Resume of Arthur C. Peffer Jr.
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ARTHUR
C. PEFFER, Jr.
4913 NW 50th
Court, Coconut Creek, FL 33073 (954) 360-2854 Cell (954) 778-3013 art (AT) peffer.net
Information
Technologies Manager with 12 years experience in
Telecommunications and Call Center Operations. Disciplines include Staff Management
along with broad-based experience in
Operations, Contract Management, Cost reduction, Budgeting, Project Design and
Development, Strategic Planning, Avaya Telecommunications, ACD Management, Dial
Plan BSR routing, multi site skill based call routing, Cat 5 Cat 3 Cabling. Certified Avaya, Definity Server G3,
S8300, S8500, S8710, IP Telephony, Avaya BSR, Vectoring EAS, CMS, Conversant,
Audix and Communication Manager. Ability
to analyze problematic situations, multi-task in high stress environments
and apply policies and procedures and common sense. Hands-on experience “moves adds changes
MAC’s”, ACD operations and workforce software forecast staffing
levels using multiple call center programs, provide analytical support and
recommendations for staffing resources to meet client objectives such as
service levels, occupancy, cost per call, and quality, etc.
Provide coaching and development instruction by motivating and mentoring assigned representatives in attaining
individual performance goals through evaluations/feedback.
Act’s as a liaison between the leadership team associates and Vendors.
Address complaints through negotiation settlements of disputes. Proficient with
Microsoft Office Suite including Excel, PowerPoint and Outlook.
·
Through formal RFP process renegotiated BankUnited’s
data and voice contracts cutting costs by 45% - 60%.
·
Technology Contract Management producing 1 Million in
savings annually.
·
Funded a third-party vendor through BankUnited to design a
unique Telecom Bill Management system which provides income via all future
sales of the product (ROI was realized within 5 months).
·
Responsible for the infrastructure to support the
accelerated growth of 53 BankUnited locations during my tenure.
·
Through Gap Analysis spearheaded the efforts and actions
with technology-based projects having impacts on T-Mobile centers.
·
Led the efforts in the development of new policies that
determined appropriate levels of work and reorganized workflow priorities.
·
Created new enhanced SVC call-flow project that was accepted
nationally and fundamentally changed how ADP conducted business via network and
skill based routing. Won an award
for the call flow design.
·
Saved ADP in excess of $300,000 annually by creatively
suggesting and implementing an
·
Took the lead in helping Samsung's Avaya call center in
Ledgewood, NJ reducing its operational and third party outsourcing costs by 30%
through the automation of several CSR functions realizing ROI with in 6 months
an a net gain of $600,000 annually .
·
Winner of Samsung Electronics America President's Award in
1999 for the planning, coordination, and implementation of a "State of the
Art" call handling system that dramatically increased capacity and
substantially reduced cost.
·
Assumed a major leadership roll creating Samsung’s
e-commerce support, reducing call volume by 10% nationally.
·
Championed and built an IVR system which reduced
the number of calls for customers looking for local repair centers by 24.3%.
BankUnited, INC.,
AVP of Communication Services / Telecom Manager
Manages
the operations of 93 location’s, daily planning, engineering, design, 6 million
dollar enterprise voice and data budget, project management, SOX, GLB, internal
audit compliance, and resource allocation for the enterprise's
telecommunications voice / WAN data network objectives. Ensures customer
satisfaction. Responsible for strategic telecommunications / network planning
and works with senior leadership to coordinate telecommunication /network plans
with those of the business. Develops and implements standards, procedures, and
processes for the Communications Services Group. Plans and manages the support
of new technologies, performance, business continuity
“contingency”, growth and reliability. Defines and negotiates
service level agreements and contracts. Performs a coordination role with
enterprise management, vendors and customers.
Responsible for:
• Provide day to day direction and
administrative management to the resources responsible for voice / data and low
voltage cabling services and specialized project management functions.
• Manage voice, data circuit
inventory, low voltage cabling and physical associate moves in 5 States
comprising of 93 locations, including T-1 circuits, PRI, ISDN, DSL, copper
lines, Interactive Voice Response (IVR), Automated Call Distribution (ACD),
Call Accounting Systems, PBX and Voice Mail Systems.
• Interface and assist multiple
internal departments including cross-functional activities between groups in
the definition of information systems business requirements.
• Ensure
maintenance contracts on all telecommunications and data communications equipment
is up to date and cost effective.
• Negotiate
and manage vendor contracts and
• Troubleshoot
voice/data network problems, including response time issues, downed circuits,
misrouting of data/voice calls, etc.
• Work
with vendors to analyze traffic, fraud, abuse and recommend cost saving
measures.
• Develop long term strategic
plans and requirement to ensure that the Bank’s network technology needs
are met in a timely and cost effective manner.
