Joseph Freeman, Pmp Email & Phone Number

San Ramon, Ca, Us

Manages day-to-day operational and tactical aspects of multiple implementation projects.Effectively communicates plans, progress and status updates to both internal staff and customer stakeholders.Collaborates with associated project managers and partners to ensure a streamlined implementation of all products.Identifies project risks and implement appropriate mitigation plans.Continually seeks opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.Owns the project and time tracking aspects of customer projects inside Five9’s PS Automation tool.Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.

San Diego, California, Us

Currently implementing conversational AI and self service projects at the bank. Lead project manager in planning, building and launching Evo, Axos Bank’s first conversational AI chatbot. Championed the implementation of our self-service call experience, resulting in a better customer journey and an annual savings of $250K for the company. Influence c-level stakeholders to design omnichannel solutions from the perspective of the customer above all else. Increased the number of sales calls Axos bank was making by 212% by integrating our salesforce leads with the Five9 auto-dialer system.Actively drive and manage projects related to improving and optimizing the customer experience across channels to meet committed delivery dates.Assess improvement opportunities from stakeholders and flesh out discovery documentation for projects to meet standards.

San Diego, California, Us

Responsible for migrating our banks contact center telephony platform to Five9. Including designing and developing all the IVRs, training the 150 user contact center and managing the entire project. Managed and supported the banks telephony platform including actively driving and managing projects related to improving and optimizing the customer call experience. Increased agent efficiency by integrating Salesforce with our Five9 phone system, decreasing operational costs by reducing on-call and after call work time for our call center agents.Implemented a workforce management and quality assurance platform, helping the call center increase their SLA for answering phone calls and providing more visibility into their agent’s performance.Developed and maintained current configuration and maintenance documentation for all customer and agent telephony channels, ensuring the customer journey in all channels is considered at all times.Worked cross-functionally to implement new or enhanced features to improve customer service. Troubleshooted and supported the suite of omnichannel technology solutions in a wide array of configurations both remotely and on-site

San Diego, California, Us

Nearly 3 years at Renovate America, progressively taking on greater responsibility. As a leader in home improvement financing, Renovate America is the nation's largest Property Assessed Clean Energy (PACE) provider and creates a better experience for homeowners, and a more energy-efficient future for all. Manage a 300+ employee call center phone system migration to a cloud solution, and co-design and develop the call routing architecture.Serve as head of support to the Enterprise Applications Department, ensuring stability and reliability of all our third-party technology applications.Lead cross functional teams to create Salesforce, Tableau, and data warehouse integrations with call center software. It resulted in the company going from a 15% pull through rate on signed financial documents to 85% along with increased security on customer data, improved agent performance, and a better customer experience.Increase visibility to product road-maps and project statuses for executive management team and senior leaders by implementing product management software and integrating with Tableau.Lead project manager for the implementation of iManage, a centralized document and email repository for the Legal Department, which led to increased collaboration, productivity, and security for legal documents, contract, policies, and procedures.Led a cross-functional team to implement an SMS platform. This became a reality by culling ideas for improving the customer experience from Operations, Marketing, and Business Development and developing APIs from the call center platform to the database.Ran the overall integration of Aha! and Jira, which gave the product and development teams a seamless way to manage the high-level initiatives.

San Diego, California, Us

Provided technical support to end users for all Renovate America’s internally developed software applications.Worked closely with the Product Management and Development teams to document, resolve, and escalate problems related to software and loan files.Investigated, debugged, and found resolutions to issues related to applications and loans needed to execute intermediate SQL scripts.Led the implementation of Zen Desk, then integrated JIRA and Zen Desk to make it easier for agile teams to handle reported defects.Oversaw the implementation of help desk software which resulted in increased communication between our customers, product teams, and IT.Took the initiative to improve and redesign the new employee onboarding process for the IT and Facilities Departments.

Woodbury, New York, Us

Served as the main point of contact for over 4,000 clients on all technical, end user, and accounting issues. Empowered customers to achieve their targets by optimizing their websites for search engines using best practices in user experience design (UX), search engine optimization (SEO), and analytics.Built and facilitated weekly hour-long iAPPS platform training sessions to hundreds of customers. Topics covered included how to use CMS, web analytics, e-commerce, social media, and e-marketing tools.

Developed integration with our proprietary content management system and social media platforms, increasing productivity and communication for our customers.Performed web page development for over 400 city and school websites. Worked on project activities to maintain the customer environments, including integrating social media with client websites.