NICE CXone is leading the charge into digital-first Customer Experience Management. Unlike traditional contact center software that starts with an inbound call or chat to an agent, we help brands connect with their customers where over 80% of their journeys truly start -- digital. Google searches, web sites, mobile apps, proactive outbound – now you can connect with customers on the digital touchpoints that they prefer; and drive branded, guided customer experiences to quickly and effectively resolve all customer needs via the easiest and most cost effective route. Build better bots faster and make self-service the #1 choice of your customers by applying our Enlighten AI to your own data to prioritize automation topics, automatically catalog all the ways your customers express intent, and easily train advanced conversational self-service bots. Create agent-assisted experiences that “wow” every time by preparing your agents with a seamless handoff from self service (with context) and AI-powered next-best action, answer, and soft-skill behavior – all in real time.Ready to explore the transformative power of a single cloud platform that combines Self-Service, Digital, AI, and CCaaS to deliver a seamless customer experience across all interactions? Let us show you how CXone can get you there…p: 310-595-5932 | e: marcus.garcia@niceincontact.com | w. http://www.niceincontact.com

NICE CXone is leading the charge into digital-first Customer Experience Management. Unlike traditional contact center software that starts with an inbound call or chat to an agent, we help brands connect with their customers where over 80% of their journeys truly start -- digital. Google searches, web sites, mobile apps, proactive outbound – now you can connect with customers on the digital touchpoints that they prefer; and drive branded, guided customer experiences to quickly and effectively resolve all customer needs via the easiest and most cost effective route. Build better bots faster and make self-service the #1 choice of your customers by applying our Enlighten AI to your own data to prioritize automation topics, automatically catalog all the ways your customers express intent, and easily train advanced conversational self-service bots. Create agent-assisted experiences that “wow” every time by preparing your agents with a seamless handoff from self service (with context) and AI-powered next-best action, answer, and soft-skill behavior – all in real time.Ready to explore the transformative power of a single cloud platform that combines Self-Service, Digital, AI, and CCaaS to deliver a seamless customer experience across all interactions? Let us show you how CXone can get you there…p: 310-595-5932 | e: marcus.garcia@niceincontact.com | w. http://www.niceincontact.com

NICE CXone is leading the charge into digital-first Customer Experience Management. Unlike traditional contact center software that starts with an inbound call or chat to an agent, we help brands connect with their customers where over 80% of their journeys truly start -- digital. Google searches, web sites, mobile apps, proactive outbound – now you can connect with customers on the digital touchpoints that they prefer; and drive branded, guided customer experiences to quickly and effectively resolve all customer needs via the easiest and most cost effective route. Build better bots faster and make self-service the #1 choice of your customers by applying our Enlighten AI to your own data to prioritize automation topics, automatically catalog all the ways your customers express intent, and easily train advanced conversational self-service bots. Create agent-assisted experiences that “wow” every time by preparing your agents with a seamless handoff from self service (with context) and AI-powered next-best action, answer, and soft-skill behavior – all in real time.Ready to explore the transformative power of a single cloud platform that combines Self-Service, Digital, AI, and CCaaS to deliver a seamless customer experience across all interactions? Let us show you how CXone can get you there…p: 310-595-5932 | e: marcus.garcia@niceincontact.com | w. http://www.niceincontact.com

My time at Avaya was spent consulting with, selling to and managing some of the biggest contact centers in Avaya's customer portfolio. Customers ranging from a single location with 100 call center seats to 30+ locations around the globe, thousands of contact center seats...and everything in between.Solutions and experiences included customers using simple ACD routing schemes to customers requiring multi-channel, WFO, WFM, IVR, Dialer, CTI integration and frequently multi-vendor integrations involving various combinations of Avaya, Cisco, Genesys, NICE, Verint, Siebel, Salesforce.com, MS Lync, outsourcers etc.

Created and developed The Anytime Academic Assistance Program (TAP) designed to allow Colleges & Universities to use a customized version of Student of Fortune's SaaS cloud based academic assistance platform. TAP provides Schools & Universities the opportunity to offer 24/7 online academic support to their students in over 600 subject areas. TAP was based on a revenue sharing model to create a win-win-win scenario for Universities, Students & Student of Fortune.Developed Campus Rep program to allow student to student on-campus marketing of the site and its benefits. Recruited, hired and trained all campus reps and oversaw the development of all marketing materials and programs.Student of Fortune was acquired by Chegg in 2011.

Oversee sales operations in Los Angeles, San Francisco, Seattle, Chicago, Dallas, Houston, and Western US markets. Define strategies to increase sales and product adoption. Deliver presentations to C-level decision-makers across multiple business functions in diverse industries. Champion a common vision by motivating individuals to produce favorable results and build a loyal customer base. Leverage knowledge of forecasting, planning, and expense control to develop sales plans that are in line with corporate goals.

Wrote business plan. Executed go to market strategy. Partnered with stakeholders to ensure optimal operations. Worked collaboratively with CFO, President of Commercial Services, and Office Manager. Successfully transitioned the business from a residential focus to focusing exclusively on commercial tenant representation. Used a multifaceted sales strategy that included cold calling, canvassing, networking, and relationship building. Leveraged book of business contacts to grow sales. Identified and hired top talent, including experienced industry professionals and recent grads.

Promoted to this role as a result of success in network product sales. Led 12 direct reports, 10 sales representatives, and 2 customer engineers. Directed sales to an installed base (2,500 customers), which produced over $12 million in annual revenue. Rebuilt sales teams. Recruited top sales talent from competitors. Defined pricing guidelines and ensured top customer service ratings.

Recruited data & telecom VAR's (Value Added Resellers) to source product through Ingram Micro.