Laurie Sheerin Email and Phone Number
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Digital transformation leader with deep domain knowledge of contact centers, CRM, integrations, and customer portals offering a blend of technical and business acumen with a proven record of driving transformational technology projects.Recent completion of a large, global digital transformation program encompassing six brands from RFP to production steady state of 2000+ sales and support agents worldwide. Tangible results supported by KPIs and budgetary figures.Delivered on strategic Cloud and AI technology roadmap for chat and voice bots, Generative AI summarization, and generative AI question and answering bots positioned to optimize processes, enhance customer experiences, reveal insights, and drive innovation. Experienced in evaluating competing AI solutions, build vs. buy.Assumes full ownership for all areas of responsibility including identifying and fulfilling customer needs, product, and global market intricacies used in creating and executing strategic plans. Valued for ability to move initiatives forward, driving progress in highly complex and ambiguous environments.Fosters collaborative relationships, generating business value throughout end-to-end project delivery. · Methodologies: SAFe, Kanban, Scrum Agile including full systems development life cycle (SDLC)· Product management, program portfolio management, engagement delivery and business analysis· Private equity, merger and acquisition implementation teams· Global business experience, resourcing, and deliveryCertified (6x) Salesforce consultant immersed in the ecosystem.
Newfold Digital
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Senior Director Of Contact Center Technologies, Enterprise Business Systems ArchitectureNewfold Digital Sep 2020 - PresentJacksonville, Florida, UsLeads the global contact center technologies organization featuring Genesys Cloud, Salesforce and Pega in support of sales and customer service omni-channels (voice, chat/web messaging, email). Leveraging AI/ML/NLP features including AI voice and chat bots, GenAI summarization and knowledge base discovery to enhance operational efficiency and our customer experience. Orchestrated the migration, consolidation and digital transformation of 6 major brands in ~2 years from on- premise contact centers to Genesys Cloud including CTI integrations with Pega and Salesforce CRMs. Delivered upon an aggressive schedule with ~4 months between brand migrations achieved due to collaborative partnerships across the enterprise and a commitment to process alignment.
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Product Platform Management Org, Business SystemsEbsco Industries, Inc. Feb 2019 - Jul 2020Birmingham, Al, UsCharged with modernizing enterprise business systems in order to reduce system duplication and integration of three companies formed by a merger and acquisition. Hands-on engagement director and solutionist for Salesforce (sales, service, and community clouds), Marketo, and NetSuite supporting 1500+ global users. -
Crm ConsultantEbsco Industries, Inc. Oct 2014 - Jan 2019Birmingham, Al, UsChartered by CEO to work as a business systems application architect across EBSCO’s 20+ companies (publishing, media, manufacturing, insurance, and real estate.) Partnered to digitally transform sales and service operations through implementation of “best fit” CRM and digital marketing solutions (11 Salesforce, 3 NetSuite, 3 Marketo organizations).
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Director Of Product ManagementEbsco Industries, Inc. May 2012 - Oct 2014Birmingham, Al, UsResponsible for UX research, localization, competitive analysis, and feature definition for EBSCO research interfaces (50+) in support of a global user base of diverse personas and market segments (academic, corporate, and medical).
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Outsourcing Delivery ManagerSupermedia Llc Jun 2010 - Apr 2012Deep knowledge of outsourcing delivery models. Substantial role from initial request for information (RFI) to “steady state” operations. Directed management of on and offshore partner resources (70+), TCS, and Accenture.
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Sr. Group Manager - Internet Services, It Outsourcing DeliverySupermedia Llc Nov 2006 - May 2010Led the web development department at SuperMedia, a full-service media advertising company. Responsible for two industry leading internet yellow pages (IYP) properties, Superpages and Switchboard, offering consumers local search and advertisers a pay-for-performance model on desktop and mobile delivery platforms. Other web assets comprised consumer shopping and coupon properties reliant on organic and referral search traffic.
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Assoc. Director Internet TechnologyVerizon Jul 2000 - Oct 2006Basking Ridge, Nj, UsManaged a high-performing, self-directed team of software engineers in support of customer and sales tools. Delivered the company’s first internet customer portal and e-commerce store with real-time credit card processing, back-office fulfillment integration, customer account management, and product planning tools. -
Director Year 2000 ProgramVerizon Aug 1997 - Jun 2000Basking Ridge, Nj, UsDirected the corporate Y2K program for domestic and global publishing operations including Czechoslovakia, Slovakia, Poland, Greece, and Shanghai, creating actionable business unit continuity plans and compliance audits.
Laurie Sheerin Skills
Laurie Sheerin Education Details
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Questrom School Of Business, Boston UniversityManagement / Technology -
University Of Massachusetts AmherstAccounting
Frequently Asked Questions about Laurie Sheerin
What company does Laurie Sheerin work for?
Laurie Sheerin works for Newfold Digital
What is Laurie Sheerin's role at the current company?
Laurie Sheerin's current role is Enterprise technology leader working to digitally transform the customer journey..
What is Laurie Sheerin's email address?
Laurie Sheerin's email address is la****@****nce.com
What is Laurie Sheerin's direct phone number?
Laurie Sheerin's direct phone number is +197827*****
What schools did Laurie Sheerin attend?
Laurie Sheerin attended Questrom School Of Business, Boston University, University Of Massachusetts Amherst.
What skills is Laurie Sheerin known for?
Laurie Sheerin has skills like Agile Methodologies, Crm, Software Development, User Interface Design, Seo, Enterprise Software, E Commerce, Strategy, Agile Project Management, Quality Assurance, Management, Integration.
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