Reilly Morris Email & Phone Number

San Ramon, CA, US

I am the primary customer contact for Five9 Managed Services. I enhance service delivery through ITIL and Six Sigma processes, focusing on strategic IT service alignment and continuous process improvement. I lead programs, manage communication, and oversee customer governance and reporting, elevating operational excellence and customer satisfaction - and.

San Ramon, CA, US

Build specialized global response teams with executive-level oversight to lead non-routine decision-making to assure the success of initiatives where normal channels have been unable to bring about the desired outcomes.

Menlo Park, CA, US

• Responsibilities
• Global Practice Lead supporting Genesys voice-based solutions, from architecting through to install, configure, deploy, and testing. Led and served a multicultural/multigenerational team distributed across five.
• Managed a $25M plus revenue stream, 5 managers and 60 reports and executed on delivering quarterly utilization, exceeding targets three years running.
• Owner Day-to-Day operation of the Practice and all project-based resources, responsible for onboarding, offboarding, partner engagement, ongoing training, development, and adherence to best practices on both Waterfall.
• Reported on progress to upper leadership in weekly cadence calls, identifying blockers, recognizing wins and course-correcting as needed.
• Escalation Customer Advocate with customers at every level, reducing ambiguity and coordinating accelerated delivery exercises to make timelines and contain escalations- preserving customer loyalty and delivering on.

Menlo Park, CA, US

• Responsibilities
• Regional Practice Lead for Professional Services supporting Genesys voice-based solutions, from architecting through to install, configure, deploy, and testing.
• Owner Day-to-Day operation of the regional team, responsible for onboarding, offboarding, ongoing training, development, and adherence to Best Practices.
• Managed an $8.7M plus revenue stream with a team of 15-20 reports across North America.
• Sales Weapon, particularly strong in presales efforts to win business and showcase benefits of Genesys over competitors.
• Escalation Support coordinating accelerated delivery exercises, assembling emergency tiger teams, assisting in the containment of escalated/high priority deliverables.Achievements

Menlo Park, CA, US

• Responsibilities
• Team Manager for Customer Care team (16) and Team Manager for Americas Administration team (3).
• Owner Day-to-Day operation of both teams, responsible for onboarding, offboarding, ongoing training and development.
• Owner Quality Delivery, monitoring metrics, quality indicators and customer feedback to meet targets and steer coaching and performance development.
• Office Coordinator in collaboration with management peers, responsible for ensuring hardware and software needs for 40 analysts we maintained and refreshed on-budget while minimizing disruption.
• Escalation Support coordinating accelerated delivery exercises, assembling emergency tiger teams, assisting in the containment of escalated/high priority deliverables.Achievements

Menlo Park, CA, US

• Responsibilities
• Customer Champion for key escalated accounts, advocating customer issues ensuring traction on their specific needs, reporting back to CxO teams / leadership both on internal and external sides.
• Conflict Resolution advocate, marrying customer expectations and corporate realities while partnering with customer and company stakeholders to fuel customer success, broaden product footprint and deepen relational.
• Root Cause Analysis authoring and presentation to recover impacted confidence both on the customer and internal sides and provide / implement future occurrence prevention strategies.
• Engineering Advocate to drive customer requirements within product development channels, monitoring and reporting on feature request fulfillment to both internal / external parties. Achievements
• Developed pipeline process to capture skill inventory and leverage the data in both staffing assignment and training development against demand, project pipeline and regional needs.

Menlo Park, CA, US

• Responsibilities
• Tier 1/2 Troubleshooting through log and symptom analysis for telecommunication inbound and contact center reporting technologies, partnering with Tier 3 and Engineering, as necessary.
• Customer Champion for a US-based multinational financial owning case resolution and relationship development with one of Genesys’ highest revenue customers. Role included cradle-to-grave escalation management liaising.
• Increased customer confidence in Genesys Care by exceeding customer expectations.
• Decreased average time-to-resolution for key, revenue impacting accounts.
• Delivered onsite presentations for Genesys Platinum customers providing an overview of the Genesys’ Care offering and mapping it to the customer’s process improvement strategy.

Nashua, New Hampshire, US

• Online Mentor for global e-learning academic support
• Delivered concepts, taught and mentored students online, monitored discussion groups and managed relevant student email communications.
• Supported students in Java, OOAD and Visual Basic/.NET disciplines.Content development for SkillSoft exam-preparation courseware
• Subject Matter Expert developed content covering Java, Visual Basic, HTML, JavaScript, IIS, A+, OOAD and Flash.
• Produced course content for Oracle 9i and Java SE industry certification preparation examinations.

Toronto, Ontario, CA

• Canada-wide service and sale of mutual fund based products.
• Included transactions, portfolio maintenance, the recommendation of funds and investment strategies.
• Generated approximately 10 million dollars in revenue annually.
• Awards included top sales revenue and top customer service.

Itil 4 Foundation, Professional Services

In Progress - Certification Program, Data Science

Java Application Specialist, Java Programming

Biology, General