Our Team 
 
 

Our Team

Resource Partners Group Inc. offers a core group of seasoned business professionals and senior level resources. Most of our resources have built their experience serving in executive and leadership roles in many of the industries we now serve. Our team helps our clients solve their most complex business challenges, determine ways to improve on how they do business, and help them determine the best way to maximize the use of technology. With deep industry experience, passion and dedication to serving the client, and a disciplined, yet flexible approach to doing business, our resources make the difference our clients value. By helping our clients make the right strategic decisions and implement the best suited solutions, our resources deliver on what we promise.
 
Below is a sample of the profiles for some of our resources.
 
Professional with over 36 years of telecommunications experience which includes technology center, management, systems integration, project management, technical support, vendor negotiations and management, process management, ISO certification, operations, call center implementation and integration, IP integration, business case development and customer service and support.
  • Managed several VoIP deployment and operational project implementations
  • Developed the strategy, transition plan and provided for interim management for an IT organization requiring business transformation
  • Performed detailed network assessment to all end points of an IP network looking to deploy voice and other real time applications
  • Managed the network surveillance and analysis of several large telecom networks over five states
  • Created and implemented disaster recovery and business continuity plans for several large Enterprise and Service Provider clients  
Our Team
Our Team Accomplished business leader and highly qualified professional with a strong background in customer service, telecommunications, new product development and deployment, account management, information systems implementation, and technical training and education. Expertise includes cross-functional team leadership, fiscal budget control and management, process improvement, supplier/customer negotiations, and cycle time reduction.
  • Managed entire office insuring efficient and cost effective operations. Processed all insurance claims in a timely and accurate manner. Reconciled billing with payments. Improved processes leading to more efficient office operations. Provided excellent customer service to patients.
  • Managed new office franchise. Accurately prepared both simple and complex returns for clients. Additionally, provided independent tax preparation services for both a CPA and an Enrolled Agent
  • Consulted with Vice President of Network Planning to manage the merger transition with Ameritech in New Product Network Deployment Planning. Led a cross-company team comprised of twelve technical network deployment managers from three companies. Identified pre-merger processes and procedures of three companies and developed unified post-merger processes and procedures. Documented all results. Also performed all personnel functions with Ameritech team including development of performance appraisals, conducting performance reviews, and career planning.  
Results oriented professional with over 20 years of technical and management experience and achievement in various segments of enterprise and telecommunications industries. Remarkable background in process improvement, contact center operations and productivity tools, methods and procedures, product development, and developing and implementing business strategies.
  • Managed the technical assessment program responsible for the selection and implementation of call routing platforms, workforce management system, scripting and quality monitoring tools
  • Developed RFP for recommendation of 3rd-party systems integrator for clientís Oracle CRM system
  • Facilitated the assessment and recommendation of systems and software tools for a state government communications call center, including ACD platforms, workforce management and document repository functionality. Identified efficiency savings by analyzing system and workflow issues in provisioning and trouble management processes  
Our Team
Our Team Professional with over 37 years of telecommunications experience, which includes new product course development, training, technology center, management, systems integration, project management, translation engineer, operations, call center implementation and integration, and customer service and support.
  • Developed and Delivered training on several new telecommunication products for several of the largest telecom product providers in the marketplace
  • Developed the strategy, transition plan and provided training for a call center organization for major telecommunication provider
  • Performed project management of a five state fiber build out for a large telecom provider, this included site acquisition and equipment build out
  • Managed both the Signaling System 7 and network surveillance and analysis centers for a large telecom network over five states
  • Created and implemented translation for routing and call processing for many of the Fortune 500 companies as a translation engineer for a large telecom provider  
30 years of experience in all phases of customer service operations in the telecommunications industry including supervising, scheduling, training and development of customer service and support personnel as well as direct customer involvement relating to unresolved complaints. Other responsibilities have included effectively implementing change and successfully meeting sales goals and customer service objectives.
  • Performed project management functions relating to customer services operations at The Pampered Chef headquarters. Developed and coordinated methods and procedures, training, process improvements and project plans instrumental in creating a universal call center
  • Performed project management functions relating to Business Office revenue retention as well as ISDN and Winback Center operations. Conducted studies and analyzed results.
  • Managed Business Office operations that included, billing, ordering, customer service and sales. Responsible for the integration of key corporate initiatives including the self directed work team concept and customer service improvement programs. Directly supervised, trained and developed Customer Service Representatives. Developed training material and system methods and procedures relating to online customer billing and ordering systems. Directly responsible for the resolution of unresolved customer complaints
