Roger Lee Email & Phone Number

Los Angeles, CA, US

California, United States

Greater Minneapolis-St. Paul Area

Palo Alto, California, United States

Greater Los Angeles Area

Greater Los Angeles Area

Simply The Best In Analyzing CX ConversationsWe harness the power of the machine to enhance customer relationships. We capture, understand and handle both recorded and live conversations. By consuming 100% of your conversations, we deliver powerful insights and provide analytics from the contact center to the enterprise.

• Builds a critical mass of support for a given technology or solution and establishes it as a leader in a market that is growing with new entrants and established contenders. Promotes the use of a particular product or.
• Measure of “Share of Voice” on a particular topic area. Watch this measure over monthly intervals to see percentage increase for OpenText brand awareness.
• Drive traffic to social sites - continuous social activity to spread the word on OpenText CEM
• Develop customer-centric aids - Creating digital content that prospects can use to build a business case internally or use for validation of OpenText’s leadership in the market
• Cross-product CEM education - taking customer stories and using them to educate and persuade the various departments to invest in innovating and coordinated selling CEM products and solutions.
• Source for new solutions or product enhancements - feeds back into the product roadmap and solution ideas, allowing for consistent improvement and adaptation to market needs.

Plano, Texas

• Key responsibilities included:
• Revenue – contributed to $2M in services revenue by developing, enhancing and implementing value-add business consulting services for the analytics solutiono Collaborated and educated enterprise services consultants on.
• Awareness – Leveraged entire WFO software team to drive awareness through social mediao Authored and contributed articles on people, process, technology and strategy through the various social media channelso.
• Marketing – Drove demand and increase new logo leads for saleso Demonstrated presence at broad based contact center events including ICMI, Frost & Sullivan, CCNG, and IQPCo Developed case studies with identified.

Greater Minneapolis-St. Paul Area

• Customer Management: Responsible for maintaining and managing effective Executive relationships with client
• Project Management: Full responsibility for delivery of all products implemented at a client site. Manage delivery execution across all project staff of assigned services projects and programs including.
• Sales Support: Conducts presale assessments of new and major product sales/contracts as required in selling situations.
• Staff Management: Responsible for ensuring area of responsibility has the talent and resources to meet short- and long-term organizational goals as well as ensuring maximum productivity and performance.

• Design, implement and operationalize help desk support within 6 months
• Manage performance of 13 direct reports (on-shore and off-shore, help desk support and software deployment), coach and develop staff.
• Planning and executing Client Experience initiatives - primary interface for Client Experience and Product Management, Development, Sales and Services for initiatives.
• Responsible for all aspects of our project management including to secure and coordinate resources, identify appropriate operational methodologies, facilitate effective communications, and manage the project budget.
• Develop best practice operational practices and launch associated initiatives.
• Ensure customer feedback is incorporated into new initiatives throughout the process.

· Business implementation lead for a multi-million dollar global deployment project where client purchased the complete suite of products for their organization · Lead consultant for an engagement consisting of a multi-unit assessment of their internal help desk and guest relations business unit · Engage the necessary solutions experts throughout the.

· Developed and implemented the overall strategy for initial, ongoing and refresher training activities. Determined the best global training delivery method to maximize learning as well as meet business objectives. · Developed and implemented the overall strategy for quality monitoring leveraging the Witness quality monitoring application. Improved quality.

· Created and executed the company's vision to strengthen its value proposition, and increase its services revenue by providing contact center consulting services. · Defined and created the customer experience for consulting services including a documented process for conducting the initial customer discovery process, customer analysis process and.

· Managed and led six support teams totaling 100 people. Created and communicated vision and mission statements for support teams. · Designed and implemented Quality Assurance program across three contact centers to monitor and evaluate associates on call quality and selling skills. · Implemented Six Sigma change management methodology in May 2002 across.

· Delivered business improvement results of $4.6 million by leading complex process improvement initiatives. · Researched, proactively recommended, and implemented quality process changes to enhance performance in a cross-functional capacity. · Educated management on quality methodologies and ensured adherence. · Contributed $3 million in savings derived.

· Managed process improvement projects, leading cross-functional teams to achieve desired increases in revenue, profit and customer satisfaction. Led migration project that reduced cycle time by 50% and improved customer retention and employee morale. · Acted as a change agent to realize significant improvements in business process performance. Created.

· Developed and deployed cost and expense forecast tool for 30 district general managers across U.S. that enabled the general managers to do monthly forecasts. · Successfully advised small-business clients on financial strategy, employing effective counseling methods. Developed trust and rapport through attentive listening, and combined candid assessment.