Gregory Beach

USAA Contact Center Technologies

Digital Voice

• Led team managing USAA's Interactive Voice Response (IVR) system, enhancing member call experiences.
• Supervised over 20 employees and 50 contractors while overseeing $20M budget, including $8M for enhancements.
• Negotiated two-year $6M contract to migrate USAA IVR to modern cloud platform, saving $600K in costs.
• Oversaw IVR modernization project, integrating Conversational Platform to enable AI-driven experiences.
• Renegotiated multi-year $19M Nuance MSA, achieving annual savings of over $500K and improved Availability SLOs.
• Drove strategy and reorganization focused on Site Reliability Engineering to align with business objectives.
• Transitioned five Agile teams from Kanban to SCRUM, improving processes and collaboration with business partners.
• Achieved over $2M in cost savings by implementing new IVR self-service options within USAA Mobile application.

USAA Contact Center Technologies

Voice Instrumentation / Shared Services / 3P & Employee Experience Support

• Established a new team and strategy for voice platform implementation.
• Built a comprehensive oversight team for financials, staffing, supplier management, quality, risk management, and processes.
• Led IT support for 3rd party contact centers, delivering 24x7 operational assistance.
• Managed Employee Experience team to address major IT issues impacting MSRs.
• Spearheaded successful rollout of Work From Home capabilities for 4,800 MSRs across four suppliers and 18 sites during the pandemic.
• Achieved a 38% reduction in IT outages attributed to 3rd party contact center suppliers.
• Developed and implemented quarterly scorecards for suppliers to enhance accountability and availability.
• Oversaw staffing plan for 216 employees and managed a $115M departmental budget.

USAA IT Operations

Ops Project Support / Corporate & Global IT Support

• Led new team delivering project management and quality assurance support for Operations projects.
• Established vision for Quality Assurance as trusted advisors to optimize IT Operations practices.
• Developed cross-functional team of project managers and systems integrators for dedicated Corporate Services support.
• Enhanced relationship between IT Operations and Corporate Services through strategic meetings and integrated processes.
• Oversaw development of financial analysis and project portfolio tools to track expenses and workloads.
• Organized tiger team addressing systemic technical issues in Executive Council offices, ensuring timely delivery.
• Transformed Customer Satisfaction Survey for IT Service Desk, aligning it with Member survey for consistency.
• Facilitated leadership planning sessions to align departmental initiatives with operational goals.

USAA IT Operations

Service Desk / IT Troubleshooters / Workload Mgmt / Websphere Operations

• Provided leadership oversight and strategic direction for multiple teams supporting Service Desk and WebSphere operations.
• Increased utilization of self-service tools and implemented IT Get Help dynamic template to minimize Service Desk calls.
• Implemented MI Fast Track tool, decreasing Major Incident escalations by 18 minutes.
• Enhanced incident management awareness across IT through reports, roadshows, customer engagement meetings, and a new heat map.
• Redirected IT Troubleshooters to focus on root cause analysis and knowledge article improvements, reducing ticket volume and resolution times.
• Automated batch requests, resulting in a weekly savings of 15 hours.
• Revised audit contract language and incident/change management processes with tier 1 supplier Akamai.
• Created Secured Processing Services team dedicated to certificate management automation and active directory.

USAA IT Operations

IT Incident/Problem Mgmt / Midrange Servicer Management / UDB Database Management

• Spearheaded development of Availability Command Center for monitoring enterprise major incidents.
• Provided leadership and escalation oversight for all IT incident management activities.
• Developed IT availability metrics and dashboards, presenting findings to CIO monthly.
• Achieved 10% improvement in ITIL maturity through proactive Problem Management implementation.
• Directed Availability Matrix team in executing availability enhancement plans across departments.
• Increased server virtualization efforts, resulting in significant cost reductions.
• Boosted team productivity by 21% via process improvements and enhanced offshore utilization.
• Established new server maintenance methodology through project management and client collaboration.

USAA Bank IT Systems

• Developed, tested, and implemented application code for USAA's Federal Savings Bank.
• Oversaw ETL processes to enhance data management for banking operations.
• Managed IT relationships with key suppliers, including Mastercard and Metavante.