Senior AI Contact Centre Technical Analyst

Business improvement of the Contact Centre.The role encompasses artificial intelligence, voice engineering, RPA, development, business improvement & analytics reporting.Core responsibilities:· Work with external vendors and Contact Centre stakeholders to support the design and operation of AI capability across a mix of digital channels and ensure a consistent customer experience across Facebook, Facebook Messenger, mobile app and other applications as they come online (eg. WhatsApp and LINE).· Support management and delivery of a new IVR system and its vendor. Designing customer conversational flows and decision logic.· Accurately report on and distribute information on the performance of VA Agents and Robots· Supervise the Customer servicing robots and manage exceptions and outages daily.· Support the performance management of Contact Centre technology, including Telephony systems, IVR, VA, Robotics, and integrations· Ensure all policy, procedures and products are gathered from colleagues and updated in VA agents and Robots· Represent this stream in policy and procedure discussions· Co-ordinate with the Contact Centre where required to advise of changes and updates

http://www.securebike.net/ I began SecureBike at the age of 15 demonstrating my avant-garde of thinking. Implement cost effective logistics plans in global statistical reporting structure through detailed research and analysis. Execute business procedures and strategies to promote attainment of organisational objectives. Ensure adequate and suitable resources to complete business projects and procedures.http://www.securebike.net/Key Accomplishments:• Enhanced 99.6% clients’ satisfaction level and resolved complaints regarding product and service by providing exceptional service in distribution process.• Boosted NZD$52,000 revenue annually by establishing online sales business of selling Grip-Lock product through numerous sites across nine countries in line with websites policies.• Optimised company’s returns by implementing marketing strategies based on business reporting.

To manage and support solution implementation for our existing and future customer base with their sales and technical support needs. To administer and manage stakeholders the provisioning, support, sales and marketing processes of the proposed solution.

Devoli is an automation company offering network and software tools that free up time for you to do the work you love by automating the tasks you don't.Devoli offer full-service carrier and telecommunications infrastructure providing service to system integrators, IT service providers, cloud specialists, content owners, content distributors and more.Our continually expanding footprint means we're now the very best connected service provider in New Zealand and top 3 in Australia. The future is an exciting place to be and we're excited about delivering it to our customers.Role:Provide technical support, advice, and assistance to consumers and business with technical, hardware, and software system problems. Evaluate processing potential by testing compatibility of new programmes with existing. Prepare and deliver detailed reports related to product reputation, market trends, competitive activity, and customer satisfaction. Communicate with new and existing key account holders while promoting and company’s products. Develop sales proposals and quotations in close collaboration with team members to meet deadlines.Key Accomplishments:• Reduced technical support staff consecutively by 38% in 2016 and 30% in 2017 through development of knowledge base and respond to bot queries promptly.• Sustained organisational growth rate up to 30% by delivering training to wholesale engineers through implementing seven learning styles.• Replaced half million line card as well as relocated all SFP and fibres of ports in under half an hour during emergency BGP Alcatel line card failure.• Increased sales in technical solutions product development, existing service, and company’s marketing programme implementation.• Maximised sales of technology products by creating and evaluating innovative sales plans.• Automated robot support ticket system to maximise operational efficiency from 11 to 4 minutes.

Ensured execution of all functions in various departments including infrastructure, documentation, and IP address management. Scheduled and followed through on calls with leads and current customers. Conducted market research to identify selling possibilities and evaluated customer needs.Key Accomplishments:• Directed 4M data centre infrastructure required for smooth running of enterprise operations.• Improved monthly revenue up to $80,000 by accumulating core cloud and data centre rack space sales in accordance with customer requirements and quality standards.• Managed NOC process, sales growth, and provisioning calls for organisation with 100% accuracy.

Cloud IO is a cloud web hosting and AnyCast DNS based in Australia, containing instant deployment, enterprise network security, managed hosting, software implementation, hardware scalability instantly, premium network speed, hardware redundancy and 99.99% uptime.This contains a high performance ZFS based Cloud which offers flexible plans which are scalable, affordable and quickly deployed by the users interface.See Rack Central for accomplishments.

Please refer to Technical Support Specialist role above

Employed on a temporary basis, while I was at high school.Responsibilities entailed: - Advanced excel formulas- Database entry- Website building and development- Filing

Media setup for conferences (TV's, lighting, projectors, touch screen)Customer service (Customer satisfaction)

PC building of 400+Customer serviceProblem solvingCustomer solutions