Gen Miner Email & Phone Number

Eagle Mountain, Utah, United States

San Ramon, Ca, Us

- Act as a pre-sales AI Solutions Engineer to all levels of customers, including Commercial, Mid-Market, Enterprise, and Strategic, for both net new and existing customer base. - Utilize contact center data to identify value that AI and automation products can bring to the business. - Hold targeted discovery conversations to understand problems that AI can help contact centers solve. - Build customized demos using AI software, showcasing Generative AI, NLU, and conversational design. - Write statements of work that outline AI project scope and deliverables. - Build relationships with internal and external customers to foster the Five9 culture.

San Ramon, Ca, Us

- Worked closely with Mid-Market Account Managers as a trusted advisor to evangelize the Advanced Solutions Products to current and prospective Five9 customers. - Facilitated Discovery and Solution Showcase meetings between customers, Account Managers, and Solution Consultants, focusing on the value that the Advanced Solutions can bring to the customer’s business. - Worked closely with Solution Consultants to provide Solution Showcase scripting and demo guidelines to produce a presentation that showed the customer how the solution would solve their business problems and improve their customer’s experience. - Built relationships with cross-functional teams in Product Management, Marketing, Net New, Training, and Compliance to ensure deals were supported across all Five9 groups.

Own and co-manage a 3,000 square foot retail space specializing in the buy, sell, trade of all things LEGO®! Featuring new-in-box, retired, built used, certified used, minifigs, accessories, and birthday parties.

- Act as a business consultant to small to medium sized business owners, recommending technical and process solutions that reduce effort, save money, and improve the experience for their customers. - Coach individuals looking to make a career move, focusing on resume structure, LinkedIn strategy, salary negotiation, interview practice, and career development internally.

Lehi, Utah, Us

- Led contact center tools initiatives for 15+ countries, including CRM, omnichannel, knowledge base, workforce management, and quality management. - Primary focus on improving customer contact flow from customer-facing content, to contacting customer service, to agent workflow, and customer satisfaction.

Lehi, Utah, Us

Goal: provide an employee experience that reduces effort, increases empowerment, and works holistically to bring solutions to employee pain points. Heavy focus on human resources, internal communications, self-service, customer experience practices, and people leadership. - Owned all corporate internal communications on behalf of the CEO, COO, CFO, and other executive leaders. - Developed and owned strategy and maintenance of employee self-service virtual assistant HR app for a seamless employee experience related to contacting Human Resources. - Led corporate professional team including Global Internal Communications Manager, Global Culture & Engagement Manager, Global Content Strategist, and Communications Coordinator. - Managed global Employee Engagement survey to all employees across NA, APAC, EMEA, and LATAM in 7 languages. Utilize Qualtrics EX to build dashboards and analytics for action planning and survey benchmarking. - Developed and owned strategy and maintenance of companywide employee intranet, including content lifecycle, document management, SOP documentation, and company communications. - Worked closely with HR teams, consulting on experiences related to internal corporate events, recruiting, learning and development, employee operations, employee onboarding and culture and engagement.

Lehi, Utah, Us

Goal: Globally owned customer-impacting Knowledge Base content and internal communications processes in 20+ global markets. Led a powerhouse team of content administrators and communications superstars, including those creating dynamic digital content displayed across Member Services for nearly 1K employees.

Austin, Texas, Us

Goal: Primarily focused on improving the self-service experience for customers and employees. Managed the design and planning of a lifetime unified knowledge and content management strategy for internal and external customers. Ensured a seamless customer support experience from first contact through software purchase, implementation, training, usage, and support.How I did it: - Optimized online help portal, increasing employee & customer self-service options for top contact drivers. - Managed an ROI project focused on saving the division $500K in contact center volume-driven costs. Led team in reviewing 30% of overall yearly volume, improving customer and employee self-service and internal documents, resulting in realizing the return of investment for the project through contact reduction in less than 12 months’ time. - Performed operational excellence analysis, identifying 42% of yearly contact center volume, with a focus on reducing customer effort and increasing how to/self-help content usage. Project successfully increased contact deflection rate by 69%, resulting in a 12% overall contact center volume reduction year over year.

