Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

John Boswell

Cedar Hill

Summary

Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.

Overview

35
35
years of professional experience

Work History

Vice President - Call Center Technology Manager

Union Bank
07.2018 - Current
  • The Call Center Technology Manager responsible for Call Center Technology that support business objectives. Manage the third party dialer vendors such as Noble Systems Corporation. Responsible for design, development, implementation and support of the call center on a premise based solution that delivers inbound and outbound call routing with a focus on delivering highly reliable, effective and customer centric systems. Additionally, responsible for all call center system integrations including voice recording and screen capture on NICE, voice call back and call me mobile systems and outbound predictive dialer systems for the cloud based vendors.

Manager Contact Center

Hearing Lab Technology, LLC
11.2016 - Current
  • Manages the Contact Center technical service related operations for Hearing Lab Technology and information technology, manufacturing and retail company. Overseeing the supervision of Technical Representatives and Hearing Instrument Specialists.

Senior Business Analyst

KForce
09.2013 - 07.2016
  • Partner with Southwest Airlines reservation business owners in identifying, clarify and documenting the objective and benefits of all call center projects or enhancements. Collaborates with business owners to determine ROI on project/enhancement requests. Assess new Call Center Telecom technology within Reservation and implementation new applications. Assist in mentoring telephony and application teams members. Analyze all Call Center platforms/technologies

Lead BA

Teksystems
04.2012 - 02.2013
  • Partners with the business to assess and understand business requests. Gathers and documents current and future business processes. Assists business owners to identify, clarify and document the objective and benefits of a project or enhancement. Collaborates with business owners to determine ROI on project/enhancement requests. Gathers, analyzes, translates and documents business/user requirements. Obtains business sign-off on user requirements. Prepares and delivers users requirements for project development teams. Investigate options to solve business problems and meet the business needs. Consults the business and advises on application functionality and usability to meet business requirements. Documents and recommends functional solutions where applicable Recommends and documents business process changes. Participates in design review sessions where required.

PM Verizon (Capital One)

Verizon
02.2010 - 08.2011
  • Drove efficiency and progress through leadership of all stages of Call Center initiatives. Directed team activities to ensure delivery of projects, with a focus on cost and time management. Continuously assessed and mitigated risks, while ensuring integration of new systems and tools.

DIRECTOR WORKFORCE MANAGEMENT

ARI
01.2007 - 01.2009
  • Spearheaded strategy and operations of 2 technical resource contact centers in New Jersey and Texas –directed staffing and budgeting activities and developed forecasts and plans to support center growth and success. Continuously assessed IT assets and implemented new technologies to maximize capabilities and service, while ensuring that staff levels were adequate to meet customer service demand and objectives.

Voice Services Manager

American Airlines
10.2006 - 10.2007
  • Drove consistency and efficiency throughout global operations by piloting integration of call center/telephone platforms for 300+ telephone systems and VoIP network with 50K users worldwide – directed activities of 20 voice technicians and Verizon leadership team. Optimized quality of service through direction of technical consulting and customer contact activities. Led technically complex telecommunications deployments across multi-brand telephony platforms, 800 and software-defined networks, voicemail/unified messaging, ACDs/VRUs, CTI, multimedia solutions, carrier invoicing practices, auto-dialers, desktop telephony applications, VoIP, WAN/LAN options (QOS, MPLS), and voice recognition (Nuance).

Director Call Center

Trans World Airlines
04.2001 - 10.2006
  • Maximized call center performance, directly supervising Reservations and Training Managers and overseeing support staff and 500+ employees, with a focus on meeting/exceeding established objectives and achieving key performance indicators (KPIs) for each customer base. Boosted quality and success of teams through strategic interviewing/hiring/training of qualified employees – delivered coaching and feedback, managed discipline/rewards, and resolved staff issues. Controlled $14M annual budget. Improved service capabilities by directing start-up of a Home-Based Agent program (200+ new hires) to take reservation calls

Manager Corporate Telecommunications

WPS Health Insurance
01.1991 - 01.1998
  • Delivered critical guidance to complex corporate voice communications department, which consisted of four Nortel (SL1) Telecommunications PBX switches, an Aspect Call Center System and four IVR systems. Oversaw voice communications for the entire company, as well as administrative (2,500 employees) and call center.
  • Maximized cost efficiency of key partnerships (with hardware vendors and long distance and local telecommunications providers) through implementation of strategies and processes to improve contract negotiations and local service agreements.
  • Developed business requirements for the reengineering of call center customer service application from a DOS application to Microsoft windows application to improve customer service across three divisions and increased agent productivity and reduced cost.

Education

Bachelor of Science - Business Administration And Management

McKendree University
Lebanon, IL
05-1982

Skills

  • Business Development
  • Team leadership
  • Decision-making
  • Critical thinking
  • Coaching and mentoring
  • Complex Problem-solving
  • Client relationship building
  • Strategic planning
  • Business development
  • Results-driven
  • Operations management
  • Customer service
  • Process improvement

Languages

English
Full Professional

Timeline

Vice President - Call Center Technology Manager

Union Bank
07.2018 - Current

Manager Contact Center

Hearing Lab Technology, LLC
11.2016 - Current

Senior Business Analyst

KForce
09.2013 - 07.2016

Lead BA

Teksystems
04.2012 - 02.2013

PM Verizon (Capital One)

Verizon
02.2010 - 08.2011

DIRECTOR WORKFORCE MANAGEMENT

ARI
01.2007 - 01.2009

Voice Services Manager

American Airlines
10.2006 - 10.2007

Director Call Center

Trans World Airlines
04.2001 - 10.2006

Manager Corporate Telecommunications

WPS Health Insurance
01.1991 - 01.1998

Bachelor of Science - Business Administration And Management

McKendree University

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