Robert H. Horstman
ADC, The Broadband Company
Senior Manager, Global Customer Service
Application Functional Support, Knowledge Management, Employee Training, Quality & EDI
Responsible for the implementation of CRM functionality for the Contact Centers. Oversaw all agent applications development and enhancements. Accountable for facilitating strategy and prioritizing each strategic IT program for Customer Service. Directed teams that interfaced with IT, Marketing and Sales into Customer Service. Implemented common tools for project management using Project Management Institute principles and Rational Systems development tools.