Our Team
Our Team Estblished leader with over 25 years of management experience in all aspects of supplier management, supplier strategy, RFP development and contract analysis. Strong leadership and project management skills. Strategic planner with proven ability to synthesize job requirements in the development and implementation of business solutions. Experience in process improvement, contact center operations, contact center productivity analysis, and methods and procedures. Team player that thrives in a fast paced environment with excellent problem solving, multi-tasking, communication and organizational skills.
  • Performed technical and process assessments on contact center operations and associated tools for major Fortune 500 corporations and state government project
  • Developed the supplier management and quality assessment program for a major telecommunications company
  • Developed RFPs for contact center routing platforms, tools, CRM integrator, IT Help Desk and Desktop
  • Member of corporate team that developed strategic sourcing requirements to drive cost reductions, to reduce number of suppliers and to drive efficiencies in processes  
Dedicated manager with 15 years experience with Marketing, Sales, and Customer Service. Well developed in Process Development and People Management.
  • Worked with SBC Ameritech to provide productivity analysis and recommendations for ISDN Center in OakBrook and Wheaton, IL. Recommendations resulted in 10%+ improvement in attendance results and significant improvement in productivity with no additional headcount.
  • Working with Central Management Services Bureau in State of Illinois government, Springfield, IL to provide Telecom Rationalization review, recommendations and implementation support. Recommendations resulting in consolidation of call center operations to gain efficiency.
  • Developed processes, launched and managed Customer Support, Telemarketing and Billing Operations for a start-up high speed Internet services company headquartered in Chicago.
  • Built a Customer Service, Telemarketing, Billing and Collections team from the ground up for one of the nationís first competitive cable television companies.
Our Team
Our Team Project and technical manager with over 35 years experience in network design, switching, strategy integration and planning. Especially well qualified in voice and data networking design and implementation.
  • Managed project for upgrading IP network for the State of Illinois. Directed and reviewed existing 56K networks for various departments in Illinois to upgrade and implement a router based configuration for fractional and full T1 facilities. Project managed network design configurations, host sites, installation schedules and methods for procedural standards, MOPís.
  • Directed and developed network strategies and initiatives for the build process integration across a 13 state region. Lead cross organizational Network Services teams to develop the strategy with key leaders and representatives from Operations, Process Management, Operation Support Systems, Testing and Center Strategy. Provided strategic interfaces for other entities, including Planning and Engineering. Worked in conjunction with network regulatory groups.
  • Project Manager for VoIP switching for network architecture planning. Implemented field trials sites in California and Illinois.
  • Directed network architecture planning, project management implementation and financial business cases and cost analyzes of CO-Net. Regional project evaluated the Internet protocols, (TCP/IP, OSI and X.25) and implemented end office applications of various INEís.  
Consultant with over 35 years of telecommunications experience which includes technology center management, new product development and testing, technical project management including VoIP, technical support, vendor management and interface , and IP implementation and integration.
  • Developed the System Integration Lab strategy, transition plan and provided for interim management for the SBC/Ameritech merger.
  • Performed network baseline for PBX end points for an anticipated IP network conversion.
  • Managed the network surveillance, analysis and support of several large telecom networks over five states.
  • Created and implemented disaster recovery and business continuity plans for several Chicago Major Business Customers including Sears, Northern Trust, E-911 Center and the Chicago Board of Trade.
  • Managed and directed the negotiation and implementation of hardware and software products from Lucent Technologies and SBC/Ameritech.
  • Developed the strategy and directed the consoldation of the Technical support organizations and NOC centers for the newly formed Technology centers.
Our Team
Our Team Professional with 27 years of experience in networking, telecommunications, and information technology. Strong in business opportunity planning, financial modeling, new product development and launch, project management, supervision, IT lifecycle management, web site development, strategic planning, human resources management, budget management, RFP development and management, vendor management, human resources, and training. Successful consultant working with government, telecommunications, financial services and insurance clients.
  • Managed project for upgrading IP network for the State of Illinois. Directed and reviewed existing 56K networks for various departments in Illinois to upgrade and implement a router based configuration for fractional and full T1 facilities. Project managed network design configurations, host sites, installation schedules and methods for procedural standards, MOPís.
  • Directed and developed network strategies and initiatives for the build process integration across a 13 state region. Lead cross organizational Network Services teams to develop the strategy with key leaders and representatives from Operations, Process Management, Operation Support Systems, Testing and Center Strategy. Provided strategic interfaces for other entities, including Planning and Engineering. Worked in conjunction with network regulatory groups.
  • Project Manager for VoIP switching for network architecture planning. Implemented field trials sites in California and Illinois.
  • Directed network architecture planning, project management implementation and financial business cases and cost analyzes of CO-Net. Regional project evaluated the Internet protocols, (TCP/IP, OSI and X.25) and implemented end office applications of various INEís.
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Resource Partners Group Inc., 2005