Representing the voice of the customer to the cross-functional Inflow CX teams for CCaaS, SaaS, Contact Center, IVR, professional services, CRM integration, QA, WFM, Speech Recognition, AI and dialers.• Utilizing my relationship building and problem-solving skills for collaborating with key stakeholders in customer organizations to uncover, document and address roadblocks and mitigate escalations while identifying implementation requirements and proactively upsell solution opportunities.• Spearheading the customer requirement discovery sessions, listening, evaluating, documenting results, creating a GAP analysis and providing strategic roadmap to address the GAP and presenting the findings to client.• Streamlining the process to save time and ultimately delivery cost by revising the hand-off documentation for the deployment team to migrate Clients more successfully to the Genesys cloud and to provide the value sold.• Quickly becoming a trusted advisor to provide business continuity consulting to the Clients for acceptance of the respective business plans while managing multiple projects simultaneously.

Customer Success Strategist known for exceeding goals by leading on and offshore teams, strategic managers, product management, contracts, and senior management with success completing delivery of client journey, leading strategy efforts, negotiating, proactively tracking progress, and managing resources for business operations with our solutions.• Exceeded performance metrics and earned Circle of Excellence Award and Trip in 2020 by cultivating, onboarding, maintaining, and advancing relationships with Avaya’s largest strategic Fortune 500 clients and partner teams.• Sought out by others for comprehensive planning of deployment management for customers with multifaceted transformations and business continuity through the migration based on extensive real-world experience.• Developed, prepared, and presented solutions and budget roadmaps acting as trusted advisor to enterprise CIOs and CTOs customer stakeholders, Senior Management, business owners and IT staff with quantitative return on investment (ROI) analysis, substantiating data and critical thinking that allowed executives to make fact-based decisions more expeditiously and with greater confidence throughout the complete customer lifecycle.• Led analysis and implementation discussions with customers, channel partners and Avaya Professional Services for multimillion dollar complex solutions in many vertical markets including utilities, retail, financial, insurance, pharmaceutical, government and healthcare for large transformation solution proposals and Statements of Work.• Build solutions by conducting discovery workshop and documentation sessions for Contact Center, IVR with Speech Recognition, AI, Quality Monitoring, Speech Analytics and WFM, Automated surveys, Analytics, CRM integrations and screen pops. Examples of this are, the 5-payment vendor integrated payment processing IVR with speech recognition in a PCI Enclave.

Led multi-national teams of on-site and remote resources to develop cost estimates, statement of work and presentation for solutions serving multi-national corporations in Europe and Asia. Collaborated with the account team to interview the customer, analyze customer needs, document requirements, plan deployment, and present proposals to customers for complex projects using Lean methodologies and Microsoft Suite. • Successfully communicated the customer needs, project direction and goals to cross-functional delivery teams/vendors and motivated them to meet completion deadlines and was known for getting things done.• Trained, studied, tested, and achieved Avaya Certified Associate – Communication Networking and trained team for us all to achieve team goals. • Was first in company to manage and organize the multi-national internal and vendor teams through the data gathering, needs analysis, building use-cases, establishing resources, integration, detailing the scope of services, deliverables, resource allocation, cost estimates and customer requirements for global program deployments. • Documented risks, objectives and developed options for mitigation with the transformation plan for the short term and the future state roadmap with all levels of customer executives and directors, internal offer managers, deployment teams, third party vendors to create, document and present the solution while developing a collaborative and effective environment for the team and was highly requested for high-touch customers.• Consolidated solutions for multiple products, applications, integrations, and vendors then translated that into customer-centric language for multiple level audiences for quick assimilation of complex data.• Was chosen to be a leader of the team that developed standards for global statements of work (SOW’s), resource effort and project requirements based on interdependencies for large complex technology projects.

Created project deliverables and migration planning for success with technology transformation implementations and migrations.• Successfully led highly complex communication and network technology for large customers including audited and resolved problems with emerging technology, complex contact center applications, multiple vendor, and multiple software integrations for successful delivery of the complete purchased solution for high-demand customers as Dell, Edward Jones, Citigroup, St. Louis County Government, Ernst & Young, Barnes-Jewish Hospital, Enterprise Rent-a-Car, Charter Communications.• Held a proven track record for formulated and managed global project plans using Microsoft Project based on resources, budget, technology, and recommended strategies for risk mitigation and service preservation. • Led and motivated large resource teams including third-party vendors for the installation, implementation, testing, and delivery of technology transformation projects to think creatively in order to exceed customer expectations.• Earned the privilege of remote work 10 years prior to WFH being an accepted practice based on strategic customer requesting continued support of their projects despite moving from area. • Received the highest results and accolades for team on customer surveys and internal 360-Degree surveys.• Awarded for newly established pre-sales PM group for prioritizing early development of accurate deliverables because of keen attention to detail, firsthand experience, and role model performance.