Technology-enabled operations
Combining operations leadership with hands-on technical depth to make platforms, routing, reporting and tools serve the operating requirement.
Define the operating requirement before choosing the tool
Technology should enable the operating model. My technical experience lets me work from the business requirement into routing, platforms, reporting and workflow rather than accepting system limitations as the operating design.
Technology changed agent behavior and operational control
A softphone platform replaced Avaya hard phones for approximately 450 agents. The work included pilot testing, training and deployment; tighter agent-state controls contributed to roughly a 30-second AHT improvement and approximately $300K in savings.
Technical depth informs operational judgment
Work included Avaya ACD, alarm receivers, telecom servers, routing strategies and major production cutovers in 24/7 environments. That period built a practical understanding of how infrastructure choices affect frontline work and customer outcomes.
Routing Strategy
Translate staffing models and operating priorities into call-routing behavior.
Production Change
Modernize critical systems while protecting continuity and customer service.
Use what exists before assuming replacement
At Patriot Mobile, the WFM platform had meaningful gaps. The initial approach was to determine what could be achieved with the existing software and where custom reporting or supporting tools were required to bridge missing capability.