Daniel Acosta Email & Phone Number

Houston, Tx, Us

Remote Based Role

As a Calabrio Sales Engineer, play a crucial role in the pre-sales process by leveraging my technical expertise andproduct knowledge to assist the sales team in closing deals and exceeding revenue targets.• Work closely with both customers and our internal sales teams to understand customer requirements,demonstrate product capabilities, and provide technical solutions.• Develop an In-depth understanding of Calabrio's products, services, and solutions.• Serve as a technical… Show more As a Calabrio Sales Engineer, play a crucial role in the pre-sales process by leveraging my technical expertise andproduct knowledge to assist the sales team in closing deals and exceeding revenue targets.• Work closely with both customers and our internal sales teams to understand customer requirements,demonstrate product capabilities, and provide technical solutions.• Develop an In-depth understanding of Calabrio's products, services, and solutions.• Serve as a technical expert on Calabrio's portfolio, providing insights and guidance to customers and the sales team.• Collaborate with the sales team to identify customer needs and tailor product demonstrations andpresentations accordingly.• Conduct product demonstrations and technical presentations to potential customers, showcasing the value of Calabrio's solutions.• Respond to technical inquiries from customers, addressing questions and concerns effectively.• Create customized technical solutions and proposals that align with customer needs and demonstrate theROI of Calabrio's products.• Build and maintain strong relationships with customers, serving as a trusted advisor throughout the salesprocess.• Partner with the sales team to strategize and execute on sales opportunities, ensuring successful dealclosures.• Collaborate with internal teams to provide technical guidance and support during the sales cycle. Show less

Texas, United States

Texas, United States

• Responsible for expert level support and configuration of call center applications.• Makes recommendations regarding budget projections and project management. • Works with customers at all levels in the organization to enhance their understanding of available tools to enhance operational efficiencies.• Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product… Show more • Responsible for expert level support and configuration of call center applications.• Makes recommendations regarding budget projections and project management. • Works with customers at all levels in the organization to enhance their understanding of available tools to enhance operational efficiencies.• Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management, business development) representing the customer requirements for complete business process life cycle.• Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners.• Build and define operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability and quality. Show less

Houston, Texas Area

• Represent the call center operation as a business process owner for changes to existing processes, the development of new processes, and system requirements.• Development and practical application of standard business processes.• Manage the relationship between IT and call center business owners.• Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management… Show more • Represent the call center operation as a business process owner for changes to existing processes, the development of new processes, and system requirements.• Development and practical application of standard business processes.• Manage the relationship between IT and call center business owners.• Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management, business development) representing the customer requirements for complete business process life cycle.• Calabrio WFO content expert (QM, WFM, Analytics)• Proficient on PCCE/UCCE Scripting• Proficient on WebEx Contact Center Scripting• Maintain and support Cisco Call Manager for PCCE• Create and maintain IVRs for call center and non-call center groups. • Provide training on the various call center applications, reports and metrics. • Serve as liaison and escalation point for issues impacting operations in all call centers.• Participate in the calibration sessions with clients, and review calls for process and product improvement.• Work collaboratively with client services or product team to gather, analyze and make recommendations based on customer data that improves the client's efficiency.• Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners.• Build and define operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability and quality. Show less

Miramar, Florida

• Work closely with the Operations leadership team in performing high-level analysis. • Assist in defining, developing, and integrating business reports and applications for Operation Management.• Overseeing current and future project flow of any report automation.• Review data, conducts integrity checks, validate all input and output for accuracy.• Research problems, determine root cause; identify solutions and present options with audit trails.• Create and distribute… Show more • Work closely with the Operations leadership team in performing high-level analysis. • Assist in defining, developing, and integrating business reports and applications for Operation Management.• Overseeing current and future project flow of any report automation.• Review data, conducts integrity checks, validate all input and output for accuracy.• Research problems, determine root cause; identify solutions and present options with audit trails.• Create and distribute daily/monthly reports as requested by Operations and WFM Leadership. • Provide accurate and timely information and analysis regarding workload, and service performance.• Create and maintain WFM reporting process and procedure documentation.• Maintain and Analyze data in Calabrio WFM• Design and maintain Symon Board Monitors using vendor software and SQL.• Develop, implement, and support company-wide audit tracking and trending systems through synthesis of data related to business trends, operating manuals/procedures, business guides and other pertinent documents.• Develop, implement, and support all operational audit requirements, specifications, business processes, and provide recommendations related to any propose solution. • Analyze business functions and recommend process improvements.• Develop, implement, and support system reports.• Currently serving as Acting Workforce Planning Manager.• Serve as a strategic liaison for key initiatives between departments such as operations and Information Technology in coordinating system development with other departments as appropriate.• Analyze system operations during and after implementation recommending ongoing solutions. Show less