At UltraVox Consulting, my passion is all about assisting my clients achieve exceptional levels of service for their customers and accomplishing it in a manner that is both efficient as well as cost-effective. I have been successfully doing this for over twenty five years and with just over $200M is total sales. I have been an individual contributor as well as managing teams of 6 and as many as 120.I also understand that the technology solution implemented for their contact center and customer experience management are tools and will only be as effective as the people and business processes they are designed to support. With that said, I approach each of my clients and projects with a listening and thought process that focuses ideally on what my client looking to achieve and best to get them from point “Ä” to point “B”. Bottom line is to advance them toward that goal.Specialties: Technology and Operations transformation related to Contact Centers (on premise and CCaaS), Unified Communications (on premise and UCaaS), Customer Experience, IVR/Self-Service, all major contact center solutions, WFM, Agent Recording/Quality monitoring, Digital media, OmniChannel, AI, outbound dialers and Speech Analytics. Maximizing productivity by monitoring overall progress and use of resources, initiating corrective action where necessary. Applying extensive experience to problem solving by identifying and obtaining support and advice required for the management, planning and control of the project. Understanding project scope and leading a team to strategize and implement solutions to achieve outcomes meeting client expectations. Experienced in project management, implementation process and flow, writing scope of works and white papers, customer engagement, gathering functional specs and requirements, business processing direction, engineering and design.
Listed skills include Unified Communications, Voip, Enterprise Software, Managed Services, and 46 others.
