Jonathan J. Hylan

Senior Contact Center Executive – Operations & Technology

Jonathan J. Hylan

Senior executive with 15 years experience designing building and managing large automated call centers and related systems for such companies as Dun & Bradstreet and MCI Telecommunication Corporation. 11 years IT experience with Citigroup leading strategic initiatives focused on contact center systems, self service technologies and the infrastructure to seamlessly integrate of the two.

Expertise:

· Call/contact center best practices

· Business-to-business and consumer experience

· Targeted up-sell, cross-sell and continuity program development

· Telecommunication systems and infrastructure

· Intelligent network skills-based routing

· Multi-channel CTI with call blending

· Business process design & re-engineering

· Entrepreneurial experience

· Customer relationship, contact management & personalization

· Program/project management of large scale strategic initiatives

· Application design, development & integration

· Strategic planning

· Audit & compliance regulations & practices

· Offshore vendor methods and practices

· Negotiation of enterprise license and servicing contracts

Professional Highlights:

· Citigroup – VP/Director positions in program management, architecture & service systems development

· Integrated Marketing Services Inc. – Founder & CEO of direct response marketing service bureau

· Synchnonal Corporation – Sr. VP Sales & Service – telemarketing, customer service, fulfillment services

· MCI Telecommunications – Planning, design, implementation, management of automated telemarketing center start-up

· Dun & Bradstreet – Planning, implementation, management of business-to-business telemarketing service bureau start-up

Target

· Role: Executive position in operations, sales & service or technology of a consumer oriented Global 1000 company seeking to employ best-in-class contact center strategies to maximize operating leverage, customer loyalty and revenue growth.

· Geographic Preference: Connecticut or NY metro area (Manhattan or Westchester). Open to some combination of travel and telecommuting to other areas in the Northeast corridor with the possibility of relocation after one year.

· Industry: Flexible (Banking, Insurance, Consumer Products, Transportation, Consumer Services)

· Culture: High energy, innovative, results oriented, collaborative team orientation.

Email: [email protected]