Your trusted Customer Experience Advisors. Guiding businesses to the best UCaaS, CCaaS and CXaaS platforms to realize their vision and strategy for the long term. Leaders in the application of Artificial Intelligence in Customer and Agent Experience.We also provide Professional and Managed Services for UCaaS, CCaaS and Customer Experience AI solutions. Leading a team of experts in Cloud Customer Experience platforms and technologies. CX Partners brings the latest in design and implementation to maximize UCaaS, CCaaS, and Customer Experience Artificial Intelligence investments across multiple verticals.Offering services from Requirements and Discovery, Platform Selection, Design, Implementation, Administration, and Support for multiple platforms.Specializing in NICE CXone, RingCentral EX & CX, Genesys CX, Verizon Contact Center, and Amazon Connect.We also provide post-implementation platform and design audits based on best practices. We can recommend as well as implement the latest customer experience improvements. This includes multi/ omnichannel, self service, AI, and traditional customer contact channels.

Brought in to maintain current Cisco UC/CC systems while selecting optimal Cloud platforms for transition. Led Cloud transition design and implementation project and train UC team in new platform.

Build, develop, and lead a global Professional Services department, consulting in the design and implementation of Cloud SaaS Telecom, IVR, Multi-channel contact systems, and CRM solutions. Using technology to enable companies to successfully transition to remote, on-site, and hybrid work environments.

Responsibilities include consultation, design, customization, and configuration of the NICE inContact CXone product suite. Products include Omnichannel routing, Analytics, Workforce Optimization, Automation, and Artificial Intelligence built on an Open Cloud Foundation. Responsibilities include:• Mentoring Implementation Specialists and training Implementation Managers for Enterprise projects• Managing Enterprise and Channel Partner Implementation projects• Subject Matter Expert for Reporting, Analytics, Contact Center Operations/Management, and Best PracticesA few accomplishment highlights include:• Over 100 product implementations successfully launched• Successful management of the largest projects to date in Europe and APAC • Custom designs have increased client revenue generating ability by up to 197% and reduced operating costs by up to 58% per client feedback• Design of documentation, processes, and procedures for NICE inContact Professional Services and CX One product implementation o Re-branding written and electronic documentation after NICE acquisition accomplished in less than 2 weeks o During re-branding, organized and lead a cross functional group to automate documentation processes • Developed design and build consistency standards for the NICE inContact design and configuration for contact routing (Studio)• Increased efficiency in design/build and faster support solutions for the Client

Provide Operational Leadership for Pure Storage All-Flash Enterprise Array Support teams providing first response to customer and diagnostic software trouble tickets.• Coordinated projects to improve Salesforce Service Cloud, Telecom, WFM/WFO, and Business Intelligence functionality • Streamlined support workflow processes to improve efficiency and decrease operational costs

Provided the primary client business interface for day-to-day communication and ensuring delivery of contracted support and services from multiple global locations. Serving as the voice of the client and project manager internally to deliver and exceed client expectations in support services and technology solutions. • Strengthened client relationships through multiple strategies to gain additional business to pilot technical services and support• Developed management team skill sets while increasing leadership bench strength in multiple locations• Guided organizational growth and change to more efficiently resolve customer problems and increase client satisfaction

Overseeing all aspects of operations and consulting.• Analysis and (Re)Engineering of Business, Process, and Operational Strategies. • Portfolio, Program, Project Management • Creation and Managing of Project Plans • Creation of Business Plans and Presentations • Pro Forma Analysis and Creation • Mentoring of Business Startups and through the Business Growth Lifecycle • Online - Website, SEO, Social Media, Blogging, etc...

Manage and oversee all aspects of multiple global projects for high profile companies to include the global leaders in Technology (hardware and software) and Internet-related products and services. • Demonstrated consistent business unit revenue growth of 83% annually (average) through current client relationships as well as new business while maintaining and exceeding margin budgets• Successful client retention (100% success rate) on projects when assigned to internal and client facing audits/assessments for “at risk” projects • Launch of temporary project from contract negotiations to “go live” in one week per client request. Our team performance transitioned project into a permanent client for customer contact as well as additional billable services in excess of $5M in the first year alone• Consistently exceeded contractual KPI goals in CSAT/NPS (22% over goal) , Quality (18% above goal), Revenue Generation (66% above goal)• Increased employee tenure within projects to an average of over 18 months with domestic Toshiba site at over 28.8 months. Leading to additional cost savings, decreased training, and increases in customer satisfaction• Designed and implemented the first Platinum offering by Teleperformance (VIP and Specialized Solutions)• Complied with 100% of all internal and client audits to include COPC, ISO-9001:2008, CCA Global Standard, PCI compliance, ISO 27001/2, and DSE certifications.• Designated as subject matter expert in multiple specialties to include: new business acquisition (RFI/RFP and contract negotiations), global technology implementations, management and KPIs in multi-channel support (Genesys, Chat, Email, etc…), and strategic account management audits/assessments for client retention.

Site Operational Leadership for Gateway, e-Machines, and D-Link Customer Service and Support as well as Help Desk and QA for Enterprise CRM and Knowledge Base software.• Designed and implemented action plans to drive service delivery improvement by over 300%• Led and developed mid-level staff to drive improvements in multiple areas: o Increased CSAT 23 points exceeding client and internal records world-wide o Increased staff utilization to over 96% consistently o Design and implemented the first successful sales program in a technical support environment offsetting client costs by over 15%

• Strategic Consulting to include business and marketing plans • Financing for start up’s as well as growth ventures • Business Organization and Brand Development • Development of Financial and Administrative structures• Development of Policy and Procedure as well as documentation for Operations and Franchising Opportunities• Optimization of production environments in multiple industries• IT and Infrastructure needs assessment for small to medium sized businesses• Gap assessments as well as recommendation and implementation of solutions utilizing a variety of common methodologies

Freight brokerage specializing in produce and food related products. Supplying logistics services, regulatory auditing, bonding, insurance, and financial auditing services for freight suppliers and carriers.• Established partnerships with over 500 active clients driving $10M in revenue in the first year• Achieved zero claims recognition against company bond and insurance for two years • Developed and trained a team of successful freight brokers who purchased the business in 2006

Oversaw operations, sales and marketing of multiple hotel properties in the Western U.S. and outsourced reservations center for the national chain. • Revenue for area properties increased by 22.7% on average • Achieved highest overall occupancy internally and in the market for 2002, 2003 and on track for 2004 at 96.4%• Attained highest Quality Operational scores for the company for 6 of 8 quarters

Oversee hotel operations for corporate and franchised properties in the western United States. Ensured all properties met corporate brand standards. Provided planning and training to improve management and operations.

Managed all aspects of operations of multiple companies. Companies included: Restaurants, Bars and Nightclubs, IT Services to include POS systems, inventory, and accounting management.

Organize, train, advise and supervise personnel in the installation, utilization and operation of radio equipment, radio nets, antenna systems and wire communications. Responsible for the establishment and maintenance of communications and communication equipment. Plans, prepares and assists in assists in briefings, briefbacks and debriefings. Advise command on all communications matters.