Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Adam Bangtson

Adam Bangtson

Viroqua,WI

Summary

Offers more than 30 years experience with progressive advancement in the IVR Telecommunications industry. Demonstrates a proven record of success in client and project management, managing multiple projects delivered on time and with superior quality. Possesses the exceptional leadership, communication, and analytical skills necessary to succeed in a fast paced, rapidly changing environment.

Overview

29
29
years of professional experience

Work History

Client Success Coach/Product Owner

West Corporation/Mosaicx
04.2014 - Current
  • 2022 – present Account owner for Vibrant Emotional Health, handling voice and SMS for the nation’s 988 Suicide Hotline Service
  • Account growth from 3 M monthly voice minutes and 1.8 M monthly SMS, to 5.6 M voice minutes and 3 M SMS
  • 125% monthly revenue growth from $200K to $450K
  • Sep 2024, launched first of its kind geo-location call routing, working the major mobile carriers to deliver county specific geolocation with mobile phone calls to combat number portability and route mental health crisis callers to preferred local counseling centers
  • 2014 – 2022 Dedicated management of premier utility client Exelon Corp, providing full IVR Inbound/Outbound service for Commonwealth Edison, Baltimore Gas & Electric, PECO, Atlantic City Electric, Delmarva Power, and PEPCO, with $6 million in annual revenue
  • Product Owner, Legacy Platform Clients 2020-2022 during client migration to new Mosacix cloud platform

Client Manager

Twenty First Century Comm.
02.2007 - 04.2014
  • Dedicated management of numerous high-profile utility clients including ConEdison, Exelon Corp., Pacific Gas & Electric, and PEPCO Holdings Inc
  • Managed the implementation of numerous large-scale, fast-turnaround projects, including new utility HVCA outage programs with real-time host interface to OMS & CIS systems
  • Co-Project Lead on the Mutual Assistance Routing System (MARS), a unique, web-based system for utility call center mutual aid storm response
  • Winner of CS Week's 'Innovation in Customer Service' Award

Client Services Program Manager

WEST Corporation
12.1999 - 02.2007
  • Dedicated management of several Top 20 IVR clients servicing the Utility, ISP and Healthcare industries
  • Managed the implementation of several high-intensity, fast-turnaround projects, including a Red Cross donations project after 9/11
  • Team Lead on several platform and new technology development projects including Automated Notifications (Outdial), ICM/CTI, Advanced Speech Recognition (ASR), VXML, and client host-interface systems using XML, HTTP/HTTPS
  • Currently responsible for tactical management of platform infrastructure and performance with 2007 targets involving VOIP & Natural Language

Client Services Account Manager

WEST Corporation
11.1997 - 12.1999
  • Proactively managed the IVR business needs of several clients, including dedicated support of a Top 20 client servicing the Utility industry
  • Coordinated program setup & maintenance and provide rapid problem resolution while maintaining excellent working relationships with clients
  • Contributed to the Top 20 client moving all IVR support to WEST, moving from 15 to over 50 utility programs

Account Manager Assistant

WEST Corporation
04.1996 - 10.1997
  • Provided general support for multiple Top 40 clients
  • Duties included data entry, report creation, QA testing, client file maintenance, documentation and problem resolution

Education

Biology Major

Northwestern University
Evanston, IL
01.1994

Skills

  • Agile Product Owner Certification
  • Analytics
  • Problem solving
  • Leadership
  • Supervisory ability
  • Project implementation
  • Project management
  • Strong technical aptitude
  • Familiarity with ICM
  • Familiarity with ASR
  • Familiarity with VXML
  • Familiarity with VOIP
  • Familiarity with Natural Language
  • Familiarity with Agent Call Centers
  • Familiarity with Automated Notifications
  • Familiarity with Database systems
  • Familiarity with general telephony infrastructure
  • Proficient in Microsoft Office products
  • Proficient in MS Project
  • Proficient in Visio
  • Proficient in PowerPoint

Hobbies and Interests

  • Fly-fishing
  • Golf
  • Camping
  • Hiking
  • Softball

Timeline

Client Success Coach/Product Owner

West Corporation/Mosaicx
04.2014 - Current

Client Manager

Twenty First Century Comm.
02.2007 - 04.2014

Client Services Program Manager

WEST Corporation
12.1999 - 02.2007

Client Services Account Manager

WEST Corporation
11.1997 - 12.1999

Account Manager Assistant

WEST Corporation
04.1996 - 10.1997

Biology Major

Northwestern University

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Adam Bangtson