Senior Professional Services Implementations Consultant, 2010-2015Providing professional call center reporting services for Aspect’s customers. • Installation and configuration of software programs like UCC Real-Time Reporting, and Business Objects.• Development of custom Crystal Reports.• Providing training on database tables and fields structure for Aspect Unified IP• Providing training on development of custom UCC Real-Time Reporting Canvases in UCC Producer.• Development of SQL queries to extract report data.

Managed the business intelligence requirements of national call center operations by report development, analysis, report scheduling, automated publishing of reports, collaboration with IT, and ad hoc queries. Responsible for the supervision and directed activities of two direct reports. Additionally, mentored and coached members of a natural work team. Trained all levels of the call center organization on report access, use, and interpretation. Collaborated with management, IT, and call center operations on planning, strategy, and development of reporting activities to meet business needs. Prioritized report requests to ensure timely processing. Monitored reporting systems to ensure 24/7 availability of historical and real-time reporting.• Managed hundreds of scheduled report instances and processes to ensure the automated publishing of several thousand output files per quarter.• Managed several upgrades of reporting systems (Crystal, Aspect DataMart, AIM, Genesys Info Mart).• Implemented new reporting platforms, such as Crystal Reports, Business Objects, and AIM reporting.

Worked in Call Center Command Center environment providing reporting, call routing, and other activities related to call center operations.• Created an Excel workbook that resembled an Access project with forms, database, and reports. Project met business needs to capture and report on data for new program, but eliminated the requirement for software license purchases.• On 24/7 call 50% of the time for call routing needs.• Implemented Crystal Enterprise and Aspect Customer DataMart.

Made service calls to outbound clientele to educate on new products and services and troubleshoot on any ongoing issues.