Kate Dougherty Email & Phone Number

Olympia, Wa, Us

Supporting the sales and customer retention efforts as it relates to InflowCX's Contact Center and Unified Communications offerings. Providing pre-sales technical and demo support to AEs, CSMs and Consultants for new and existing customer sales opportunities. Leveraging product and technical knowledge to educate customers and prospects on the technologies ability to solve business problems. Maintaining the highest level of customer satisfaction with knowledge, responsiveness, and integrity.

Greater Seattle Area

*Using decades of healthcare and financial contact center expertise to lead Cerium’s Contact Center Practice. *Staying up to date on the latest trends, challenges, technologies, regulations and operational needs of the industry to provide unbiased and actionable contact center recommendations. *Using strategy, design, planning and execution to help our clients build process-driven, financially sound contact center solutions that are focused on meeting the needs of the organization.

Greater Seattle Area

*Partnering with multiple cross-functional teams to drive repeatable implementation and support model for 3-year, $12MM project. *Leading consulting and design efforts to migrate over 800 healthcare clinics to cloud contact center model focused on improving access to care and patient experiences.*Increased access to care resulting in a 30% boost in patient satisfaction in the first 90-days at primary and specialty care clinics.

*Used strategy and design to help clients build process-driven, financially sound solutions focused on meeting the strategic needs of the organization.*Migrated approximately 15,000 stations and 5,000 end-users to 10-digit, consumer dialing model at the largest location of a 51-hospital healthcare system. *Completed numerous gap analysis efforts enabling business units to strategically implement technologies, craft improved experiences and achieve adoption. *Successfully deployed 300 mobile telephony devices with various clinical applications including EPIC Rover and Cantu as pilot for enterprise hospital rollout.

*Served as lead for strategic planning and implementation of a voice network spanning multiple states, resulting in cost savings and implementation of features which delivered value to the business.*Collaborated with clients to craft designs to optimize the internal staff, patient, and customer experiences.*Proactively improved upon processes and procedures to strategically drive client satisfaction and department revenue.

Renton, Wa

*Identified, analyzed, and documented end-user requirements for multiple systems. *Supervised diverse team of support specialists and analysts with achieving goals.*Completed system upgrade from Aspect Ensemble Pro 5.2 to Aspect Unified IP 6.6 with an expansion of ACD, IVR, call recording and outbound call routing capabilities to additional regions within the organization. *Created integration between Aspect Unified IP and EPIC enabling greater visibility and ease of use for end-users.

Auburn, Wa

*Led Indian outsourcing team to prioritize and complete technology backlog projects on time, within budget and to standard using Agile methodology.*Responsible for technology lifecycle replacement strategies according to budget and schedule. *Acted as a conduit between leadership, end-users, technical staff, and vendors to ensure technology solutions met the needs of the business.*Completed VoIP project creating redundancy between three bi-coastal locations.

*Acted as lead support for Call Center associates working with clients using web-based applications and financial management software. *Collaborated with key members of leadership, technical and development teams to mentor and coach associates in line with strategic department goals.*Served as project leader for small to medium size projects; relating to KeyBank’s online products.