PROFESSIONAL PROFILE

Oren Rosenthal is a customer service innovator, specializing in multi-channel support programs. His areas of industry expertise include knowledge management, customer self service, and senior computing, all with the common theme of using online tools to reach broad audiences. He is an award-winning web site producer with degrees in business administration and computer science. His industry experience includes computer hardware and software, appliance services, healthcare, and defense.

For questions about this web site, please e-mail:
oren @ orenrosenthal.com.

Strategic Program Management

Dell Guided Path
At Sears Home Services I develop on-demand technical solution capabilities for phone support agents. While at Dell I drove strategic requirements for Guided Path, an online technical support interface modeled on the empathetic and triage skills of live agents. This channel integration effort ensures that the support experience is consistent across all channels, and encourages customers to change channels based on the optimal overall support experience.

Dell Vista Portal
As founder of Elderado Technologies I utilized industry research plus the results of my own surveying, focus groups, and interviewing to segment and size different markets for senior computing services and software. Based on my findings, the company's focus evolved into service offerings and customized software tools for the "active seniors" and "oldest old" demographic groups.

Web 2.0 / Online Community

Digi-Block Community
As Self Service Program Manager at Dell, I determined the strategy of integrating content and findings from the Dell Community Forums into Dell's online portal offerings. I developed the content strategy for Dell's agent-facing Wiki. At the educational supply company Digi-Block I created online forums for elementary math teachers.

Multichannel Communications Programs

Silverlink Communications
At Dell I coordinated web initiatives with phone, chat, and e-mail support channels. At Silverlink Communications I designed and managed automated outbound IVR calling programs for 11 companies in the healthcare field, including two Fortune 100 corporations, and a multichannel financial services application (web, e-mail, SMS, phone.) I have managed banner ad campaigns for Open Market and Digi-Block.

Interface Design

Elderado Main Screen
At Elderado Technologies I designed and built a simplified computer interface for seniors based on primary research. At Dell I designed and oversaw extensive usability testing protocols utilizing state-of-the-art facilities. The findings were incorporated into our online portal strategy.

Web Site Production

Open Market Homepage
As Web Site Producer at eCommerce pioneer Open Market, Inc., I led a cross-functional team of designers, programmers, and DBAs to manage corporate web site design and content. During this period I oversaw the site's migration through three of the company's own eCommerce and publishing platforms.