Dan Fallon

About Dan Fallon

Project Manager with a broad and deep background in delivering a superior customer experience through voice technology. Highly-skilled in leading teams, developing talent, and managing large transformation projects.

Experience

1. Project Manager

   UPS

   Aug 1982 — Present · New York, NY, US

   Managing the support, development, and continuous improvement of customer-facing, globally-deployed voice technology solutions. Representing business stakeholders and serving as a critical liaison between the business and technical communities. Leveraging broad and deep real-world experience to deliver self-service capabilities that empower customers while reducing friction. Responsible for a team that supports high-traffic voice applications used in more than a dozen countries and in numerous languages. Playing a critical role in developing and deploying solutions that reduce contact center costs - year after year.Overseeing the development and support of Interactive Voice Assistant (IVA) applications, Computer Telephony Integration (CTI) solutions, and intelligent call routing capabilities.

Education

• University of Illinois Urbana-Champaign

  Criminal Justice, Sociology

  1979 — 1979

• University of Illinois Chicago

  Bachelor of Arts, Criminal Justice

  1980 — 1983

Skills

• Integration
• Process Improvement
• Cross-Functional Team Leadership
• Project Management
• Sdlc
• Requirements Analysis
• Logistics
• Logistics Management
• Business Process Improvement
• Program Management
• Leadership
• Certified Project Manager
• Visio
• Customer Service
• Vendor Management
• Management
• Software Project Management
• Business Analysis