Bill Prengaman

Background

About Bill Prengaman

Accomplished Business/IT Project Manager with 20+ years of experience managing Contact Center technology projects and business processes. Strongly driven to achieve a best-in-class customer experience by meeting rapidly changing needs of customers and of technology via innovative technology solutions. Proficient at integrating customer needs and complex business requirements with a holistic corporate strategy. Proven strong project/product management skills combined with the ability to lead cross-functional teams to achieve goals and objectives. An effective communicator capable of translating complex business requirements to key stakeholders and end-users. Proven aptitude to learn new skills and technologies with speed and efficiency. Evaluate key metrics, uncover challenge areas and work on process improvements Expertise in: IVRs- National Customer Service Interactive Voice Response systems for all Verizon Wireless business units except Telesales. The IVRs handled millions of calls every day- over 75% via automation. The rest were delivered to the best available location and agent using our business intelligence tools and a multitude of complex business requirements. Contact call routing (Cisco UCCE)-Developed and evolved call routing infrastructure over the past 15 years including entire platform conversions involving 30+ locations, including vendors, in the US and abroad. Successfully routed 99% of calls to a multitude of different departments and types of agents. Daily, my team addressed and resolved ever-changing requirements from leadership and other forces. User Acceptance Testing/Post Implementation Validation- Test Plan Development for IVR and Call Routing- features to be tested, pass/fail criteria, test deliverables, resources, issue logging, etc Core Competencies- Project Manager Product Manager Familiarity with Agile/Scrum Strategic Planning & Analysis Process Improvements Business Solutions Team Leadership Technical Proficiency Training/Mentoring