Seasoned and driven Enterprise Technical Consultant with a solid background and expertise in collaborating with cross-functional teams to enhance customer journeys, optimize service delivery, and improve business processes. Adept at leveraging advanced analytics to identify opportunities for service improvement, streamline workflows, and ensure data integrity. Skilled in crafting and executing customer-centric strategies aligning with organizational goals, leading to increased customer loyalty and profitability. Seeking to leverage technical acumen and a well-rounded skill set into the role of a Customer Experience and Service Manager.✅ By leveraging my extensive experience, knowledge, and expertise, I focus on creating innovative, simplified solutions that drive meaningful impact in the rapidly advancing world of GenAI.✅ Solve business challenges using GenAI tools that will expedite the decision-making process, increase productivity for the employee resulting in fostering long-term relationships and trust across the business. ✅ Leverage automation and innovative tools to solve business challenges, streamline decision-making, and enhance employee productivity, ultimately fostering long-term relationships and building trust across the organization.✅ I am excited about exploring new career opportunities in the DC metro area. After working remotely for an extended period, I am eager to return to an office environment and collaborate in-person with colleagues and clients. Please contact me at michele.russo5184@gmail.com.TECHNICAL SKILLSCisco Voice Solutions | Cisco Enterprise Contact Center | Reporting and Analytics | Google Dialogflow | Calabrio | WFM | Genesys PureCloud | NICE | Nuance