Implement customized, cloud-based software solutions from the world’s leading contact center SAAS company for enterprise level customers across various industries in both the public and private sectors to provide a unified omnichannel communication platform, standardizing their customer experience and simplify agent processes. Collaborate with global organizations to assess needs and develop requirements to design specialized call flows to meet their specific needs. Demonstrate and consult on industry best practices. Work closely with internal cross functional teams to ensure voice, chat, and email channels coordinate and provide an efficient, seamless communication experience for existing and potential customers. Participate on internal teams to improve hiring and training of new team members, to accelerate their speed to proficiency. Member of document management council working to review internal processes and documentation reduce implementation timeline. Lead coach for Knowledge-Centered Support. Train and support team members in creating knowledge base articles to improve overall understanding and empower both internal and external customers to be self-sufficient with the platform.

Work jointly with enterprise level customer teams to meet contact center needs. Coordinate with internal teams to ensure customer satisfaction with NICE inContact products and improve customer experience. Collaborate and consult on the architecture, and deployment of call flow designs and enhancements. Increase customer efficiencies by optimizing the performance of NICE inContact products. Apply industry best practices to meet customer business objectives and drive product adoption. Peer coaching for Knowledge Base expansion.

Ensure completion of technical and business tasks for SMB and Enterprise customer implementations. Collaborate and consult on the architecture, configuration, and development of call flow designs. Increase customer efficiencies by optimizing the performance of NICE inContact products. Apply industry best practices to meet customer business objectives. Manage implementation projects for SMB customers. Train and mentor new and junior level staff.

Managed implementation projects and timelines for InsideSales teams within SMB and mid-market clients. Configured custom designs, system integrations, and communication strategies. Trained system administrators and end users on configuration, deployment and utilization strategies. Consulted on sales acceleration principles and best practices with a focus on predictive analytics, gamification, communications, and data visualization. Deployed sales acceleration suite for Salesforce and InsideSales.com’s platform.

Worked directly with existing customers to drive utilization and implement proven sales strategies. Built solid working relationships with stake holders to increase visibility successful sales practices. Upsold additional products and licenses. Designed and executed dynamic dialing plans to quantify sales strategies to drive growth.

Managed strategic accounts in the leasing and equipment finance industries. Developed and field tested a mobile application and user guide utilized by field inspectors. Participated in marketing efforts through advertising and industry events.

Created and instituted quality assurance process to enhance customer experience. Hired and managed the QA team.

Collaborated with software engineers to design and build a proprietary online asset verification application. Recruited and managed a nationwide network of over 3000 independent contractor field inspectors to fulfill requests to confirm the presence and condition of financed equipment.