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Timothy
Ashley
2015 Moorings Parkway
Auburn, SA 75201
Home: 502-239-2021
Mobile: 351-771-3651
QUALIFICATIONS SUMMARY
Senior
Leadership professional with Call Center and Customer Service Operations
Management, Communications, Client Relationship Management, Program Management,
Development, and Administration leadership skills. Various industry experiences include retail, communications,
transportation, sports and entertainment, healthcare, credit and government. Additional
project management and organizational responsibilities include planning large
scale events and programs for corporate and charitable organizations.
Specific areas of expertise include:
-
BPO Operations and Support Management
-
Contact Center Staffing Allocation and
Monitoring; Development and Management
-
Client Services Management / Relationship
Management
-
Program and Project Management utilizing
various methodology practices
-
Negotiation, Arbitration and Resolution
Standards Development
-
Business Continuity and Risk Management
-
Emergency Response Development and
Crisis Management
-
Change and Problem Management
-
SDLC Application Development Planning,
Release Management
-
HR Recruitment and Training, Mentoring,
Career Development
Strong
organization, client services, team-building and communication skills with a
focus on delivering overall vision, results and value while building solid
relationships with clients and project team members.
Quickly
adapts to new industries, environments and challenges by combining solid
strategic decision-making skills with practical solutions and tactical
execution.
CAREER EXPERIENCE
Rexcellence
Consulting Atlanta, GA (November
2010 – Present)
Senior
Project Manager
·
Managed high profile projects for
implementation of industry specific programs relating to hospitality, customer
service operations, retail operations management and web site implementation.
HSN, Inc.: Ballard Designs, Inc. Atlanta, GA
(May
2010 – November 2010)
Senior
Project Manager
·
Lead project to convert website content
for implementation to new retail site. Coordinated team to manage conversion of
pricing, description, ordering, inventory and shipping data for import to new
system. Developed processes and procedures to track development progress,
testing, auditing and implementation milestones. Managed test team for QA and
UAT.
MATRIX Resources, Inc. Atlanta, GA ( July 2007 – May 2010 )
Senior Engagement
Manager
·
Responsible for all aspects
of client management and program management initiatives for IT shared services,
call center, web based applications and infrastructure projects. Dedicated
efforts focused on effort and budget scope control to accommodate Client needs
and budget management.
·
Directed off-shore vendor communication
and interface, process development, technology implementation, vendor SLA
compliance, additional business support and administration issues resolution.
These competencies related to the management of multiple Finance applications development
and Client Center support location in Mysore, India for NAPA. Client support
focused on environment, cultural and interpersonal skills with international staffing
to provide support services. Development and delivery managed to allow for
additional financial apps interface.
·
Managed full SDLC and
implementation of web-based application for the State of Alabama Forestry
Division.
·
Directed and implemented
sales inventory reporting system on the Client website for major retail fine papers
division of Neenah Papers, Inc. Provided change management for a fluid
application to incorporate requirements of an ever-expanding user base.
·
Managed Operations Contact
Support team responsible for IT support, assembly line operations and communications
systems for Honda of Alabama. This is a MATRIX team staffed for Honda to
provide 24/5 functionality and operations support during manufacturing hours
but managed by MATRIX management. Other projects included JAVA development
initiatives.
·
Directed and managed
implementation of an internal MATRIX commissions system for internal processing
of recruiting and sales professionals. Responsibilities included development of
requirements and managing customization of a 3rd party vendor
product.
BearingPoint, Inc.; Atlanta, GA. (
October 2004 – July 2007 )
Senior IT Consultant,
Client Support Solutions
·
Senior Program Manager for
various industry implementations, program developments and process re-organizations
relating to Call Center
·
Managed project for Microsoft in Issaquah , WA
·
Managed full cycle implementation of off-shore
customer support migration project to 9 international sites for BellSouth in India,
the Philippines and Latin America.
