Contact Center Systems Analyst specializing in Interactive Voice Response Systems (IVRs). Work closely with business units to gain in-depth understanding of business issues, identify, analyze and translate business needs into functional specifications. Work closely with Project Management and development teams in the implementation of solutions. Design detailed voice user interface documents using MS Visio call flows as the mechanism to identify the total voice user experience including prompting, logic, caller type analysis, error handling, report specifications and data to be transferred to the contact center with each call. Diligent in designing for ease of use and improving the user experience while following best practice guidelines. Perform quality assurance testing and support user acceptance testing efforts.

Oversee marketing, customer service, benefits, purchasing & billing.

Voice Interface Designer with more than 10 years of expertise in providing support for enhancing the customer service experience of Interactive Voice Response Systems (IVR’s). Designed call flows and scripts focusing on IVR ease of use and cost effectiveness.

• Designed technical documentation for system and process solutions to complex business problems for domestic and international sales, including re-engineering pricing tools.• Designed and delivered software training to end-users and other trainers at US Sales and Servicing Centers and in the UK, Japan and Hong Kong.• Organized order system usability study resulting in improved user performance and satisfaction increases of 12 percent. Conducted numerous heuristic evaluations of websites and software applications.• Recruited as the Systems Expert for cross-organizational Process Re-engineering Team to analyze existing customer service and coordinate process and system improvements.