Denise Riedel Email & Phone Number

Durham, North Carolina

Phoenix, Arizona

Oversees all day-to-day networking and telecommunications operations including project management and completion, process and system improvements, personnel responsibilities, budget management, and team development. Leading a team of 10 through a transition to Kanban (Agile for infrastructure); conducts daily stand-ups, resolves issues inhibiting team members from completing tasks, and ensures deliverables are met on-time on a bi-weekly basis. Conducts information gathering for cost of improvements in order to extend infrastructure to the company’s newly acquired call center.➮ Significantly reduced the telecommunications budget and network spend by 7-figures by working with vendors to bundle services, reduce rates and add discounts; collaborated with internal teams to identify and eliminate unnecessary services and hardware.➮ Completed and implementation of Infoblox DDI management system and the migration of DNIS, DHCP, and IPAM to the new system with minimal impact to daily operations.

Phoenix, Arizona Area

Led the Telecom and Network teams and oversaw all personnel responsibilities including hiring, training, discipline, and performance reviews. Collaborated with management on multiple projects. Directed an 18-month conversion from physical to virtual phone lines (PRI trunking to SIP trunking) by coordinating efforts with the Telecom team and multiple carriers; managed project budget, timeline, contracts, RFPs, SOWs, vendors, and staff.➮ Successfully managed the replacement of Nortel and Aspect phone systems with Avaya PBX with minimal impact to business or internal users.➮ Successfully completed the conversion from PRI to SIP trunking with zero service interruption by effectively planning and managing the project.➮ Achieved a 98.9% satisfaction rating from team members by re-engaging staff, updating and aligning job descriptions, promoting staff appropriately, creating performance measures, and defining clear career paths for all staff members.➮ Prevented a brute force attack incident by ensuring proper system configuration through strategic planning and conducting regular system security checks. ➮ Drove customer and internal team satisfaction by suggesting and implementing a Callback Assist automatic callback feature to mitigate long hold times.

Phoenix, Arizona Area

Led 4 team members and additional internal teams through the implementation of a new phone system for the entire company (Avaya PBX). Managed the project budget, project timeline, and staff resources. Updated the Verint Workforce Optimization system and 2 other platforms which assisted managers with scheduling internal agents. ➮ Delivered the multi-year Avaya PBX implementation ahead of schedule by effectively leading the Telecom team and coordinating efforts across multiple internal departments.➮ Improved overall quality of the call center experience by upgrading to Verint Workforce Optimization system, which enabled greater call monitoring and agent scheduling capabilities.

Phoenix, Arizona Area

Advised management and internal customers on the most effective call routing solutions to provide the best customer experience possible. Implemented technology solution to offset long hold times. Programmed and maintained Witness system and database. Created reports and evaluation form to meet the business needs of multiple call center departments. ➮ Reduced hold times and improved customer experience and satisfaction by giving agents greater visibility of call center statistics on new reader boards which motivated them to manage their calls more efficiently.➮ Enabled management to drive quality standards by utilizing Crystal Reports and Aspect’s Real-Time reporting capabilities.➮ Initiated call routing and real-time reporting for Genesys IVR by effectively leading the Telecom team; established clear objectives, defined and monitored project schedule, and ensured timely completion.

Scottsdale, Az

Omaha, Ne