Adele Clark Email & Phone Number

• Responsible for regional revenue delivery approx. 34 million a year• Provide support for administrative and methodology support delivery for Project and Program Managers.• Mentoring of direct reports as well as regional resources.• Escalation management for complex projects and situations.• Develop cohesive relationships with external and internal customers.• Problem resolution for situational issues and project/programs.• Responsible for hiring new talent for Project and Program Management positions

Sandy, Utah

Avaya Program Experience - Thorough understanding of application and user interface design, Enterprise Communication, Call Center systems and adjuncts for Financial services, Retail and Systems integrator/Service provider, State and local government and College/University systems.• Program/Project Manager for Multi-site, SIP, VOIP Communication Manager, remote gateways, IVR, IC/OA, Modular Messaging, CMS, SAL, Session Manager, System Manager, Verint/Centerbridge, Avaya Integrated Management (AIM), Complex dialer/IR integration for customer survey and Avaya Call Back Assist.• Program/Project Manager for Multi-site VOIP Communication Manager, remote gateway project involving 50 sites, eCAS, Modular Messaging, CMS and Call Center Consolidation• Program/Project Manger for complex IP telephony Communication Manager installation between Canada and US including VoIP IR, IC/OA, call Center.• Program/Project Manager for Multi-site PBX upgrade to Communication Manager, CMS consolidation including ICM/Geotel, WFM, IEX, etalk and Genesys, over 200 sites and multiple Core locations in secure data centers.• Program Manage large complex University Campus environment including PaeTec integration, Mutare Integration, Covert voicemail for 5000 users, Convert ATM to new IP infrastructure for 12,000 users, complex e911 integration with Campus and Local PSAP, AIM, Prognosis, SIP and IP softephones and hardphones, Avaya presence, Contact Center, CMS

Contact Center Consulting & Integration: • Contact Center Manager – Interaction Center (IC) Implementations including Operational Analyst, Contact Center Express, Elite Multi-channel• Avaya Experience Portal, IR and CPE voice response system• Software – flatten and consolidation of large enterprises• Voice/Call routing (Expert Agent Selection, Advocate, Best Services Routing, Virtual Routing• Call Center Consulting • CMS, IQ, BCMR, Wallboards, Basic Call Mgmt Reporting, Operational Analyst (OA), •

• Manage and implement projects for new telephone systems, upgrades and changes to existing phone systems ie: Merlin Legend, Definity Prologix Definity G3SI, G3R, Intuity Voice Mail, Audix Voice Mail, Legend Mail, Octel Messaging. • Extensive Project management, customer service and vendor relations.• Deliver administrative and end-user training.• Extensive Network, Call Routing Design, Call Center Applications. • Coordinate and implement highly technical sales applications. • Maintains consistently high performance in Customer Satisfaction.• Gather all costs associated with projects and manage to those costs.•Design and implementation of Medium telephone systems i.e.: System 25 Merlin II, Spirit 1224 / 2448, networking and call routing design.

Education record

• Project Management Professional (PMP) Certification • Current PMI (Project Mangement Institute) affillation

Business Management Certificate