Waterfield consults, designs and renders customized onboarding to thousands of complex CX initiatives every year. You've likely already worked with Waterfield before. We've been the subcontractor of choice for all the major CX technology providers and industry VARs helping them deliver on projects. Waterfield is one of the few companies whose SERVICES and TECHNOLOGY portfolio spans across legacy premise-based, hybrid and private/public cloud ecosystems. We can be nimble and responsive to nearly every contact center deployment type and are uniquely positioned to help customers with their digital transformation to the Cloud since we know their premise infrastructure.Our end-to-end CX Managed Services combine CX Strategy, Technology, Natural Intelligence, AI, Automation with a CX Roadmap. We partner with leading technology providers to complete the capabilities portfolio and deliver CX excellence across the customer lifecycle.

UNIVERGE BLUE® ENGAGE ENGAGE is an omni-channel enterprise grade contact center environment that can be added to any phone system. You don’t have to be an NEC customer to use our ENGAGE contact center offering. It can be layered on top of whatever phone system you are using today. Deliver the ultimate customer experience, whether voice centric or a full-featured Omni-channel. Exceptional performance – bolstered by built-in omni-channel, custom integrations, inbound/ outbound capability, scheduling management, workforce optimization, and much more.Customizable IVRSmart Greetings (ETA/Position in Queue)Text-to-SpeechAutomatic Call Distribution (ACD)Skills-based, Conditional and Data Driven RoutingCallback & Voicemail Queuing Agent Desktop Application or Web UI Real-Time Agent and Queue DisplayPerformance DashboardsHundreds of Historical & Graphical ReportsPre-built integrations (e.g., Dynamics, Salesforce, Zendesk, Slack)Agent Outbound Calling CampaignsDynamic Outbound Notifications (Voice, Email, SMS)Agent Scripting / Agent Workflow WorkForce SchedulerQuality Management And Much More… See Feature / Functionality Matrix for Details

My role is to execute our GTM initiative through select strategic alliances, partners and targeted micro-vertical markets. Our enhanced integrated portfolio (UC + CC + IVR + CRM) addresses many of the initiatives, that business users have been attempting to garner from premise-based technologies, without forfeiting security and control. Our ability to quickly activate, configure, deploy and customize a Customer Interaction Management solution within a matter of weeks, is a significant advantage within this Cloud transformation era. EarthBend360 is a Cloud Service Provider, specializing in Customer Interaction Management Solutions* Reliability and Scale of a multi-tenant Cloud Omni-Channel Contact Center (n+1 geo-redundant).* Enhancing CX Experiences via speech-enabled IVR (i.e. self-service) and Look-Ahead Routing.* WorkForce Optimization * Satisfying rigorous Security and Compliance requirements (VDI delivery to Biometrics authentication)* Offering Cloud Unified Communications (Stand-alone or Fully Integrated with Contact Center) * Leveraging the flexibility of a robust CRM to easily modify the Routing & Reporting of Omni-Channel Contact Center and IVR interactions, as well as extend Mobility and Knowledge Management. * CRM addresses needs of Marketing Automation, Sales, Help Desk, Case Management and Finance. OUR GOAL IS TO MAKE INTERACTION MANAGEMENT EASIER, PRODUCTIVE AND AFFORDABLE.

Strategic Account Manager that aligns resources to support assigned strategic business partners and their entrusted client engagements. My talented team collaborates with the partner and customer to map applicable omni-channel contact center applications to the business requirements of both IT/Telecom and the business sponsors. The focus is on the outcome, which is to render a measurable result (increased revenue, cost savings and improved customer satisfaction). Enghouse Interactive (pronounced Enj-house) enables the management of omni-channel interactions across the organization. With a comprehensive portfolio of customer management solutions, Enghouse Interactive maximizes the value of every customer interaction. Core technologies include omni-channel contact center, web chat and sms overlay solutions to existing ACD's, proactive outbound campaigns, multi-media survey's, knowledge management, IVR, mobility and web self-service apps, quality management, call recording, call accounting, workforce management and attendant console solutions.We differentiate ourselves, based on the portfolio we bring to market, which can be deployed as stand-alone application or fully integrated solution comprised of multiple components/modules. We differentiate ourselves, as being that "Independent", that can support practically any telephony environment and every modality (on premise, private cloud, hybrid, community cloud and public cloud). We differentiate ourselves, based on "How" designed solutions can be consumed (acquired), such as perpetual, subscription, SaaS and a mixture of all three. We offer migration credits associated to transitioning from a competitor to Enghouse Interactive, as well as migrating an Enghouse Interactive application from on-premise to cloud. We simply offer a better investment protection value. We differentiate ourselves, based on solely focusing on the application layer and not attempting to be everything to everybody.

I'm responsible for supporting our Business Partners and Customers in understanding the benefits that are leveraged from the innovative CTI offerings of Zeacom (an Enghouse Interactive company).EVERY customer is unique and ALL have business challenges they face each day. My team's purpose is to identify, design and position how advancements in technology and refinement of business processes can address the costly business issues of our customers interactions. The technology offering is the Enghouse Interactive Suite, which includes applications that have been designed to integrate together or function as a stand-alone. The flagship of this technology suite of unique applications is the Communication Center (EICC), which renders a robust multi-media contact center, business process automation and unified communication set of capabilities.The multi-media contact center is designed to OPTIMIZE the various interaction workflows (i.e. customer service phone calls, emails, faxes, etc.). The BUSINESS PROCESS AUTOMATION is where we identify areas of the business that could benefit from Integrating and Automating some of the business processes (i.e. bill pay, order status, appointment reminder). The UNIFY is our UC offering and ties the whole organization together, enabling them to communicate as one. What Our Team Offers:In-Depth Discovery & Needs Analysis (Identifying the core Business Issues we can resolve together) On-site and Remote Presentations and Demonstrations Working together to identify and demonstrate various contact center and business scenarios on how our designed products/services can impact them. Supporting Analysis of "HOW" our proposed technology address the business needs of the client.Design and Configuration of an appropriate solution Proposal and RFP Support Developing ROI’s Forecast and Reporting

My role was to support assigned Channel Partners, identify and enlist new Channel Partners in specific regions across the US and sell direct in regions where there wasn't adequate Channel Partners. I also sold and managed larger strategic accounts.

USMC Attack Helicopter Squadron Directed staff of 35 personnel in overseeing all operational and administrative aspects of aircraft maintenance activities.Developed technical programs and conducted training for various courses, involving work center assignments and procedures, safety, leadership, files management, computer applications, hazardous material, and military policies.Conducted comprehensive in-process and final inspections of all projects performed within Work Center Division.Awards for Outstanding Achievements National Defense Service Medal, Southwest Asia Service Medal, Kuwait Liberation Medal, Good Conduct Medal Meritorious Unit Commendation, Meritorious Mast, Armed Forces Expeditionary Medal, Joint Meritorious Unit Award United Nations Medal, Physical Achievement Award, Letter of Appreciation: Operation Restore Hope and the Somali People, among others.