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 love doing it.

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 continents, each with unique regional characteristics.•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 and Agile engagements.•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 leadership commitments.•Networked with Product and Project Management, Engineering, Sales and Account Executives to foster ongoing dialogue and facilitate inter-departmental fluidity. Achievements•Certified in Microsoft Azure to lead by example winning customers to Cloud, either in entirety or in hybrid architectures. •Developed Bench with over fifty hires over the past decade, on a first-name basis with every single one.•Differentiated Management and Individual Contributors through mentoring, challenging and radical candor, embracing differences and modeling a coachable spirit.•Delivered on quarterly utilization targets while prioritizing team’s work/life balance and cultivating a positive team culture.•Facilitated the transformational change of focus to offshore teams to both capitalize on follow-the-sun time zones and improve margin.•Initiated the first internal Azure Cloud development lab for field resources.

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•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.•Devised an internal ticketing system (Apache/PHP) to track and report on internal scheduling.•Designed a review process for upcoming projects with strategic products, a VP-level report triggering training, business unit coordination and special handling to ensure successful execution.•Delivered on quarterly utilization targets, prioritized team’s work/life balance and cultivated a positive team culture.•Awarded Professional Services Rookie of the Year for inaugural year 2009.

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•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.•Initiated Genesys Canada’s inclusion in the Canadian National Job Fair.•Initiated Genesys Canada’s membership with ContactNB to optimize industry growth, employee development and community awareness.•Delivered on monthly metrics targets, prioritized the team’s work/life balance and cultivated a positive office culture.

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 loyalties.•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.•Initiated Genesys Canada’s inclusion in the Canadian National Job Fair.•Initiated Genesys Canada’s membership with ContactNB to optimize industry growth, employee development and community awareness.

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 with leadership, sales and executive both internally and externally to expand services footprint and deepen business relationship. Achievements•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