Representative Project Experience:· Formulated strategic sourcing strategy (Hanover Insurance)· Successfully outsourced over a dozen business processes (Prudential Financial, Guardian Life, Hanover / life, annuities, group/health, P&C insurance)· Designed inbound reservation sales strategy (Budget Group & Ryder / transportation) · Large-scale technical support outsourcing (Netscape, Compaq Computer, Ameritech, Acer, Microsoft, Sun Microsystems / high tech.)· Conducted helpdesk / customer service benchmarking study (Nortel / technology)· Opportunity identification, business case development & program charter (multiple / insurance)· Performed eCRM outsourcer selection (Bank of America / banking & brokerage)· IVR & eService enhancements (Delta Airlines, Hallmark Cards) · Consolidated two contact centers (Astra Zeneca / pharmaceuticals) · Fulfillment center re-engineering PMO (Eckerd / mail order pharmaceutical fulfillme