Cindy Proctor Email & Phone Number

Remote

• Led multiple project teams on complex assignments while directly engaging with customer stakeholders; the average software implementation or upgrade project ranged six months to one year.
• Managed multiple projects simultaneously, overseeing up to 10 direct reports and $500K to $1M budgets.
• Directed problem resolution discussions with senior client leadership to define alternatives, create action plans, collaborate across multiple departments, and facilitate decision-making.
• Performed financial tracking for projects to ensure cost containment and value-based results.
• Conducted periodic steering meetings with internal stakeholders to update backlog.
• Researched and monitored current and prospective competitors and assisted marketing with differentiators.

• Managed project teams of 5 to 20 staff, working on contact center optimization projects for Fortune 100 clients, including deployment of Verint, IEX, and other initiatives to ensure on-time, within-budget deliverables.
• Implemented process improvements in reporting and analysis that resulted in a 70% reduction of lost time, creating a $2.5M annual savings.
• Analyzed, identified, and led adoption of process improvements in back-office operations that lowered resolution time from 75 days to 35 days while yielding $7.5M in annual cost savings.
• Developed and delivered training for CRM division on contact center basics, workforce management, analytics, quality and performance management, and other operational topics.
• Conducted client workshops to gather requirements, identify gaps, and leverage Accenture Delivery Methods to provide detailed project plan to achieve optimize operations.
• Completed process and software assessments related to CRM, training, quality monitoring, and contact center applications; documented gaps, recommendations, and path to improvement / resolution.

• Managed multiple, complex global accounts by researching and understanding clients’ business needs; recommended configuration, workplace processes, and organizational design or improvement.
• Achieved or exceeded quotas every year, generating $3.5M in annual sales by bringing in new clients and expanding account spend with existing customers.
• Developed product marketing plans for strategic planning and performance management as a value-added reseller; collaborated with marketing staff to ensure tactical programs had proper sales processes, methods and.

• Worked on-site in the UK and Australia while providing consultative direction to distributors in APAC and Europe, delivered recommendations for support, training, and implementation processes for NICE, IEX customers.
• Managed end-to-end project deployments of NICE/IEX, including process documentation for support, implementation, and training for rapidly growing global operations.
• Collaborated with Program Managers to coordinate research and planning efforts on internationalization of NICE software; provided analysis for productivity/operational metrics for global contact centers.
• Consulted with customers using subject matter expertise, guidance, and direction on Workforce Management related processes, skills based routing, intelligent routing, and multimedia deployment.

• Hired as a Customer Service Supervisor, leading 15 customer service reps while partnering with marketing staff to improve customer communication and satisfaction. Promoted rapidly to positions of increasing.
• Proved vital to replacing Rockwell Galaxy ACD with Aspect ACD’s, overseeing new process development and documentation, providing training on the new environment, overcoming unexpected challenges, and defining necessary.
• Evaluated and implemented process automation tasks that included vacation tracking, automated payroll process integrated with workforce management, and internal workforce management help desk.
• Managed IEX vendor relationship, including budget allocations for new features and enhancements, testing new software releases, coordinating upgrades, and tracking support tickets to a satisfactory resolution.
• Deployed NICE/IEX workforce management to front-line supervisors and corporate staff; created curriculum and delivered training on processes and focus on business impact of forecasting and scheduling processes.
• Led forecasting, scheduling, and benefits management for five workgroups in the National Service Center, comprised of 650 workers employed as phone representatives.

Bachelor Of Science - Bs, Business Management

Master Of Business Administration - Mba, Strategic Leadership