Laressa Thomas Email & Phone Number

In this role, I was responsible for managing a case management software tool for sales architects, maintaining relationships with various stakeholders, and lead a team of software admins. Most recently, worked on creating Business Process Modeling and Notation (BPMN) diagrams to improve efficiency and streamline processes.Other responsibilities:• Managed global projects• Driving business strategy and goals• Problem solving, recommending, and executing solutions for complex businessproblems• Designing global processes, tools, and products• Building business relationships across the organization• Improving business processes and closing gaps• Defining, analyzing and clearly documenting requirements• Defining change management plan and adoption

As an operations manager, I managed a team of call center software developers and technicians. You were responsible for ensuring compliance, improving performance and productivity, and executing a technology roadmap.Other responsibilities:• Responsible for executing a technology roadmap pertaining to infrastructure and telco software in the contact center• Responsible to ensure availability of the contact software• Lead efforts for infrastructure disaster recovery planning and execution• Worked directly with managing vendors related to IT infrastructure and contact center applications (including disaster recovery, budgeting, and support for software)Delivered projects using Agile methodology

Ada, Oklahoma

In this role, I oversaw system installations, vendor management, and procurement. I also played a key role in designing and implementing a private wide area network for LegalShield’s Provider Network and planned infrastructure and call center software installations, upgrades, and troubleshooting.Other Responsibilities:• Work closely with the Technical Support team in troubleshooting Telecom services for both Provider Law firms and in-house call center agents• Perform analysis, audits, and assisted in negotiations for contracts and IT services• Lead a team with planning and implementation of a infrastructure and call center software