Eric Petty Email & Phone Number

Lavonia, GA, US

Seattle, WA, US

• Developed and introduced new product offerings, including "Jump Start to Contact Center Modernization" and "Precision Outbound Dialing," contributing to revenue growth for the organization
• Cultivated key relationships with 15 crucial partners, including CCaaS vendors, workforce optimization vendors, and partners specializing in optimizing outbound dialing, fostering strategic partnerships and.
• Demonstrated expertise in GenAI technology, leveraging advanced capabilities such as Virtual Agent, Agent Assist, interaction transcription and summarization, real-time customer sentiment analysis, and automated.
• Led and managed consulting projects with clients, focusing on modernizing contact center technology and enhancing customer engagement
• Collaborated with clients to identify opportunities for upgrading and migrating to CCaaS (Contact Center as a Service) platforms, introducing new channels (chat, chatbot/chat GPT, Digital Channels), and implementing.
• Worked on the implementation and enhancement of Workforce Optimization technology, including optimizing outbound dialing strategies

Mountain View, CA, US

• Collaborated with the Executive Leadership Team, forging strong relationships and providing consultation and comprehensive plans to meet company objectives and exceed desired revenue goals
• Spearheaded migration into a single dialer platform, consolidating 150K phone numbers from NICE CXOne and RingCentral into Five9, leading to increased dialing efficiency and a cost savings of $50K a month
• Implemented a new scalable architecture on the call center technology to allow for the growth from 400 to 1800 employees by the end of 2021
• Developed a dynamic technology to rotate through outbound ANIs, dramatically increasing contact rates and significantly increasing revenue
• Responsible for 5 direct reports, the entire telecom infrastructure, outbound campaigns, and the telecom budget, demonstrating the ability to manage multi-faceted duties in a fast-paced environment expertly
• Leveraged process improvements and configuration changes of outbound dialing campaigns, increasing outbound dialing by 12%

San Ramon, CA, US

• Delivered technology products and solutions for 75+ enterprise customers, utilizing expertise to optimize the customer experience
• Instrumental in cross-selling additional products and services to customers, increasing the company’s overall profitability
• Designed a series of IVR templates and call-routing methodology, reducing development time by 30% and decreasing the implementation time of onboarding new customers
• Consistently communicated with customers, focusing on understanding complications with their legacy environments and developing one-of-a-kind solutions for each customer’s specific needs, significantly enhancing the.
• Created and delivered valuable paperwork, including time and materials estimates, SOWs, project plans, call flow diagrams, and taxonomy guides, ensuring the completion of required project artifacts

Woodland Hills, CA, US

• Recruited and managed a team of 12 in a brand-new organization, teaching workforce management disciplines and building the entire program from the ground up while focusing on placing talent in the most meaningful.
• Developed and implemented a workforce management program that included long-term forecasts, hiring strategies, short-term forecasts, schedules, real-time intraday management, historical reporting, and KPI reviews.
• Partnered with COO, communicating data from the workforce management team while offering dynamic solutions to improve operational efficiencies and reduce staffing requirements
• Implemented processes and tools (in place of capital investment in technology) to generate data for daily, weekly, and monthly scorecards, maximizing the alignment of projects and initiatives, enhancing strategy.

Denver, CO, US

• Oversaw a team of 7, designing and implementing a national resource planning program for customer support teams across 6 locations
• Customized the CRM to expose customer survey data, gathering specific information related to the customer and facilitating the tracking of data, enabling the manager to call any customer reporting negative experiences.
• Hired and developed 2 trainers to build a custom employee training program, including the curriculum on 26 products, ensuring high-quality employees while driving efficiency and productivity
• Developed quality assurance program with 2 additional FTEs to provide ongoing feedback to employees, resulting in measurable improvement on customer satisfaction and NPS
• Leveraged talent to design and develop data mart environment for customer support, resulting in automated daily/monthly reporting package and scorecards
• Drove extensive process improvements, collaborating with C-level leadership to transform the organization from online case-based to inbound calls and chats, supporting customer growth while minimizing headcount in.

Seattle, WA, US

• Served as a liaison between business owners and the IT department to facilitate changes with the telecom platform, improving efficiency and increasing customer satisfaction
• Designed and launched a database to store 12K inbound phone numbers to dynamically assign call flow and marketing/reporting attributes, enabling the business users to control telephone number inventory and update call.
• Provided troubleshooting for telephony and call routing issues, working directly with the customer command center and IT telecom to resolve problems quickly and efficiently, striving to exceed customer expectations

Bachelor Of Science - Bs, Computer Software Engineering

High School Diploma, General