David Maikut
- Role
- IT Senior Manager (Contact Center Support Tools and Telecom Data Warehousing) at Progressive Insurance
- Location
- Colorado Springs, CO, US
- LinkedIn followers
- 500 followers
About David Maikut
Gifted in understanding a company’s entire business environment and technical…
Experience
IT Senior Manager (Contact Center Support Tools and Telecom Data Warehousing)
Apr 2015 — Present
I manage a group of software developers responsible for managing both internal customer experience and external experience customer experience (Direct to Consumer) for Progressives Call Routing, IVR, and Contact Centers. The services provided through my team also support the internal business processes that enable this experience through various technology stacks. I sponsor all projects that support the Telecom Domain and the existing Agile Environment that has delivered over 300 projects within 12 months that support the Telecom Experience. A heavy focus of this role has been on IT Quality and Transformation of Testing disciplines. I have led efforts to implement a strategic plan that focuses on Quality. I created a Transformation Roadmap and built a Leadership Team that is driving the Roadmap and implementation details. In 2015, these efforts resulted in our Platform Domain Exceeding Quality Expectations. This had a positive direct impact on reducing the cost of poor quality in 2015 and significantly reduced the number of customer impacting quality incidents. I have recently completed an effort to reorganize our Telecom Domain to address gaps in Functional Ownership and Staffing Ratios. I am also sponsoring 4 projects that are part of a program that will transform the Telecom capabilities and technology stack with soft cost of over 10 million and capital cost of over 5 million.
Skills
- Microsoft Word
- Web Services
- Visual Basic
- Teaching
- Customer Relationship Management (Crm)
- C#
- Process Improvement
- Problem Management
- IT Service Management
- Ola
- Outlook
- Data Warehousing
- Mobile Application Development
- Db2
- Crm
- Iis
- Test Driven Development
- Sitescope
- Emotional Intelligence
- Powerpoint
- Test Automation
- Microsoft Excel
- Itil
- Itil V3 Foundations Certified
- English
- Hadoop
- Microsoft Office
- Cross-Functional Team Leadership
- Photoshop
- Incident Management
- IT Operations
- Continuous Improvement
- Technology Roadmapping
- Full Sdlc
- Thought Leadership
- Api Development
- Release Management
- Customer Service
- Windows
- Microsoft Sql Server
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