Managed the IVR and IVA Data Analyst & Design team, focused on coordinating, planning, and directing the Center of Excellence (COE) initiatives in support of company operations. In this role, I led a team of 10 Data Analysts and Designers who were responsible for the analysis and design of IVR solutions and complex natural language model (NLM) IVAs for large, global companies interested in deploying conversational AI solutions to front-end contact centers and improve overall UX.

Role focused on goal alignment, program and project management, establishing success metrics, and account growth with new and existing clients. I maintained and developed partnerships with our customers through routine measurement, review, reporting, and communication on the status and successes of our solutions, while identifying additional solutions to grow revenue within the assigned account. Primary responsibilities: -Developed client scorecards for individual accounts to review metrics/goals during regular business reviews-Delivered KPI recommendations based on Continuous Improvement Analysis to support short and long-term business goals-Established positive relationships with clients, focused on overall quality of service, delivery commitments, help desk tickets escalations, and continuous improvement consulting engagements-Managed our Voice of the Customer program to ensure customer concerns and requests were communicated to Product and prioritized accordingly against our Product roadmap

Responsible for conducting data analysis for IVR customer solutions, targeting recommended improvements to containment, user experience, and call flow design. Working closely with the customer, client services, client success, marketing, and sales teams, I identified recommendations that aligned with customer-specific KPIs to generate ROI projections and measure success accordingly. Other responsibilities included supporting the project management team with project planning, call flow design, QA testing, technical documentation, call testing, and customer support.

-Exhibited strong presentation and training skills, as well as a positive, professional image to the customer base while conducting classes-Effectively delivered classroom training using various learning methodologies while checking for understanding and skill acquisition-Acted as a lead resource in project planning, new hire training and coordination of customer education projects-Designed, developed, tested and delivered eLearning courses for internal and external customers (Articulate and Captivate)-Created and updated course materials as required for new software releases, new products, fixes, customer feedback and new material-Acted as technical subject matter expert on the implementation of the Learning Management System (LMS) for both internal and external use

-Exhibited strong facilitation skills as a training instructor (classroom and virtual)-Created e-Learning modules for the use of compliance training, internal product education and external use-Participated in cross-functional project teams to design, develop and revise product training materials -Assisted in the writing and documentation of customer product guides-Collaborated with team members to configure, test and administer Learning Management System (LMS) for internal and external use-Assisted in the facilitation of a corporate values education program (ORCC only)-Collaborated with the Manager of Training to develop a corporate Lunch 'n Learn program (ORCC only)

-Conducted regular, targeted analyses of customer applications and IVR scripts-Delivered multiple business analysis PowerPoints to clients onsite and via Webinar-Assisted in the creation and development of the continuous improvement launch support process, client communication plan and report consolidation project-Aided in the implementation of a social media strategy for strategic brand management and industry networking-Updated change management tracking tool and ROI with analysis results and recommendations

-Responsible for updating certification materials for approximately 2000 recipients who held the Global Mobility Specialist (GMS™) designation-Collaborated with other departments to train recipients on the certification and recertification process-Maintained correspondence with event speakers to successfully create and update all materials for a training course held at the National Relocation Conference-Worked with management and peers to develop creative business strategies and revenue-generating ideas for the organization

-Collaborated with Events/Marketing Coordinator to secure sponsorships and donations-Coordinated directly with sponsors and vendors to ensure terms of service were established-Negotiated cost of services and contracts with vendors-Provided on-site staff support before, during and after all events