Mary Chavez Email & Phone Number

Belmont, Ca, Us

Alpharetta, Ga, Us

▪ Actively support and configure multiple UCaaS and SaaS systems, including Salesforce, Zendesk, Mindtouch, Slack, Vonage VBC, and Five9 for more than 400 global users ▪ Identify opportunities for automation and collaborate with key stakeholders across the organization to implement solutions▪ Design and configure omnichannel skills-based interaction routing and custom workflows to meet complex business process needs▪ Configure and manage customer self-service channels including client portals, communities, and support site▪ Develop and maintain traditional CMS to include user permission management, vendor management, workflow creation and management, system architecture and design, UI/UX design and SEO performance, and dashboards▪ Manage API feed maintenance, integrations, using REST, XML, and Javascript API▪ Develop reporting tools to track efficiency ▪ Create, analyze, and maintain documentation of business requirements, processes, policies, procedures, service level agreements, metrics, system architecture and design, workflows, support guides, user manuals, and training materials▪ Provide collaborative input and project support for the implementation of new strategies and technologies

Alpharetta, Ga, Us

▪ Lead migration of SharePoint 2010 site to SharePoint 2016 online environment▪ Designed and maintained Document Libraries, Custom Lists, web forms, workflows, and custom web parts for internal documentation and process control increasing efficiency by 30% ▪ Developed UI screens using HTML, CSS, JS, Jquery, and Sharepoint Designer ▪ Built and managed a comprehensive view of critical metrics▪ Implemented several initiatives to improve the quality and consistency of project management within the department • Managed lifecycle of virtual events for executive-level Fortune 500 clients, utilizing a variety of web-platform solutions including ON24, WebEx, Adobe Connect Pro and GlobalMeet. These services include client account management, virtual event management, needs assessments, scheduling, custom branding, technical support, registration page creation, email notification creation and management, presenter content review, post-event data reporting, event recording and video editing.• Coached clients on industry best practices and delivery of presentation materials, pre and post-event • Performed root cause analysis and follow-up to ensure customer success