Ronald Capers

Experience

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  Bank of America

  Apr 2004 - May 2005

  Care Support Team Manager
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  TD

  May 2005 - Jul 2006

  Call Center Manager
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  Philadelphia Federal Credit Union

  Aug 2006 - Sept 2007

  Call Center Director

  • Reduced abandonment rate of calls from 11% to 1.9% within 90 days of restructured call handling processes• Improved SLA rate to 86% while maintaining an occupancy rate of 80 - 82%• Reduced AHT for the center by 28% within 120 days from a center average of 250s to 180s per call.• Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.• Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.• Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.• Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.• Prepared call center performance reports by collecting, analyzing, and summarizing data and trends. Show less

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  Comcast Cable (National Customer Operations)

  Sept 2007 - May 2012

  Manager of Technical Customer Support

  • Promoted to National Technical Manager in 2011• Reduced data overage charges for Xfinity Home by 20% through initiatives that identified the causes of over use• Reduced escalation time by 25% on Cable Card installation and support after the FCC mandate in 2011• Ensure competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques. • Ensure achievement of all product, system, team, and individual National Tier II goals of support. • Responsible for the successful rollout of new products during the incubation phase.• Develop M & P’s (Methods and Procedures) for supporting all new products that Comcast supports. Show less

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  Comcast Business

  May 2012 - Jul 2016

  • Developed technical and business requirements for new tools that intended for expediting the Service Delivery flow for new products that emphasized the Voice of the Customer• Execute demos at the end of each sprint with business team and product manager.• Plan and track the user stories, iterations and releases, and communicate status of stories, tests, defects, and commitments in Rally.• Partnered with the product manager and stakeholders, to break epics into feature sets for faster development and deployment.• Develop and implement test protocols and conduct end to end testing to evaluate design changes, product improvements and cost reduction opportunities.• Reduced customer service escalation SLA by 150% through implementing a 24hour response time for all escalations • Manage communication regarding solution design and approach with client technical stakeholders. Show less Prioritized and directed work assignments and team resources. Monitored and created project deliverables. Maintained communication with stakeholders through status reporting. Addressed problems through risk management and contingency planning and gave solutions or options to senior leadership. • Developed, maintained, and managed detailed project plans for action item registers and major milestone timelines for all assigned projects to create a new order management system that resulted in a 25% increase in productivity. Show less • Project Manager of Service/sales fulfillment initiative to drive optimization of the sales process for all advanced commercial products.• Developed, maintained, and managed detailed project plans, action item registers, and major milestone timelines for all assigned projects.• Provided overall prioritization and director of work assignments, team resources.• Monitor and created project deliverables. • Maintained communication with stakeholders.• Addressed problems through risk management and contingency planning and gave solutions or options to senior leadership. Show less

  • Product Engineering Operations Support Manager/Product Owner

    Aug 2014 - Jul 2016

  • Project Manager II- Business Readiness Testing

    Jan 2013 - Aug 2014

  • Project Manager - New Product Deployment

    May 2012 - Jan 2013
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  Turnberry Solutions

  Jul 2017 - Dec 2017

  Program Manager (Contractor)

  At Turnberry Solutions, I led SDLC and UX Design efforts as part of a 6-month contract with Comcast's Digital Center of Excellence UX team, delivered concise program updates at a high level to senior leadership, and organized regular scrum meetings, sprint planning sessions, sprint demos, and retrospectives.Below listed are a few of my key achievements:• Steered a project portfolio comprising 30 projects, including UI enhancements, redesign initiatives, and functionality design, among others, all within Comcast Business Services website, achieving a 50% reduction in sales lead callback time.• Collaborated with UX Design team to refine program strategy and project scope, while actively contributing to prioritization of product backlog in liaison with product owner team. Show less

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  The Judge Group

  Jan 2018 - Jan 2020

  Senior Consultant (Scrum Master/Technical Project Manager)

  As Senior Consultant (Program, Technical Project Manager), I spearheaded all aspects of project management for a diverse portfolio of 15 client projects, encompassing application development and infrastructure upgrades. Moreover, I contributed to business strategy initiatives, provided guidance on strategic direction in liaison with C-Suite executive teams of clients. and formulated technical and business requirements, and prepared Statements of Work (SOWs) and Service Order Agreements (SOAs) as necessary for each project.Among my notable accomplishments, I:• Orchestrated technical delivery management for SEI, in the development of a new application aimed at optimizing accounting processes. Liaised cross-functionally with accountants to create software and analyze intricate technical business requirements.• Conveyed coding requirements to developers and articulated business requirements to end-users.• Employed strong financial equity to manage budgets of up to $1M, while providing leadership to engineering and development teams of about 35 members, resulting in successful delivery of 95% of projects within budget and 100% on schedule.• Headed a technical project for the development of GSK's My Quit app. Crafted a product roadmap for 2018, managed a team of 10, and a budget of $500K. Engaged with product owner, resulting in a notable increase of 10-12% in positive reviews.• Stepped in and overhauled a challenging $100K contract with a dissatisfied local business. Showcased exceptional problem-solving and client relationship skills, ultimately leading to extension of contract through 2018.• Orchestrated program deployment of multiple systems for a DSO, including patient management and practice software, yielding a significant 22% improvement in operational efficiency.• Directed technical support for a website redesign initiative for DSO and affiliated offices, leading to enhanced usability and patient appointment bookings by 10%. Show less

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  International SOS

  Jan 2020 - Oct 2024

  Sr. Technical Program Manager

  As Senior Program Manager, I lead the creation and execution of program strategies, institute stringent quality control procedures, and liaise with cross-departmental teams to dissect data, discern patterns, and deliver actionable insights.Some key highlights associated with this job role include:• Oversaw the development and delivery of a return-to-work application during COVID to ensure employee works on-site with no health risk exposure.• Led the execution of our Data Warehouse rebuild project to achieve significant cost savings worth $1.8M and increase data quality by 250%.• Coordinated efforts to optimize release engineering process, introducing CI/CD pipeline to expedite deployments to production by 50%. Show less

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  GSK

  Jan 2025 - now

  Sr. Technical Program Manager