Nicholas Williams


Call Center and Telecom Cost Reduction

Nicholas is a detail oriented, multi tasking, professional with strong project management skills. His Big Five consulting experience provides him with the opportunity to share his extensive industry knowledge with every client engagement. Nicholas also has a proven methodology to make sure clients business requirements are in-sync with a proposed solution. His project management skills will ensure timely completion of any project activity.

Professional Experience

• Over fourteen years experience in telecommunication related positions.
• Financial, Insurance, Manufacturing, Retail, Health Care, and Telecom industry experience.
• Adept in contact center technology and customer relationship management.
• Extensive skills in PBX, ACD, CMS, IVR and Genesys Computer Telephony Integration.
• Call Center Assessment for Fortune 500 Financial Services Company in Seoul, Korea taking 10 million calls a month. Assessment reduced infrastructure cost by $2.3 Million for new call center.
• Developed and managed change process for a Fortune 500 Insurance Company migration to Avaya PBX, voice-mail, and call management systems. Project included 200 locations and an $8 Million budget which was completed on time and under budget.
• Provided technical support for Fortune 500 Bank to over 40 branch offices and 1600 agent credit card services call center.
• Managed Big Five Consulting Firm Technical Team and infrastructure for Global Customer Relationship Management demonstration center with a primary focus on educating clients on the principles of CRM and the firm’s capabilities delivering CRM solutions.

Areas of Expertise

• Call Center
• Project Management
• Voice/Data Cost Reduction
• Technology ROI

Education

• Certified Genesys Engineer
• Cisco Intelligent Contact Manager Engineer
• Telephone and Data Circuitry Equipment Specialist