·
Project manager for inventory
reconciliation project of cable TV equipment, vendor management and customer
service processes for Cablevision in Long Island, NY. Processes included
equipment ‘return and change-out’ procedures and customer relocation tracking
validations.
·
Developed project plan for Georgia
Power to replace commercial equipment and services for multiple customer regions
in Southern Georgia .
·
Senior Project Manager responsible for
the development of plans to convert legacy applications and distribution
processes to interface with proposed new Call
Center support structure for Apria
Healthcare in Mission Viejo ,
California
Deloitte
& Touche, LLC; Hermitage, TN ( June 2000 – October 2004 )
Senior Manager,
Client Services & Program Management
·
Established and directed Program
Management Office (PMO) to support Client Relationship Processes, Business
Continuity and Risk Management projects related to international IT related
initiatives for 24/7 Data and Contact Center support infrastructure, facilities
and installations. Established and managed project management staff supporting
SDLC process, business unit projects and company goals. Managed all details for
new system applications, budgetary requirements, project maintenance and risk
avoidance. Utilized combination of industry standard methodologies and company
requirements to adapt program to meet PMO and company goals.
·
Developed, coordinated and implemented
RFP and infrastructure plans for 240-person flagship operational support
center. Coordinated with vendors and company team members to implement plans
for development and maintenance of technology, telecommunications, audio,
video, environmental, relocation, structure and placement requirements.
·
Developed and directed implementation
of policies, processes, reporting and programs for National Emergency Response
Program for multi-level customer and client support center immediately
following the events of September 11, 2001. This program was implemented within
30 days for use by all 50+ regional offices in the event of natural or man-made
disasters. Maintained regular cyclical communiqués and status reports for all
executive, client and team members describing current progress and situations.
·
Directed Technology Team establishing
program management, application development and technical support for BPO
projects across multiple off-shore international support facilities in Australia , Great
Britain and India
ChoicePoint
Systems, Inc. in Alpharetta, Georgia ( August 1998 – June 2000 )
Senior Manager,
Project Management
·
Developed and coordinated project and
DRP plans for Data
Center
·
Managed Production Stability initiative
regarding project tracking, prioritization and corporate reporting to insure compliance
with Business Continuity plans for Corporate structure.
·
Managed successful Y2K Rollover project
regarding telecommunications, internal hardware, software applications, vendors
and personnel.
Georgia-Pacific
Corporation in Atlanta, Georgia ( August 1996 – August 1998 )
Program and Change
Management Manager
·
Managed the physical development and
implementation of a national 24/7 Client Support Center for telephony, desktop
and corporate server environment for GP internal employees. Also maintained
controls for application and hardware update releases, PC environment updates
and reporting requirements. Developed Business Continuity program for
communications processes of problem and change management system associated
with Solution Center
IBM
/ Atlanta Committee for the Olympic Games in Atlanta, Georgia ( June
1993 – August 1996 )
Senior Project
Manager
·
Developed and coordinated physical
environment plans for application development and independent test team in a
50-unit environment. Conducted
management reviews regarding status and plans for testing environment;
developed and maintained schedule for testing cycles.
·
Managed Problem and Change Management
program for Technology department relating to development, testing, version
release management and production for international Sport, non-Sport and
administrative applications. Compiled
and communicated statistics on problem and change trends; directed all
departments in problem resolution and change implementation; provided training
for users product use; reduced outstanding issues by 95% in first three weeks
of management and maintained expedient turnaround.
Venue
Technology Manager
·
Coordinated technology and application project
management activities for deployment to all Aquatics venues. Managed final testing phases of applications;
coordinated project team for transition from test lab to real-time Games
environment for ACOG personnel. Directed
implementation of production system at venue regarding technology equipment,
telecommunications, sound facilities, system and application software and
integration with external subsystems, such as NBC and Atlanta Olympic
Broadcasting.
EDUCATION
Ball State University,
Muncie, Indiana
California State University Los
Angeles, Los Angeles, California
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