Contract Employment
(Consulting) The i gen group, INC.,
National Operations Manager / Sales Engineer
Owner
of the cradle-to-grave process and work-flow of: Project Management, System
Installations, Cabling, (Break/Fix) Act as lead consultant on Projects and
Consulting Assignments brought in. (i.e. Billing Audits, Expense Reduction
Planning, Call Center Optimization etc. Responsible for the Installation,
maintenance and administration of all Avaya G3, Partner, Nortel M1, Norstar,
Panasonic, NEC, Toshiba, Cisco, and 3com Phone systems. Currently manage 60
Technicians throughout the
Responsible for:
·
Company Information Technology Development, Collaboration
Methodology, Hardware/Software Standards, Break/Fix;
·
Sales Engineering Support, Product and Service Costing,
Engineering Support, Solution Configuration, Research, Product Comparisons;
·
Developing processes to streamline work flow management with
500% growth in mind;
·
Speaking at Conferences, Deliver Avaya workshop training.
(consulting) T-MOBILE, INC.,
(formally VOICESTREAM), Ft.
Lauderdale, FL 2002
Critical
liaison working with senior leadership team between the call center and outside
support operations in order to optimize
Responsible for:
·
Identified gaps between customer and CCR needs and currently
available technology.
·
Coordinated technology improvements and training.
·
Served as the primary operations point-of-contact within the
center to resolve all difficulties.
·
Maintained constant communication with all
·
Coordinated resolution of
AUTOMATED DATA PROCESSING, INC. (ADP),
National Systems Analyst Lead / Telecommunications Project
Management
Performed
day-to-day call center management of 30 Avaya G3 call centers. Facilitated communications and meetings
in order to champion and/or move projects ahead, partnered
with Industrial Engineers and other Project
Managers in the maintenance and customization of call center applications and
support. Work with the Avaya / Lucent portfolio of hardware and software: G3 Definity PBX with Call vectoring, ACD and EAS skill based routing
“Agent ID”, CMS, CentreVU Supervisor and custom reporting. Intuity
Audix Voice Mail, IEX Forecasting,
CTI applications, provided port “Punch down 66, 110 Block” to
station support, iNOVA Reader
boards and call loggers “Monitoring”.
Responsible for:
·
Identified and sourced new technologies for ADP, creating
business cases and RFP's for call center hardware and software. Developed Power Point detailing cost
analysis justifications, overall system integration, and ROI.
·
Took the lead in implementing new efficient call flows based
on new business case for 30 centers nationally.
·
Championed the idea, and received buy-in, for an outbound
dialer system, allowing customer service reps to handle 50% more incoming
calls.
·
Specifically requested by executive management to lead a very
high profile initiative redesigning ADP’s customer web site. Assisted in the creation of HTML code
and helped to assure the project came in on-time and budget.
·
Worked with the Clarify Database team to identify flaws and
in-efficiencies, and completed a Performed Gap analysis.
·
Developed, coordinated, and implemented custom reports in
CMS / ACD for ADP call center executives.
SAMSUNG ELECTRONICS AMERICA, INC.,
Participated
in all aspects of day-to-day call center operations. Oversaw a 45 person staff with 2 Call
Center Supervisors and 1 Webmaster.
Managed budget, voice system’s, ACD and work force forecasting.
Administered the complete Avaya / Lucent portfolio of hardware and
software: G3 Definity PBX with Call vectoring, ACD and EAS skill based routing
“Agent ID”, Conversant IVR, Voice@work, CMS, CentreVU Supervisor
and custom reporting, Intuity Audix Voice Mail, CTI applications, provided port
to station support, Reader boards and call loggers “Monitoring”.
Responsible for:
·
Coordinated the evaluation, selection, purchase, and
implementation of alternatives for enhancements to Samsung's telecommunication
system. Purchased mission-critical
hardware and software. Negotiated
contracts with vendors and third party call centers.
·
Key member of a team that provided consultative input to
Samsung's business and IT management during all phases of a project’s
conception, development, and implementation.
·
Lead the local efforts in appending Samsung's help desk
application to the company's global CRM initiative.
·
Took the lead in integrating an AT&T feature called
“transfer connect” into the company's IVR system which reduced the
number of repetitive calls from customers looking for other Samsung sister
companies. The system reduced the
call volume by another 30%.
Prior to 1994 held positions
of increasing management and technical responsibility with JVC, Inc. as a
Technician and Special Projects Coordinator from 1991 to 1994, with Economy
Satellites as the General Manager from 1987 to 1990, and with American
Broadcasting Company (ABC) as a Video Technician from 1985 to 1987, and in
their System Maintenance Assembly Group from 1984 to 1985.
Diploma
– Electronic Technology / Microprocessor Technology -1984
Computer Processing Institute,
Certified
Coach and
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