D Cumming Email & Phone Number

I've been working at the intersection of contact centres and language for the last 15 years and I love thinking about how our talk affects the way contact centres work.I'm excited by opportunities to help contact centres improve, and I love working with emerging language technologies like Conversation Analysis tools and machine learning to help people get better results, serve customers better, and deliver better systems and services.As a linguistics graduate I bring a unique skillset of language tools that can be used to focus on lots of critical challenges in the contact centre. Exciting opportunities in Conversation Analysis and speech-to-text can deliver huge benefits but deep expertise is needed to get the best out of these platforms. My recent experience has dealt with contact centre business cycles from end to end - starting with presales conversations, I have worked with requirements gathering and analysis, solution design, documentation and presentation. I'm as comfortable presenting a business case as I am digging into SQL or excel to build my case.I've been involved with project management and delivery, test plan development, testing, UAT, and implementation, including on-site training and support.Ongoing process management, development, and future state mapping is another passion, with a focus on Lean design.

Listed skills include Call Center, Contact Centers, Ivr, Software Documentation, and 17 others.

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  Monash University

  H1