SUMMARY:

• Highly motivated professional with 20 years of experience leading functional operational teams to exceed performance metrics, deliver A+ customer service and maximize efficiency.
• Account Management
• B2B Sales Management
• Business Analysts
• Change Management
• Contact Center Architecture
• Contact Center Leadership
• Conflict Resolution
• Genesys Pure Cloud Management
• Lean Six Sigma
• IT Operations Migration
• Omni Channel Architect
• Jira/Smart Sheet Project Management Tracking Apps
• Merger & Acquisition experience.
• P & L/Budget Optimization
• SAP/ERP Management
• Salesforce CRM Management
• Service Now Specialist
• Splunk 7.3 Management
• UAT Testing Specialist
• Vendor Management
• Verint Knowledge Management

PROFESSIONAL EXPERIENCE:

Confidential

IT Project Manager

Responsibilities:

• Hogarth produces and deploys content across all of your channels to drive growth and client engagement.
• Planned and managed multiple concurrent complex production projects, globally and domestic.
• Developed IT Project infrastructure and lead improvements to create/revise departmental standards, specifications, procedures, and best practices.
• Worked effectively within an agile team, including leading scrum ceremonies such as standups, sprint planning, sprint reviews, and retrospectives to develop a clear understanding of the business needs, define the project goals and charter, and ensure alignment with strategic objectives.
• Facilitated daily health checks with global tech teams, iteration planning, sprint reviews, and iteration retrospectives.
• Applied project management tools/techniques, tracked projects using Smart - sheet, updated continuous productivity, related change management.
• Proficient in project management best practices & methodologies.
• Assisted in the development of an EMEA team culture, including but not limited to driving regular team meetings (sprint planning, roadmap planning, retrospectives, etc.), team building activities, hackathons, etc.
• Mapped out blockers and dependencies; Communicated & establish mutual commitments with related external teams and displayed regular project dashboards and communication project health plans to senior management.

Confidential

IT Project Manager

Responsibilities:

• Lead large, complex enterprise organization through a transformational shift to the Scrum ways of working.
• Defined the project scope, including developing a project plan, deliverables, reviewing the proposed budget and assessing what is to be included or excluded from the project work.
• Tracked all ongoing projects using Smartsheet or JIRA applications.
• Provided leadership in supporting functional delivery of global customer solutions.
• Facilitates daily team stand - ups, iteration planning, sprint review, backlog grooming and iteration retrospective.
• Evaluated the EMEA project team needs for each campus and ensured the correct team is in place to deliver the transitional support guidance
• Managed client expectations, flagged operational risks and provided senior management with weekly productivity dashboards and additional communication plans.
• Fostered effective health check morning meetings, welcomed honest feedback in a solution driven environment.
• Worked closely with the EMEA tech team on implementing IT strategic vision across the company.
• Experienced leading large IT corporate projects within digital marketing environment and have exposure handling infrastructure projects, telephony, and potentially application projects.
• Promoted positive change culture and process improvements initiatives in all areas including Salesforce.com.
• Made strong recommendations regarding the usage of the following apps: ERP, Fieldglass, Oracle), SaaS, AWS to promote renewed efficiency within specific departments.
• Genesys Universal Routing Network ACD Functionality and creating Visio Call Flow Routing
• Documented and archive project activities, deliverables with specific time lines.
• Recommend best solutions based on understanding of business issues.
• Setting project goals and coming up with plans to maintain the Genesys Pure Services platform
• Managed resources for projects, such as computer equipment and employees.
• Acted as the primary point of contact for project team members, developed implementation schedules tech stakeholders to follow.
• Implementing IT strategies that deliver projects on schedule and within budget

Confidential

Contact Center Business Analysts

Responsibilities:

• Performed team lead duties, and documented the current call center processes, highlight immediate short - term efficiency process. Made recommended system changes, captured operational gaps.
• Highlighted in best practices that can be addressed long-term.
• Demonstrated mastery of call center operational process, staff goal setting, coaching, developing strategies and solutions to enhance KPI's and productivity benchmarks, creating robust dashboards and health check reporting using Smartsheet.com
• Experienced in Customer Engagement or Customer Experience
• Developed new ways to achieve high levels of customer loyalty and satisfaction.
• Provided background and experience with contact center best practices and the use of Unified IP cloud solution technologies such as NICE/Incontact.
• Solid understanding of contact center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one

.

