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 solution through talks, articles, blogging, user demonstrations, recorded demonstrations or the creation of sample projects. Establishes credibility and speak honestly about the good and the bad around a particular technology/solution, leading internal education, promoting external awareness and thought leadership. Identifies new trends, propose solutions or new technology features based on observations and discussions with other leaders or end users.Key responsibilities include:• 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.• Sales & Partner support – respond to the sales force and channel needs as the subject matter expert for the solutions and related market categories; present on various CEM topics to customers, prospects, analysts or other stakeholders

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 software applications in order to establish WFO business consulting practiceo Collaborated with professional services to develop and execute business consulting services for analytics deployments• 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 Communicated with customers, prospects and market through regular blogs and emailo Designed and implemented quarterly leader to leader calls with “C” level to understand overall client’s strategy, what is and what is not working, continued to build/establish client relationships and demonstrated a client/partner outcomeso Roadshows with install base to build/re-establish client relationships• 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 installed base and continue to add referenceso Championed and stewarded the brand including all branding and terminology guidelineso Continued to partnered and proactively communicated with industry analysts

• 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 cross-functional collaboration to support project delivery.• 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.• Provide monthly activity and status reports of knowledge of industry operations practices and technologies.• Partner with cross-functional teams on corporate initiatives impacting Client Experience.• Ensure a smooth hand-off of fully-functional initiative when ready to roll into mainstream operations.• Stay current on industry and support center best practices by developing support center network.• Analyze support center processes and performance to identify opportunities for improvements.• Recommend whole-solution improvements; process, technology, policy.• Track progress of improvements through metrics.• Develop personnel sourcing strategies, as appropriate

· 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 customer business deployment while balancing the scope and customer expectations to ensure project profitability as well as customer success · Collaborate with all solution delivery experts to assess customer needs, deliver recommendations toward achieving ROI, map out solution configurations that deliver cross-functional benefits across NICE's solutions, and guide the customer toward high user adoption · Facilitate application design sessions with relevant solution subject-matter-experts from QM, IEX, Interaction Analytics, Performance Management, to deliver on customer business needs and requirements · Work with Project Managers to incorporate business implementation elements into the master project plan and timeline · Recommend and propose value added services to help the customer achieve their business goals, including application configuration services, training services, Interaction Analytics, and services from 3rd party Consulting partners · Manage the profitability of the Business Implementation by optimizing the planning and utilization of onsite resources · Work with product sales during the sales process to evaluate and craft complex service proposals as well as educate clients on value added services options to ensure a smooth business implementation

· 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 through targeted training and development. · Leader of the training and quality team. Manage performance of 11 direct reports, coach and develop staff. · Responsible for continuous improvement of training strategies and delivery methods, increased efficiency and effectiveness of training, which enhanced overall department expertise. · Owner of driving diversity within customer services by delivering educational and action-oriented events reinforcing that diversity is beyond ethnicity, religion and culture. · Leader of cross-functional team from different business units to share best practices/existing programs in the areas of employee and leadership training and development. * Define opportunities to fill training gaps/leverage a consistent approach to creating a service environment.

· 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 timeframes, and the delivery of the final conclusions and recommendations. · Defined and implemented the consulting services pricing model. · Delivered consulting services providing contact center operational assessments and quality monitoring assessments for various organizations including: service to sales, internal help desks,service recovery, service providers, and union shops. Received customer testimonials for services provided. · Evaluated 3rd party applications that complement the overall service offering and champion the addition of products into the overall offering. · Provided Six Sigma awareness training to other departments within the organization. · Delivered public speaking at industry events as well as written articles for various publications on Six Sigma, coaching, quality monitoring and the application of Six Sigma in Contact Centers. Received several accolades and high ratings for educational content and effective delivery of material.

· 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 three contact centers todrive for improvements in revenue growth, customer satisfaction, cost management, and business alignment. · Developed and delivered Six Sigma Green Belt training in March 2003. · Implemented lean concepts within graphics design center to improve workflow and reduce cycle time by 50% to 24 hours. · Benchmarked graphic design companies to implement best-practice metrics. · Delivered $1million in identified cost improvements in 2003. Projects included: o Enhancing (workflow) order entry system for sales transformation for customer service representatives. o Improving accuracy of customer data by automating transfer of customer data to shipping and billing fields. · Business owner and co-project manager of key initiative that contributed $1million in revenue and a 10% reduction in after-call-work (ACW). · Proactively partnered with other functional areas impacted by the contact center processes to ensurealignment and coordination of work processes. · Developed quality standards and measurements and ensures consistency across all processes. · Responsible for relating process to organizational strategy.

· 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 from analysis of contract labor costs. · Established performance measurements for mail centers to ensure order accuracy. · Team leader for Malcolm Baldrige self-assessment for Leadership and Strategic Planning categories.

· 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 central repository via Intranet to disseminate information to employees. · Provided support, coaching, tools to senior business leaders and their organizations that enabled delivery against margin improvement goals. · Developed a project costing template for Six Sigma projects that allowed for quantifying the opportunity and for cost­benefit analysis. · Achieved Six Sigma Black Belt certification through accelerated training program.

· 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 of current status with proposals for improving profitability. · Facilitated 2000 budget planning process by applying Six Sigma methodology of process improvement. · Developed monthly financial reports via Hyperion Retrieve comparing actual to forecast, actual to budget, current quarter forecast to previous quarter forecast, and total year current forecast to total year prior forecast. · Enhanced a manual benchmark report to an automated monthly report using Excel macros and Hyperion Retrieve that was used by the regional vice presidents. · Collaborated with information systems team to give field employees access to detailed information in Oracle financial system resulting in reducing accounting research time by 30%. · Trained management and staff on use of both 1999 and 2000 forecast and budget tools. · Achieved Six Sigma Green Belt certification.