|
Terry Ricci is a high energy, customer focused individual who consistently holds herself and her team to very high standards when it comes to ensuring a positive customer experience. These standards are focused on ensuring customer relationships and customer satisfaction are maintained and exceeded at all times. Terry prioritizes issues extremely well and consistently balances the needs of delivering customer quality service and results against corporate strategies and initiatives while continually looking for new ways to improve processes and deliverables. In the case of OACCAC (Ontario Assossication of Community Care Access Centres), it was necessary to develop new procedures to capture and document complete project deliverables on behalf of the client and Allstream. Terry took the initial process and refined it such that the customer now views this process and practice as the reason for Allstream’s consistent repeated successes. This process became the basis for future role models for delivering Unified Communications in the enterprise market. To date, Allstream can report 100% on time delivery and satisfied customers with each implementation due to this process and the team that supports it. With respect to the Government of Quebec project, Terry was able to turn a bad customer experience into new business opportunities for Allstream. The Government of Quebec lacked trust and confidence in Allstream’s ability to deliver solutions on time and competently. Terry rebuilt a positive customer experience by not only focusing on delivering the results they were expecting, but over-delivering on the promises. With her project team, she determined the best approach that would ensure consistent, high performance service delivery to the customer’s requirements and led the change management process to ensure the customer experience throughout the duration of the contract lifecycle not only meets, but exceeds all expectations. This brought the project back on track and significantly improved the relationship and experience with this customer. And this project generated higher revenues than expected. The Government of Quebec regained its confidence in Allstream, who has become a trusted advisor and is positioned for future business opportunities. The OACCAC project is being nominated for the Best Practices Award in CPEX 2008 (Canadian Project Excellence Conference), which recognizes outstanding performance and achievement through the application of recognized project management best practices. The Government of Quebec project is being nominated for Leadership Excellence Award in CPEX 2008, which recognizes outstanding leadership and sponsorship that resulted in improved project results and enhanced organizational productivity. Terry sits on the 2008 CPEX advisory board as a result of her focus on customer service excellence, the cornerstone of Allstream’s Project Management methodology. |