San Jose, Ca, Us

Goal: Create, capture and refine global knowledge for the purpose of improving the eBay Customer Service experience.How I did it: - Collaborated with Knowledge Management peers to review and improve structure, format and content of official eBay communications. - Engaged with cross-regional teams to allow the sharing of processes and documentation; networked and collaborated with global partners, both onshore internally and offshore outsourcers externally. - Reviewed processes within Knowledge Management and created robust long-term solutions centered on scalability, consistency and redundancy. - Managed content change recommendation process, triaging and resolving to ensure timely, accurate Knowledge Management System responses to teammate submissions. - Utilized Knowledge Management System software products Oracle Inquira and Knowledge Manager to build and maintain content. - Managed projects, issues and tasks related to new and translated global content using JIRA. - Enhanced the experience of the end user through unique HTML and CSS coding.

San Jose, Ca, Us

Goal: Manage a dedicated relationship between the quality management team and Customer Service leadership with a focus on improving the end-to-end customer experience through proactive quality reviews.How I did it: - Led and supported both regional and global quality calibrations through interacting with both Operations and Business Units. Encouraged focus on improving customer experience, resolution accuracy, agent satisfaction and quality metrics. - Analyzed and interpreted evaluation, calibration and audit reporting results on a weekly to monthly basis to leadership teams. - Globally engaged with frontline teammates, team leaders, training and management to drive improvements in adherence to conversational and procedural standards. - Developed content and training materials to deliver quality processes and expectations for global internal customers. - Built and maintained relationships with cross-functional international quality teams and outsourcing partners to drive speed, consistency, accuracy and engagement globally.- Utilized Quality Monitoring software NICE and Witness to review and evaluate customer interactions in all contact channels (phone, chat, email, proactive and social media.)

San Jose, Ca, Us

Goal: Plan and execute training design and facilitation for all levels of employees, globally. How I did it:- Utilized the ADDIE and Kirkpatrick models to develop and facilitate customer service, soft skills and tools training modules for teammates and leadership - focus on Learning Management System (LMS) structure and administration.- Managed departmental resources including Knowledgebase articles, internal workflows, and facilitation materials. - Based on departmental analysis and feedback, wrote and sent out weekly training newsletters to improveteammate accuracy. - Networked with Product, Project, Program and Departmental Managers to identify teammate training issues andquickly implemented solutions where required in a change-driven environment. - Maintained committed relationships with outsource vendors located in the Philippines and India. Traveled whenrequired to bridge training gaps.- Utilized training software including Camtasia and Captivate to create engaging eLearning modules.

San Jose, Ca, Us

Goal: Manage business plans and relationships with top performing eBay sellers. Provide strategic and profitable suggestions to increase overall online and offline retail growth.How I did it: - Created, owned and drove the strategy for over 200 Top Selling clients in the Motors Parts and Accessories, Sporting Goods, Tools, Health and Beauty categories. - Executed a strategic approach on increasing inventory selection, identifying marketing opportunities and building a solid eBay business and online commerce presence. - Built and maintained multi-level relationships with every individual customer. - Utilized retail strategies and brand development in order to identify key issues, drive growth and exceed target revenue numbers. - Analyzed and reported out on performance metrics to internal colleagues/executives, and brand/seller partners. - Gained market trend knowledge through attending category-specific tradeshows such as JCK Jewelry and eBay on Location. - Networked with internal cross-functional teams to align and communicate policy and procedure as a main point of contact. - Identified new programs and product opportunities based on seller input, measurement and analysis.

New York, Ny, Us

Goal: Connect with department store customers through beauty and skincare product application, sales and marketing.How I did it: - Drove retail sales at the department level, consistently exceeding sales goals. - Recruited new customers through targeted marketing techniques. - Managed dedicated relationships for profile of new and repeat clientele. - Coordinated and executed store-wide marketing events.

Bethesda , Md, Us

Goal: Maintain relationships with high-end luxury residence owners through dedicated vacation planning.How I did it: - Built and maintained professional account relationships with over 200 Luxury Residence Owners. - Managed personal vacation profiles including travel preferences, reservations, scheduling, event planning and accommodations based on solicited customer feedback and requests. - Networked with multiple Luxury Club Residence property staffers in Management, Housekeeping, Dining and Recreation.