and accounting system.
In addition, he managed a project to implement Computer Telephony
Integration into the front desk and call center operations. Mr. Heller
also served on several state boards to develop emergency access admissions
that greatly decreased client waiting time and improved efficiency
for agencies state wide, as well as the current managed care health
system used in the state of Florida.