System Engineer

Confidential

Responsibilities:

• Managed Banking change management activities and plans which include change impact outages, assessments, stakeholder analysis, communication planning, sponsorship planning, stakeholder education, and resistance management this includes business needs.
• Proficient using Verint Knowledge Management WFM tools.
• Proficient understanding of SAP/ERP software solutions and of the consulting business processes.
• Interim Vendor management responsibilities included, activities such asselecting vendors, negotiating contracts, attending controlling costs % meetings, reducing vendor-related risks and ensuring service delivery.
• Adapting to rapid changes and understanding the severity and impact of these changes in order to support and use future technology.
• Coordinates with and specific escalation team to development and interact with external teams. Escalation team owns all open INC tickets which are managed within Remedy app.
• Managed a geographically diverse team made up of (15) of representatives from Network Engineering, Software Design, Systems Analyst and our awesome IT Customer Support teams, among others on our voice/data network capacity meets existing and future requirements.
• Ensured support team members are equipped with the tools and knowledge necessary to deliver world-class support services.
• Demonstrated impact proficiency with granting user access privileged entitlement ARMS, and reporting.
• Supported Banking metrics, business impact, and team performance.
• Interacted with additional decision-makers regarding new change work plans and timelines, for change management work orders, resource allocation. Tracked and controlled all aspects of service delivery to ensure project objectives are reached to customer satisfaction within the scope.
• Orchestrated continuous leadership and training, motivate teams to have a sense of urgency and take accountability for customer-related concerns. Both IT support and customer service teams are dedicated to fostering the best customer experience and interactions that are friendly, resolute, and sustainable.
• Investigated the root cause of Network switch related malfunctions provided additional troubleshooting oversight to restore Networks/ Data Voice back online to the working functionality
• Configured VLANs, VRFs/Routing Instances, and BGP routing between switches and tested live traffic over circuits, including failovers using Bi-Directional Forwarding Detection
• Experienced with defining the testing strategy for large scale programs and ensuring requirements traceability throughout the system development life-cycle and leading testing efforts, including experience with all phases of testing: System Integration, User Acceptance, and Performance Testing
• Served on the Change Management Committee Board to discuss all critical changes possibly impacting the AMRS Region environment for Online Trading
• Developed new ways to achieve high levels of customer loyalty and satisfaction
• Improved the technical resolution engagement process for Remedy & Splunk 7.3 application+ service tickets within Banking SLA compliance requirements.
• Successfully designed and managing the Banking delivery of internal and external business systems/applications, systems interfaces, and technologies
• Responsible for team mentoring and handling escalation incident types. Effectively solves problems that cross organizational boundaries, obtaining full commitments throughout the organization

Confidential

Call Center Management Consultant

Responsibilities:

• Worked with clients to achieve the very best in customer success and performance indicators, ensure ongoing high client satisfaction and renewals are achieved
• Used consulting skills and in - depth Contact Center industry and functional knowledge in the execution of assignments.
• Generated and qualify leads+ added to my sales funnel and monitored using Salesforce.com
• Financial management and budget reporting vs actual, run rate, and other financial/program KPI s
• Developing sales strategies to acquire potential new buyers or end-user customers.
• Experienced in Customer Engagement or Customer Experience
• Generated new business through prospecting, cold calling, scheduling appointments and building relationships
• Provided input into engagement decisions including work plan and timeline, project management, resource allocation, and career development of staff members
• Provided background and experience with contact center best practices and the use of Unified IP cloud solution technologies such as Genesys Pure Cloud, NICE 6.1, Aspect WFM, Five 9, Talkdesk
• Overseeing vendors who deliver projects or project deliverables.
• Conducted performance analysis utilizing the system and human generated data.
• Solid understanding of contact center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one.
• Designed, debug and develop applications in Python in the Eclipse/Pycharm Environment.
• Applied practical experience with the full life cycle design and implementation of contact center client projects.
• Experienced selling multiple complex contact center SaaS software solutions and services portfolio sales for small to large enterprise accounts. Quota responsibilities are 3M + contract value within assigned S.E. territory.
• Demonstrated mastery of call center operational process, staff goal setting, coaching, developing strategies and solutions to enhance KPI's and productivity benchmarks.
• Help organizations embrace every changing contact center environment.

