Lorelei C. Email & Phone Number

Remote - Florida

Project Manager V - Clinical Review Tool, DevSecOps, & HSRM Training, OCM, & Production Support

Gulfport, Fl, United States

Falls Church, Virginia

Falls Church, Virginia

CRM O&M software development project manager.

Washington D.C. Metro Area

Veterans Administration Contact Center Modernization & Transformation

Northern Virginia

Owner/Managing PartnerPLANET Member, Small Women & Minority (SWaM) Certified; Landscape Design Award Winner, 2011Successful entrepreneur and green industry professional with 11 years of experience in sales, marketing, business development, web design and development with an advanced e-commerce component, pay online invoicing, and field operations in the landscape design, property maintenance, and home improvement industries. Skilled and knowledgeable with all facets of the industry to include: Industry Best Practices relating to Operational Safety, Integrated Pest Management Practices, Financial Accounting, Licensing, Certifications, Accreditation, Employment Law, Insurance, Zoning and Code Enforcement Requirements. Highly customer-centric with excellent customer relationship skills as evidenced in developing a portfolio of over 1,000 organic customer accounts in wholly through referrals while cultivating existing customer relationships.

Fairfax, Va

Managing Consultant, IBM Public Sector, Customer Relationship Management (CRM) PracticeClients: FEMA, USDA Forest Serviceo Managed and lead CRM and Contact Center Optimization Engagements, including activities around project and task planning, budgeting, change management, consultant development, and risk planningo Actively contributed to business development opportunities by developing value propositions and presenting to potential clientso Responsible for developing relationships with application vendors (i.e., PATLive, IBM Internal Help Desk)o Responsible for identifying CRM opportunities with various industry executives in the Public Sectoro Managed and mentored approximately 12 entry level consultants within the practiceo Provided thought leadership and subject matter expertise in transformation activities for multiple customerso Actively leveraged as a Subject Matter Expert (SME) in CRM & Contact Center implementationso Lead business analyst teams across multiple projectso Exceeded Personal Business Commitments and ranked within top 10% of peers

Washington D.C.

Senior Consultant, AT&T Solutions, Professional Services Division, Contact Center Optimization PracticeClients: ADT, Pfizer Pharmaceuticals, AT&T Internal Customer Support Center, Medco, Amtrak Contact Flow Optimizations & Business Process Design & Optimization to include overall financial assessments and cost containment Workforce Management Assessments & Optimizations Contact Center Consolidations/PBX Security Audits AT&T Best Practices & Methodology in Business Process Design & Optimization Human Factors Engineering as Related to Language in Automated System Designs Speech Recognition & Readiness Assessments Project & Financial Management

Arlington, Va

Project Manager and Contact Center Architect and Integrator for the ECC, a $3 million state of the art contact center facility and specifically responsible for the planning, development, and design of the ECC for the U.S. Patent and Trademark Office to include staffing, financial management, proposal development, and training Responsible for the implementation, operation and administration of the ECC for the U.S. Patent and Trademark Office encompassing 12 remote call centers with over 300 agents as well as the heart of the system, the ECC Technical Services Help Desk CTI/Software development lead for ACD / IVR / CTI / TDD / TTY (Section 508)/ CRM / Email / Knowledgebase Responsible for the overall implementation and programming and maintenance of the Rockwell Spectrum ACD for the U.S. Patent & Trademark Offices and its clients to include training utilizing the Rockwell Spectrum ACD, CTI, Periphonics IVR, Heat, Remedy, and Octel Voice Processing System. Responsible for the implementation and programming of the U.S. Patent & Trademark Office Development Lab which houses a Genesys T-Server, Rockwell Transcend (NT Platform) ACD, CTI, Contract Integration Manager, Call Center Studio, Periphonics IVR, Call Sponsor, Access2 (transaction link), Interactive Intelligence, Enterprise Interaction Client, and other various applications software for application development and future development of the U.S. Patent and Trademark Office call center