I am responsible for helping our clients in their efforts to expand digital marketing, acquire new customers and grow business. My role is multifaceted; I solve for specific digital marketing challenges while building ongoing client capabilities. In addition, I address technology infrastructure issues and identify potential partners. I work with clients primarily in three core areas:1- Harnessing digital marketing to transform business effectiveness We help clients drive higher… Show more I am responsible for helping our clients in their efforts to expand digital marketing, acquire new customers and grow business. My role is multifaceted; I solve for specific digital marketing challenges while building ongoing client capabilities. In addition, I address technology infrastructure issues and identify potential partners. I work with clients primarily in three core areas:1- Harnessing digital marketing to transform business effectiveness We help clients drive higher sales productivity and other performance gains through digital marketing. This shift involves mastering multichannel to generate distinctive and practical insights from digital sources as a starting point for clients to develop new contact strategies, streamline planning and execution processes, and upgrade internal capabilities. 2- Optimizing the customer experience across channels We work with clients to integrate the flow of the customer experience across channels (e.g., face-to-face, telephone), opening up new lead sources, supporting sales for smaller-value transactions, and creating new models for service. We continuously provide new and practical perspectives on the evolving Customer Decision Journey, and work with clients to make the deep, transformational changes needed to support new strategies and capability demands. 3- Design integrated digital customer experience We design appropriate business models and map development pathways for new opportunities by combining insights from digital with an integrated customer experience approach. These new sources of growth can be new products and services or new forms of media that better engage and convert existing online visitors. We also design radically new customer experiences that drive more demand for our clients’ existing offerings. Show less

Collaborated and worked with the IVR, CTI Desktop, Telecommunication and Desktop Applications Integration, Webstats MIS, MQ and team members to resolve production issues as well as implementing new complex solutions. Created and/or modified complex Genesys routing strategies using Genesys IR Designer (reusable parameter driven routing rules) in accordance with high level specifications and application support.