Morgan Franz Email & Phone Number

Atlanta, Georgia, Us

Menlo Park, Ca, Us

In my role as a Senior Solutions Consultant at Genesys, I empower partners to succeed in PreSales engagements by providing expert technical guidance, demoing and positioning Genesys solutions to exceed channel goals. By leading key enablement initiatives both internally and with Strategic Partners, I’ve played a pivotal role in launching joint solutions that drive increased adoption, collaboration, and revenue growth. My efforts in creating and documenting streamlined processes have reduced operational inefficiencies and prevented roadblocks during deal closure, ensuring smooth transactions and partner satisfaction. I work closely with the global partner ecosystem, identifying solutions based on use cases and maintaining up-to-date documentation to support seamless integration and implementation. This proactive approach has led to the channel consistently delivering over 100% to goal for FY24 and the current fiscal year, contributing to the overall success of Genesys.

San Francisco, Ca, Us

At Talkdesk, I led a high-performing, highly-engaged team that supported enablement and technical requests from PS and Partners. I launched the Internal & Partner Product Enablement program, driving cross-departmental collaboration and ensuring sustainability through comprehensive resource management, content creation, and process documentation. My leadership in facilitating forums with Senior Leadership fostered effective communication, enabling us to resolve issues, mitigate risks, and align on strategic priorities. I played a key role in the implementation of a company-wide GTM Readiness program, which led to a 56% increase in Services enablement at GTM launch. Additionally, I collaborated closely with the Product team to standardize and automate over 40% of Talkdesk products, significantly reducing deployment time and empowering the Delivery Partner & Reseller ecosystem with greater autonomy. As a key driver of the VOC program, I ensured that customer and partner feedback was incorporated into the product lifecycle, enhancing the overall customer experience and strengthening Talkdesk’s market position.

San Francisco, Ca, Us

As a Principal Consultant at Talkdesk, I focused on building strategic relationships and fostering collaboration across the organization to ensure comprehensive Professional Services enablement for over 25 products. My work in creating and documenting solutions for Industry Integrations (including EHRs, Banking Cores, and E-Commerce) and CRM Connectors (Salesforce, Dynamics, ServiceNow) was instrumental in driving scalability and consistency across the board. I provided technical expertise during pre-sales and post-sales engagements, delivering tailored demos that showcased the art of the possible and how clients could achieve maximum ROI with Talkdesk solutions. Additionally, I consulted on statements of work, ensuring that all requirements, deliverables, and potential risks were clearly outlined, leading to successful project outcomes and high customer satisfaction.

Portland, Or, Us

In my role as a Business Systems Analyst at Cambia Health Solutions, I managed the implementation and optimization of NICE CxOne IVR, Digital, and Self-Service Virtual Agent Bot solutions across 30+ departments. My leadership in overseeing tasks, resources, and risks ensured consistent communication and on-time project delivery. I also led the integration of Salesforce with NICE WFM and CxOne using REST APIs, resulting in improved workforce management forecasting and enhanced agent KPIs. My ability to provide actionable insights led to a significant reduction in internal transfers by 25%, while also enhancing the Virtual Agent experience, driving increased adoption and customer retention. My work at Cambia was characterized by a commitment to improving the customer experience and delivering solutions that aligned with the organization’s strategic goals.Additionally, I provided liaison support and facilitated collaboration between Vendors, IT and Business resources to ensure scope and requirements are met. Including, relationship management w/ Vendors on technical support items.

Hoboken, New Jersey, Us

As a technical solution expert on NICE inContact's UI and technical infrastructure, I played a pivotal role in bridging the gap between Services, Product Management, and R&D. I collaborated closely with cross-functional teams to remove roadblocks, enabling our services departments and customers to leverage NICE CxOne applications effectively and achieve significant ROI. My focus on consulting with industry best practices ensured our solutions met the highest standards.In this role, I supported the implementation of a comprehensive knowledge management system that streamlined access to critical information, enhancing collaboration across internal teams, partners, and customers. I was also instrumental in supporting the design of new features aimed at streamlining and improving the end-user experience.By building strong cross-functional partnerships, I helped drive go-to-market readiness for new features, ensuring that our products were not only aligned with customer needs but also positioned for success in a competitive market. My contributions were key in advancing the product roadmap, integrating customer feedback, and optimizing workflows for better performance and user satisfaction.

Hoboken, New Jersey, Us

As a Staff Implementation Manager at NICE, I led the successful execution of complex, global SaaS projects for commercial, strategic, and enterprise clients. My approach was rooted in thorough discovery sessions, where I identified client business needs and aligned our solutions to meet those needs. By adhering to PMP standards and waterfall methodology, I ensured that projects were delivered on time, within scope, and to the highest quality standards. My proactive risk management strategies involved close collaboration with cross-functional teams to develop and implement effective mitigation plans, ensuring that potential issues were addressed before they could impact project success. I also provided tailored SaaS product training and demos, aligning solutions with client business objectives and maximizing adoption. My expertise in Network and Connectivity processes ensured that our solutions were fully integrated and optimized for client environments, resulting in high customer satisfaction and repeat business.

San Jose, Ca, Us

As a Quality Manager at eBay/StubHub, I was responsible for supporting a team of over 30 Department Managers, Team Leads, and Coaches, ensuring that a department of 250+ representatives consistently delivered superior customer care. I collaborated with global teams to create, standardize, and implement Quality processes and SOPs, establishing consistent practices and expectations across the organization. My focus on leadership and development fostered a culture of continuous improvement, where excellence was recognized and rewarded, and accountability for quality standards was paramount. By driving this culture, I was able to enhance the overall performance of the team, contributing to a better customer experience and strengthening the eBay/StubHub brand.

San Jose, Ca, Us

In my roles as a Fraud Investigator and Customer Service Representative at eBay/StubHub, I was dedicated to protecting the platform by conducting thorough reviews of accounts for fraudulent activity and implementing infringement and counterfeit prevention measures. My commitment to providing exceptional support to both buyers and sellers ensured that transactions were smooth, issues were resolved promptly, and customer satisfaction remained high. This role allowed me to contribute to the growth and trust of the eBay/StubHub community by safeguarding its integrity and delivering a positive customer experience.