As a staff IVR engineer, I constantly look for and implement improvements in the NICE inContact ACD/IVR, various CRMs and the integration layers between them, WFM platforms, and all other contact center technology. During these improvements, we are taking time to educate, train, and advise on industry best practices.

As an implementation consultant, I consulted with clients on industry best practices, managed projects, implemented and configured the Talkdesk telephony platform and associated softwares, did full end-to-end testing (including unit testing and user acceptance testing) and made sure that at all times the client is both satisfied and successful.

As an implementation Engineer, I consulted with clients on the best software approach to fit their telephony and contact center needs, designed and implemented solutions using NICE inContact's ACD/IVR platform, integrated to outside systems, performed "lift and land" implementations from other telephony providers, assisted in and facilitated QA and User Acceptance Treating, and did some light project management.

Apple Sales Training Certified, customer service, marketing and stocking, and online order processing

Database management, filing, creating marketing materials, secretarial duties, event coordination, and personal assistant to guest professors

Experimental setup, equipment maintenance, material procurement and supply, cell culture management and maintenance, experiment calibration