Cory Reynolds Email & Phone Number

Ridgefield Park, Nj, Us

Ridgefield Park, Nj, Us

− Oversee complex IT & Customer Service integrations with global/onshore stakeholders including all communication and key development milestones− Analyze and effectively strategize regarding business goals, deadlines, schedules, budgets, needed resources, and team member coordination− Collaborate and maintain multiple vendor relationships including IT, customer service, training/learning, UI/UX, and security teams− Review multiple integration pieces including UI/UX, API back-end, and server networks to advocate for a seamless development and implementationstrategy− Assess operational needs in order to provide enhanced customer journey and KPI improvement – Including data analysis, system structure, andcustomer feedback− Design and incorporate program roadmaps including 30-60-90 day work-breakdown structure to provide clarity on project deliverables− Benchmark 3rd party system solutions while evaluating investment options, performing simulations, and how to enhance current system architecture− Control numerous projects simultaneously while adhering to individual project objectives

Seoul, Kr

−Aid in the design, build and implementation of AI solutions, including working closely with vendors and teams to execute AI solutions while defining quality and timeliness of project scope and results−Examine pre-existing end-user processes and procedures to determine viability of future automation implementation−Identify new AI based end-user solutions through Omni Channel integration between multiple systems−Conduct testing and report performance of NLU Accuracy and Speech Recognition Interfaces to decide future solution creation for improvement of customer satisfaction and experience−Communicate project status to teams and top management by preparing standard and ad hoc reports and presentations−Evaluate and modify customer utterance data to ensure proper machine learning development−Co-work with internal departments to establish new intent designs for an optimized end-user experience

Seoul, Kr

−Shaped the mobile device ready release process focused on properly identifying risks Including: evaluating product limitations and/or known issues, technical troubleshooting and product knowledge development−Created and updated call flow and conversational dialog for voice user experience improvement−Created IVR scenarios that required integration of multiple voice channels (IVR, PBX, SMS)−Analyzed historical data to provide improvement opportunities to upper management−Executed new end to end solutions aimed at optimizing customer experience and business needs. Responsible for the communication both internally and externally−Developed and provided training via on-site or LMS courses for new product introduction, software/device known issues, and up-skill training for tenured agents−Coordinated collaboration efforts between multiple subsidiaries to ensure business needs are met−Refined major process enhancements through data analysis, call listening, and voice of customer−Streamlined major process enhancements using customer satisfaction indexes (QOS and NPS)

Richfield, Minnesota, Us

−Restructured and designed new hire training and ongoing training for tenure employees−Monitored customer experience through NPI feedback post-sale−Managed planogram development and deployment within corporate standards

Detroit, Mi, Us

Us

Bachelor Of Science (Bs) Individual Studies Program, Computer Business, Spanish Language And Culture, General Business

Education record