I successfully managed a team of 2 employees and provided working assignments for 2 internal contractors. I was responsible for overseeing and implementing various digital technologies for the enterprise, ensuring optimal performance and customer satisfaction.Key Achievements:• Successfully deployed 20 new implementations and 13 migrations onto the Genesys Digital Platform for OptumRx, Optum Financial, Optum Care, and Enterprise Clinical Services businesses, streamlining their digital operations and improving customer experience.• Led the deployment of the first Chatbot deployments for the enterprise, enabling efficient handling of prescription drug order status and member log in / registration inquiries.I demonstrated exceptional leadership skills, ensuring effective team collaboration and achieving key milestones in digital technology management. I contributed to the company's growth and success in providing cutting-edge digital solutions to enhance customer interactions and drive operational efficiency.

I was responsible for managing various aspects of contact center technologies and ensuring a seamless customer experience across multiple channels. I demonstrated expertise in identifying opportunities, designing experiences, and defining product strategies to enhance customer interactions and drive business growth.Key Achievements:• Successfully implemented new Omni-Channel capabilities, resulting in improved customer satisfaction and increased engagement across multiple channels.• Designed and executed an enhanced customer experience for Outbound Dialer, IVR, Chat, and Click to Call functionalities, resulting in streamlined processes and improved efficiency for contact centers.• Played a pivotal role in managing the Omni-Channel presence on the Best Buy Mobile App and Website, contributing to increased customer engagement and revenue generation.• Defined and executed business continuation and operational readiness plans for IVR and Chat applications, ensuring uninterrupted customer service during critical situations.• Led the project management efforts for the delivery of a Natural Language IVR, resulting in significant cost savings and enhanced customer experience.I consistently demonstrated strong leadership skills, technical expertise, and a customer-centric approach to drive innovation and deliver exceptional results. I played a key role in transforming customer interactions and contributing to the overall success of the organization.

I successfully managed the performance and development of a Business Technology Analyst and played a pivotal role in driving the strategic direction of the Telephony Support Team. With a strong focus on customer experience, I effectively managed multiple IVR systems and applications to optimize call handling and enhance customer satisfaction.Key Achievements:• Successfully defined and executed the business strategy for the Telephony Support Team, resulting in improved call handling processes, reduced wait times, and increased customer satisfaction.• Implemented various initiatives and enhancements to the Retail Banking IVRs, resulting in improved self-service capabilities, reduced call volumes, and enhanced customer experience.• Efficiently managed the CTI and Dialer applications, leading to increased agent productivity, reduced call handling times, and improved overall contact center performance.• Provided valuable insights and recommendations for enhancing the customer experience in Mortgage IVRs, resulting in improved self-service capabilities and increased customer satisfaction.I consistently demonstrated strong leadership skills, a strategic mindset, and a customer-centric approach to optimize telephony support operations. I contributed to improving the customer experience, increasing operational efficiency, and driving business growth for the organization.

I successfully managed and led various projects related to IVR systems and contact center operations. With a strong focus on scope, design, and development, I consistently delivered high-quality solutions and exceeded client expectations.Key Achievements:• Successfully managed and delivered a $10 million IVR Project for the New Jersey Department of Labor, meeting all project objectives and exceeding client expectations.• Led the development of an Insurance Billing and Membership IVR, resulting in improved customer experience, increased self-service capabilities, and reduced call volumes for the organization.• Implemented content and procedural changes for contact center agents, leading to improved agent performance, enhanced customer service, and increased customer satisfaction for a retail company.• Successfully supervised the installation and configuration of the CTI/Desktop system for a Human Resources contact center, enabling smooth operations and efficient agent workflows.• Led the Testing team for the development of a Human Resources Web Portal, ensuring high-quality standards and a flawless user experience for the client.• Collaborated on the successful implementation of a natural language IVR application for a large telecommunications company, meeting all project requirements and enhancing customer self-service capabilities.• Developed a touchtone IVR application for a Health Provider, providing an efficient and user-friendly customer self-service solution.I consistently demonstrated strong project management skills, technical expertise, and a commitment to delivering exceptional results. I successfully contributed to the success and growth of the organizations I worked with.