WILLIAM GREGORY LINDSEY
Atlanta,GA
Overview
26
26
years of professional experience
Work History
LEAD PRODUCT MANAGEMENT & DEVELOPMENT
AT&T / Cricket
Atlanta, GA
03.2022 - 01.2025
- Responsible for Chat Strategy, Chat system and processes, Chat Scripts, defect analysis and related processes
- Product, Project & Program Management; Agile Methodology
CONTRACTOR
TEST ASSURED
Atlanta, GA
02.2021 - 03.2022
- Responsible for Project Management, Shipping & Invoicing, various administrative duties as needed
PARTNER, PROJECT LEADER
MCADOO HEALTHCARE CONSULTING
Atlanta, GA
01.2017 - 03.2020
- Responsible for Sales, Sales Processes, Operations and Compliance opportunities for new and existing accounts
- Identifies and manages opportunities for improvement focused on the Customer Experience, implementing process re-engineering and related change management options
- P&L responsibility for all accounts, running pursuits, establishing targets and business operations
SR. MANAGER, ENGAGEMENT MANAGEMENT PROGRAM/CONSULTING SERVICES
CAPGEMINI
Atlanta, GA
01.2012 - 08.2016
- Responsible for the Engagement Management Program certifying Management Personnel on Capgemini’s Method’s, Procedures and Tools
- Provided Subject Matter Expertise around Customer Experience, Strategy, and Operational Excellence
SR. MANAGER, COMMUNICATIONS CONSULTING SERVICES
CAPGEMINI
Atlanta, GA
01.2008 - 01.2010
- Experienced Project Leader overseeing initiatives of varying scope and size focused on the Communications Sector with extensive experience in the Cable and Telecommunications Industry
DIRECTOR, RETAIL OPERATIONS DEPLOYMENT & SUPPORT
COX COMMUNICATIONS
Atlanta, GA
01.2010 - 01.2012
- Managed transformation and deployment of new POS system, training and retail sales project encompassing establishment of customer care performance metrics and KPI’s, auditing compliance, and conducting 60-day post launch project reviews
- Oversight for ten direct reports supporting 30K customers across the United States
- Managed transformation and implementation of POS nationally, Wireless in 7 Markets; opening 80 new Retail Locations
- Defined Internal & External Customer Experience for Wireless Retail & Call Center Operations
MANAGER III, TELECOM & ENTERTAINMENT CONSULTING SERVICES
CAPGEMINI
Atlanta, GA
01.2008 - 01.2010
- Business case development/presentation; project management, customer experience definition and implementation of data and domestic/international projects managing on shore and offshore teams
DIVISION DIRECTOR CUSTOMER SERVICE
COMCAST CABLE COMMUNICATIONS
Atlanta, GA
01.2003 - 01.2008
- Recruited to troubleshoot and turn around underperforming call centers in four regions and manage vendor relationships contracted for CARE
- Audited and evaluated opportunities for process improvement in Call Center sales and support
- PMO across all business disciplines to execute strategies to meet defined performance standards
- Saved $500K per year by centralizing E-care customer support operations, reducing headcount 26% while maintaining 95-97% service levels
- Directly managed team comprised of 2 senior analysts and indirectly 27 call center leaders/directors
CUSTOMER CARE CONSULTANT
ACCESS PRODUCT MARKETING, LLC
Atlanta, GA
01.2002 - 12.2002
- Defined Customer Care and Marketing initiatives for startup operation
- Documented existing processes and built infrastructure from ground zero to high performing CCR team that included: Escalation procedures, customer recognition and closed loop first call resolution
NATIONAL DIRECTOR, CUSTOMER CARE METHODS & PROCEDURES
CINGULAR WIRELESS
Atlanta, GA
01.2001 - 12.2002
- Led Transformation and Merger activities of Customer Care (contact centers) strategic and tactical company-wide Customer Service process improvements
- Change management, problem intervention, and transition plan implementation
- Built business case for strategic plans and operational plans for presentation and buy-in from senior executive team
- Directed staff of 100 with 10 direct reports overseeing PMO for National Deployments
- Sourced and secured vendor partners in outsourcing new customer welcome calling campaign
- Coordinated training and established KPI’s for more than 3,000 new employees
DIRECTOR OF CUSTOMER OPERATIONS
BELLSOUTH INTERNATIONAL/CELLULAR
Atlanta, GA
01.1999 - 12.2001
- Oversight for performance of twenty-two regional call centers
- Standardized policies/procedures, defined performance metrics and best practices in customer service and collections
- Established sales and promotional objectives for Customer Operations in collaboration with Marketing
- Managed third-party vendor sales campaigns, generating more than $350M annual revenue
- Led script development and implementation of standardized IVR routing functionality, enabling 15% all calls to be handled by automated attendant
- Project partner for creation of employee incentive program tied directly to KPI’s
DIRECTOR OF CUSTOMER OPERATIONS
BELLSOUTH INTERNATIONAL/CELLULAR
New Orleans
01.1999 - 12.2000
- Managed Customer Service, Collections, Order Processing and Technical Support functions for two call centers with 350 employees
- Interfaced with Sales, Engineering, Marketing and Executive leadership teams
- Implemented improvements to gain operational efficiencies
- Consolidated all administrative functions into one location, merging systems and procedures, which reduced expenses and leveraged best practices in customer service
- Improved average receivables to 97% current to 30 days past due status, positioning organization as one of top 3 in the company
- Project-managed area code changes and implementations with minimal customer impact
Timeline
LEAD PRODUCT MANAGEMENT & DEVELOPMENT
AT&T / Cricket
03.2022 - 01.2025
CONTRACTOR
TEST ASSURED
02.2021 - 03.2022
PARTNER, PROJECT LEADER
MCADOO HEALTHCARE CONSULTING
01.2017 - 03.2020
SR. MANAGER, ENGAGEMENT MANAGEMENT PROGRAM/CONSULTING SERVICES
CAPGEMINI
01.2012 - 08.2016
DIRECTOR, RETAIL OPERATIONS DEPLOYMENT & SUPPORT
COX COMMUNICATIONS
01.2010 - 01.2012
SR. MANAGER, COMMUNICATIONS CONSULTING SERVICES
CAPGEMINI
01.2008 - 01.2010
MANAGER III, TELECOM & ENTERTAINMENT CONSULTING SERVICES
CAPGEMINI
01.2008 - 01.2010
DIVISION DIRECTOR CUSTOMER SERVICE
COMCAST CABLE COMMUNICATIONS
01.2003 - 01.2008
CUSTOMER CARE CONSULTANT
ACCESS PRODUCT MARKETING, LLC
01.2002 - 12.2002
NATIONAL DIRECTOR, CUSTOMER CARE METHODS & PROCEDURES
CINGULAR WIRELESS
01.2001 - 12.2002
DIRECTOR OF CUSTOMER OPERATIONS
BELLSOUTH INTERNATIONAL/CELLULAR
01.1999 - 12.2001
DIRECTOR OF CUSTOMER OPERATIONS
BELLSOUTH INTERNATIONAL/CELLULAR
01.1999 - 12.2000
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