Michelle Babb Email & Phone Number

Campbell, Tx, Us

Mclean, Va, Us

Costa Mesa, Ca, Us

Global Functional Leader and Manager for all Network Security Services, including Firewall, WAF, IPS, and Proxy. Regions supported include North America, UK, EMEA, Brazil, South America, and APAC.

Costa Mesa, Ca, Us

Nov 2022 to Jan 2023: Leader of Global Network Security Edge Operations and Engineering Services for non-Firewall Network Security Controls for North America, Brazil, UK&I, EMEA, and APAC regions. June 2021 to Nov 2022: Manager of Global Endpoint Protection, Tanium, and Proxy Engineering and OperationsSept 2019 to June 2021: Manager of WAF, IPS, and F5 SSLO Engineering Operations

Chicago, Il, Us

Global Network, Telephony, and Contact Center Technology Infrastructure Manager for Harley-Davidson, Inc.

Chicago, Il, Us

* Service Strategy and Delivery Program/Portfolio Manager responsible for driving and delivery of configuration, integration, architectural, and platform enhancements/updates to shared Contact Center Technology Services used by the Harley-Davidson, Inc. (HDI) Global Contact Centers (Harley-Davidson Motor Company, Harley-Davidson Financial Services, Harley-Davidson Dealer Systems) * Functional Architect and Champion of HDI Contact Center Customer and Dealer Experience Technology Standards and Roadmap

Lake Bluff, Il, Us

* Practice Lead and Principal Consultant for Contact Center Operations Technology and Management consulting practice, providing oversight and content validation for all Ponvia WFO and PM engagements* Responsible for Sales, Engagement Management, estimation and definition of Statements of Work (SOW), execution and delivery of Management and Technology Consulting Engagements, and direct and indirect management of Ponvia consultants and sub-contractors * Individual contributor on multiple client engagements including Contact Center Assessment and Strategy Development, Vendor Product Consulting , Technology Upgrade and Replacements efforts, Establishment and Refinement of WFO Processes and Technologies, Management of Production Support of Contact Center Infrastructure and Applications, and Workload Distribution and Self-Service Enhancement projects (ACD and IVR)

Dallas-Fort Worth, Texas, Us

* Project Manager of Asia Pacific Call Center BPO Consolidation -Vendor Selection Process (RFP, Vendor Screening) -BPO Contract Definition, including definition of SLAs -IT Design for CRM Deployment, Call Center Flows, and Vendor Monitoring Access -Business Case Development and Management* Project Manager and High Level Requirements Definition for 7,500 seat Worldwide Session Initiated Protocol (SIP) VoIP (Voice over Internet Protocol) ACD Replacement Request for Pricing (RFP) and Vendor Short List Selection

San Antonio, Texas, Us

* System Administrator supporting WFM and PM applications for 12,000 U.S. and European Contact Center agents* Incident Management, Problem Management, and Preventative Maintenance for Avaya CMS (12 Servers), Avaya Operational Analyst, and IEX TotalView WFM (4 Servers)* Subject Matter Expert for various PM projects, including Call Center Metric Standardization and Data Warehouse Implementation (Avaya Operational Analyst/Informatica), Enterprise Skill Intraday Performance Dashboard Design and Implementation, and Enterprise Call Center Reporting Tools* Key contributor to Contact Center Technology Roadmap * Development and Validation of CEO Voice Channel Performance and Quality Report

Oakland, California, Us

* Business Liaison to IT, Technology Vendors, and Regional Contact Center Technology Owners for Contact Center Technology Initiatives and Enhancements* Requirements Definition, Solution Functional Design, and relationship owner of IT and Vendor Production Support of Contact Center Technology Solutions for 400 seat, two location Medical (Appointments/Advice) and Member Services Contact Center* Designed and Implemented Remote Advice Nurse (remote agent) program * Business Representative for PBX, ACD, Computer Telephony Integration (CTI), IVR, WFM, and QA Upgrade Projects

Us

* Roles included Manager – Customer Care Planning, Manager – Customer Care, Associate Engineer, Network Management Center (NMC) Technician II, Customer Care Supervisor, Reseller Support Representative - Managed Customer Care Planning Team (IVR and ACD Design, Reporting) for 2 Sites, 220 seat Retail and Broadband Contact Centers - Managed and Supervised 20 seat Broadband Accounts Contact Center - Business Analyst for in-house developed Fault Monitoring System - NMC Technician for Switched Voice Network - Contact Center Agent* Awarded Broadwing Top 200 Performers for Business Analyst efforts that expanded use of Internal Fault Monitoring System from 4 to 220 internal users

Business Administration And Management, General

Bachelor Of Arts - Ba, English Literature