Sharon Gordon Email and Phone Number

Technical & Call Center Business professional with over thirty years (20 years as an IT/Technology/PM and 10+ years as a Business Operations professional) within the financial services, insurance and government industries. I have a proven track record for conceptualizing and implementing innovative solutions, streamlining operations, reducing costs and implementing technology solutions to boost productivity and improve client experience resulting in cost savings. An overachiever, I am equally at ease managing a team and project deliverable to their completion as well as rolling up my sleeves to manage end-to-end project deployments. I am known for my savvy interpersonal and communication skills which has enabled me to easily interact with stakeholders executives at all levels. A results-oriented people manager, I am a strategic thinker who develop, coach and mentor a team of professionals. I utilize a combination of strong business acumen coupled with exemplary technical and analytical background to define and deliver on many complex, multi-platform and cross channel initiatives. AREAS OF EXPERTISE: Release/Deployment Management, Project Management, Enterprise Deployment, Vendor management, People Management, System Integration/Implementation, Business Analysis, Budget and Planning, Application Support/Integration, Application Design & Testing, Change Management, Project Governance, Agile & WaterFall methodologies, Strategic PlanningAPPLICATIONS & SYSTEMS: Call Center Technology including-Genesys Suite (Call Routing; Interactive Workspace-IWS, Administration Extension (GA/GAX), Outbound, G-Plus Adapter, Speechminer, Workforce Management); -Digital (Moxie- chat/email/co-browse; Mobile App Push, Online Banking);-Verint Impact 360 (Quality Management, Call Recording, Speech Analytics; Desktop Analytics, e-Learning);-Symposium (PBX); Avaya Predictive Dialer; Aspect (Workforce Management); Nuance (FreeSpeech); CRM Integration; Total Systems/TSYS; IVR-PCs/laptops; Virtual Machines; Windows XP/7; Citrix; Browser (IE, Chrome); Microsoft, Sharepoint; HP Quality Center (HPQC), JRE, Pega; Screen Pop (conference, transfer); Real Time and Historical Reporting; Computer Telephony Integration (CTI); Call Flow Design, Telecommunication, Telephony-Software Development Life Cycle (SDLC)Contact: jabrican@gmail.comWilling to relocate & travel if requiredGovernment of Canada Security Clearance (Secret)