Gen Miner Email and Phone Number
Eagle Mountain, Utah, United States
Gen Miner's Location
Greater Idaho Falls, United States, United States
Gen Miner's Contact Details
Gen Miner work email
- Valid
Gen Miner personal email
- Valid
About Gen Miner
Artificial Intelligence and Automation / Generative AI Solutions Consultant / Sales Engineer I am passionate about creating experiences that people remember, talk about, and share with their friends. I lean on my empathetic strengths to capture a vision from the perspective of my peers and customers and use it to guide me on my way. I feel most alive at work when I am able to solve problems, serve, and drive positive change for others. It is a very powerful force to impact a fellow human by way of your thoughts, words, and actions.Key Strengths: Sales engineering, Product Management, VUI/digital conversational design, artificial intelligence, generative AI, contact center analytic strategy, technical/business solutions consulting, employee experience, customer experience, self-service design, integration design, journey mapping, content strategy, digital strategy, knowledge base, knowledge management, content writing, account management, team management, project management, technical writing, small to large scale communications, outsourcing, software implementation, data analytics, quality management, training management, human resources, and customer service. 10+ years managing projects and team relationships, 20+ years engaged in contact center operations and support.Technical Strengths: Five9 Administration, Inference/Five9 Studio, OpenAI, ChatGPT, LLM, NLU, Google DialogFlow, Microsoft PowerApps, SmartSheet, Microsoft SharePoint Online, Tableau Business Intelligence and Analytic software, Salesforce, JIRA Administration, Oracle RightNow, Oracle Service Cloud, Oracle Siebel, Oracle Customer Portal, Oracle Knowledge, SnapComms, Witness and NICE Quality Monitoring, Adobe Dreamweaver, Adobe Captivate, TechSmith Camtasia, Questionmark Perception LMS, Wordpress, MS Core Office Essentials, Blogger, Blue Host, Facebook, Instagram, YouTube, Twitter.
Gen Miner Work Experience Details
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Sr. Artificial Intelligence Solutions ConsultantFive9Eagle Mountain, Utah, United States -
Pre-Sales Solutions Engineer - Artificial Intelligence / Ai ConsultantFive9 Sep 2022 - PresentSan 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.
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Sales Director - Ai And AutomationFive9 Jun 2022 - Sep 2022San 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.
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OwnerBricks & Minifigs Idaho Falls Aug 2023 - PresentOwn 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. -
OwnerCatalyst Careers Oct 2021 - Present- 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. -
It Digital Product Owner/Manager Ii - Enterprise ServicesYoung Living Essential Oils Oct 2021 - Jun 2022Lehi, 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. -
Senior Manager, Global Employee ExperienceYoung Living Essential Oils Nov 2019 - Oct 2021Lehi, Utah, UsGoal: 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.
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Global Knowledge And Communications ManagerYoung Living Essential Oils Apr 2017 - Nov 2019Lehi, Utah, UsGoal: 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.
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Knowledge Content Operations ManagerCdk Global Sep 2014 - Apr 2017Austin, Texas, UsGoal: 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. -
Knowledge Management SpecialistEbay Inc Jun 2013 - Sep 2014San Jose, Ca, UsGoal: 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. -
Quality Management ConsultantEbay Inc Sep 2010 - Jun 2013San Jose, Ca, UsGoal: 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.)
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Training Facilitator / Instructional And Elearning DesignerEbay Inc Jul 2007 - Sep 2010San Jose, Ca, UsGoal: 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.
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Global Top Seller Account ManagerEbay Inc Jan 2007 - Jul 2007San Jose, Ca, UsGoal: 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.
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Dillard'S Retail Marketing AdvisorThe Estée Lauder Companies Inc. Aug 2006 - Mar 2007New York, Ny, UsGoal: 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. -
Residence Owner Account ExecutiveThe Ritz-Carlton Hotel Company, L.L.C. Jul 2002 - Jun 2006Bethesda , Md, UsGoal: 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.
Gen Miner Skills
E Commerce
Management
Leadership
Analytics
Customer Experience
Team Leadership
Crm
Outsourcing
Product Management
Customer Relationship Management
Customer Service
Business Process
Salesforce.com
Account Management
Cross Functional Team Leadership
Team Building
Online Marketing
Project Management
Contact Centers
Knowledge Management
Business Process Improvement
Knowledge Base
Process Improvement
Quality Assurance
Business Development
Customer Satisfaction
Microsoft Office
Data Analysis
Strategic Partnerships
Quality Management
Quality System
Quality Auditing
Program Management
Marketing
Consulting
Strategic Planning
Quality System Compliance
Sales
Vendor Management
Jira Administration
Content Management
Social Media Marketing
Social Media
Microsoft Excel
Microsoft Powerpoint
Team Management
Public Speaking
Training
Strategy
Call Centers
Gen Miner Education Details
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Salt Lake Community CollegeUtah
Frequently Asked Questions about Gen Miner
What company does Gen Miner work for?
Gen Miner works for Five9
What is Gen Miner's role at the current company?
Gen Miner's current role is Sr. Artificial Intelligence Solutions Consultant.
What is Gen Miner's email address?
Gen Miner's email address is gm****@****ing.com
What schools did Gen Miner attend?
Gen Miner attended Salt Lake Community College.
What skills is Gen Miner known for?
Gen Miner has skills like E Commerce, Management, Leadership, Analytics, Customer Experience, Team Leadership, Crm, Outsourcing, Product Management, Customer Relationship Management, Customer Service, Business Process.
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