Peter Rochard
Sr Manager Call Center Technology at CVS Health
- Role
- Sr Manager, Pbm Call Center Technology at CVS Health
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Peter Rochard
Results oriented software development professional with exceptional interpersonal/communication skills and over 20 years experience specializing in Call Center solution design and delivery. Particularly skilled in: • Building and leading cross-functional and geographically diverse teams with delivery to aggressive timelines and goals • Proven ability to combine technical skills with business strategy to deliver innovative solutions • Strong written and verbal communication skills with ability to communicate complex information clearly and succinctly • Thinking strategically and transforming goals into measurable deliverables in diverse organizations
Experience
Sr Manager, Pbm Call Center Technology
Jun 2013 — Present · Scottsdale, AZ, US
Application owner and leader of a team of Product Owners for the following PBM applications: Aspect eWFM/APM. Cisco ICM (Call Routing/CTI), Avaya Proactive Contact (Dialer), Moxie (Concierge Email), Call Recording (Mattersight, Verint)• Technical solution reviewer/approver for all application vendor SOW engagements• Realized $400K annual savings in first 4 months through team reorganization and rightsizing • Actively partnering with Office of CTO for vendor solutions that align to long term enterprise strategy/vision• Enterprise Call Routing vendor/solution re-assessment and CBA resulting in $2.4M in cost avoidance• Product owner/SME for IVR telephony: Inbound 5M calls/month and grew Outbound from 900K to 4M/month• Created 1-3-5 year telephony platform strategy roadmaps aligning business and enterprise• Established new HPSM ticket intake and resolution process to achieve IM Tickets 100% within SLA• Designed Voice User Interface curriculum then selected and led vendor through delivery to 20 team members• Led all phases the Aetna Stability-Outbound Redundancy project including: system architecture, RFP creation, Vendor SOW ensuring the quality of Vendor deliverables and final execution on time/budget• Created and implemented an improved eGain process that decreased processing time from 28 days to 2 days• Strong knowledge of securing sensitive data (HIPAA, PHI, PII) and supporting PCI audits
Education
Texas A&M University-Corpus Christi
Master of Science, Computer Science
Randolph-Macon Academy
High School
United States Air Force Academy
General Engineering
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