Confidential

Sales Project Manager

Responsibilities:

• Developed thriving business relationships with enterprise accounts at the c-suite level. Act as the single point of contact for assigned accounts and sales territory for on-line government surplus auctions coordination and procurement functions.
• Responsible for implementing the rules and procedures that ensure tasks and processes are performed successfully throughout the procurement process.
• Built sales funnel one client at a time. Developed and administer the migration and deployment flows for the SNAP program. Piloted and managed active business capabilities, road mapping organization as well as interdependencies.
• Created dashboard reporting to provide instant visibility as to the migration and deployment status.
• Self-motivated with effective time management skills.
• Responsible for marketing materials relevant research information. Performs periodic business reviews with customers. Prepared cost comparisons to assist in justifying the use of SaaS solutions. Prepared sales presentations and articulated value proposition.
• Self-directed individual with the ability to manage other resources in a matrix environment across Deployment, Support Organizations, and Customer organizations.
• Work with Account Managers and Sales Specialist to identify new prospects to call upon at existing accounts and set up meetings with these prospects.
• Managed full sales cycle from prospecting, developing a pipeline, and closing.

Confidential, Roswell, GA

Senior Contact Center Manager/Systems Engineer

Responsibilities:

• · Experienced managing the day to day activities of the shared services team of 178+ analysts, sales customer support agents, chat agents, help desk, billing administrators.
• Set direction and provides oversight, coaching, management and leadership for the shared services team. Implemented training changes to make processes more efficient, workflows, and systems while enhancing the customer experience.
• Focused operations performance around 1st Call Resolution + Score Card metrics, including but not limited to SLA’s, CSAT/NPS, CRM and Gamification incentives to drive agent’s productivity behavior.
• Continuously monitored OPEX vs CAPEX. Achieved P & L cost - savings of $2 Million in operational expenditures by successfully migrating 39% of non-essential IT tech support. Managed annual budget of $45 Million.
• Consistently achieved customer retention and BPO profitability year after year by 18% since 2014.
• Achieved reduced employee turnover from 48% to 6% by restructuring leadership and stabilizing the environment.
• Performed analysis to solve complex business problems and drive better decisions, including the use of Verint All in One suite, AI Call Analytics’ tools which improved the department’s conversion rating percentage dramatically.
• Experienced in Customer Technologies such as Multi- and Omni-Channel implementation.
• Managed the portfolio of projects from proposal and estimation through project closeout and retrospective defining and standardizing, when it comes to estimation, proposals.
• Established the Voice of the Customer communication channel which allows you to connect and engage with customers daily at key points in the customer journey experience. Capture real-time data, analyze, monitor and make solution improvements. Gained 360 view of customer’s needs.
• Completely reorganized the shared services overlay.
• Managed and increased the effectiveness and efficiency of the Shared Services department through process improvements, service excellence, new policies and the use of NICE/InContact omni-channel to manage inbound inquiry communications.
• Served as a department leader to coach and mentor in order to facilitate the team’s growth and drive results. Orchestrated continuous leadership and training, motivated team to have a sense of urgency and take accountability for supporting customer complaints and foster customer experience interactions that are friendly, resolute and sustainable. The team has been trained to apply the 8 Principles of leadership.
• Managed the point of escalation for complex customer concerns, tracked resolution process using salesforce.com. Experienced with providing solutions to eliminate redundancies, optimize resources and improve employee productivity in large multi-site call center environments.
• Conducted contact center operations needs assessment audit by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completed MIS and security prevention system audits and analysis, managing process improvements and data migrations for quality assurance opportunities.
• Designed architecture solutions using Visio for (6) very unique contact centers using PaaS, SaaS implementation, located in Burbank, CA, Houston, TX, Binondo Philippines, Manhattan, NYC, Roswell, GA, Tampa, FL.
• Implemented a blended full package of integrated new contact center technology SaaS solutions using NICE - Incontact/Salesforce.com, service products which have adequately changed service functionality of the customer support department. Omni-channel Routing integration, NICE CX one analytics reporting, CX one Inview - Performance Agent Management and Workforce Optimization Pro.
• Pioneering the use of omni-channel integration and NICE CX one analytics reporting features along with (WFM) tools to monitor and maintain 97% of calls answered in under 30 seconds, 100% monthly testing compliance, for SLA expectations.
• Built strong relationships with enterprise customers to ensure that account management services are achieve within SLA agreement.
• Achieved reduced employee turnover from 48% to 6% by restructuring leadership and stabilizing the environment.
• Hired and develop high performing talent and teams, while maintaining an environment that promotes employee engagement, camaraderie, and teamwork with a passion for customer experience.
• Tracked and controlled all aspects of service delivery using the JIRA application to ensure project objectives are reached to customer satisfaction within scope. Assessed risks and executed action plans to minimize project risks.