John Heiberger

About John Heiberger

John Heiberger has over 30 years of experience in operations, information technology…

Experience

1. President Owner

   Lucilium Llc

   Nov 2010 — Present

   Simplifying the complex and driving operational excellence is at the core of every engagement. Lucilium begins by understanding your goals, mission, and brand. Achieving the highest degree of service with the least amount of friction encompasses all of our efforts. After the options have been considered, and decisions made, Lucilium can deliver and measure the outcome.New and tenured adopters of technology eventually realize, “We don’t know what we don’t know”. A diverse breath of client experience with hands-on depth in IT and contact center operations will help companies drive their investments to the next level. Begin to use the full extent of your investments, versus merely tapping into the surface. Align the technology with your business goals and processes to achieve a competitive advantage. Manage change so user adoption, customer adoption, and productivity all flourish. Remove risk from implementations, upgrades, and migrations. Bridge the communication gap that often plagues business and IT teams as they move their company forward. In addition, improve vendor relations, self-sufficiency, and the formation of “team” so customer experience, journey, and your career may excel. Lucilium donates time to facilitate a consortium of business and technology end users for the CGCC. Members form a trust to share experiences and build relationships so good decisions can be made.Responsible for building a virtual team of seasoned Contact Center and Information Technology veterans who can deliver clear strategies and operational excellence for clients.

Skills

• Process Improvement
• Return on Investment Analysis
• Team Building
• Management
• Telecommunications
• Operations Management
• Strategy
• Communication
• Transformation
• Crm
• Customer Satisfaction
• Optimization
• New Business Development
• Innovation
• Outsourcing
• Strategic Planning
• IT Strategy
• Metrics
• Contact Centers
• IT Management
• Leadership
• Technology Alignment
• Contract Negotiation
• Customer Relationship Management (Crm)
• Contact Center Management
• Calls/Voicemail/Self-Service
• Business Analysis
• Cross-Functional Team Leadership
• Clarity
• Risk Management
• Coaching & Mentoring
• Email/Chat/Sms/Social
• Project Management
• Call Centers
• Business Development
• Continuous Improvement
• Business Intelligence
• Business Alignment
• Hands-on Knowledge
• Kpis