• Implement and maintain Microsoft Office• Provide technical training for services provided

• Implement and manage phone services via Microsoft Teams and RingCentral• Implement and maintain Microsoft Office• Implement and maintain UniFi network• Launch AWS EC2 servers• Provide technical training for services provided• Implement and maintain network and security at Florida facilities. • Implement and maintain Microsoft and AWS products including email, domains, web servers, and local computers.• Performed Microsoft to GSuite migration.• Onboarded Microsoft Dynamics 365 while migrating data from Leads Everywhere CRM. • Actively involved in business development to identify opportunities impacting new and existing clients.• Utilized various techniques to retain clients in a competitive market.• Jira is used to manage SCRUM boards and backlogs.

• Lead business intelligence department consisting of remote workers from US to Puerto Rico to create, deliver, and provide analysis on sales and service data • Onboarded and manage Five9 cloud Inbound Outbound dialer, supervisor live dashboards, Clearview hosted dashboards, MMS text blasts, live chat, workforce management, quality management with live scoring, ad hoc reporting, user management and API integrations with a variety of systems. • Implemented and maintained Velocify Ice Mortgage CRM, Five9 dialer, PowerBI and integrations between them, Snowflake, and Microsoft Dynamics SIS. • Provide day to day administration of Velocify CRM including but not limited to user support, ongoing data review for effectiveness and efficiency, collaborate with marketing to provide dynamic, automated email and SMS, and use APIs to connect to Five9, Snowflake, LeadsBridge, Banner, and Anthology. • Develop and implement CRM strategies to increase lead engagement and retention for admission campaigns.• Collaborate with executive leadership in the development of strategic plans, goals and objectives ensuring alignment with the vision of the Chancellor.• Collaborated with sales teams to maximize efficiency in the CRM and Dialing system, while working with sales teams to boost and track sales performance.• Establish automated communication strategies to bridge the gap between phone efforts and omnichannel communication. • Review marketing campaigns to ensure leads are being delivered, measured, converted, and project trends. • Propose department and role based KPIs based on goal forecasting and production. • Coach and develop technical staff on System Administration, Cloud Development, API Implementation, Domain Management, Help Desk support, and Reporting.• Remove impediments from business intelligence team and provide support on their projects and development.

• Transitioned Monarch Marketing contact center to Sextant Marketing including technology, HR, management, training and compliance.• System administrator for Cloud Based dialing, customer relationship management, hosting solutions, and Microsoft 365.• Utilize Agile methodology to implement improvement and process methodologies. • Assess, design, and implement ACD, WFM, Chat and Chat box, and IVR platforms based on client needs. • Nurture client relationships to ensure KPI’s and goals are being met within operation goals and constraints.• Continuous education with Federal and state guidelines regarding FCC, FTC, TCPA, and FERPA guidelines, emerging technologies, and best practices. • Drive the use of analytics to identify opportunities to improve the customer and agent experience. • Seek innovative ways to improve customer and agent experience. • Maintain operational budgets and present sales forecasts to the board.• Collaborate with Center Director to evaluate and maintain effective process and procedure. • Train and coach staff regarding new technological processes and procedures.• Work with clients to create information architecture for data transmission between internal and external systems. • Assess, design, and implement cloud-based solutions to meet client needs. • Collaborate with internal teams and clients to assess project needs and execute Scrum to deliver workable products.• Manage SOW deliverables and regularly reporting costs and forecasts to project leadership and improve project effectiveness.• Seek innovative ways to improve both marketing and contact center technologies. • Maintain operational budgets and present opportunities for improvement and or savings to increase ROI to stakeholders.• Collaborate with Training Director to implement successful systems training for staff.

Designed fully functional inbound and outbound contact center. Implemented all technology including PCs, Apple and Windows laptops, network routers and switches, Dialer Management and Implementation of Five9 and VanillaSoft cloud based dialers, along with contact center technology such as Velocify, Hubspot, Microsoft Dynamics and SalesForce CRMs. Human Resources, talent acquisition, training and management strategies evolved from sales and customer service strategies. Developed reporting for clients, management, and representatives alike. Create and manage API integrations, HTTP Web Posting live lead and lead generation, HTML scripting, FTP and database management. Manage business email from Google Gsuite, Microsoft 365, and GoDaddy. Work with clients to maintain positive account management relationships. Manage Performance Based Marketing and Lead Generation.

Implemented a primarily outbound manufacturer to business sales center. Executed Human Resources, Talent Development, Training, and Management. Recruited top performing sales team to develop new accounts and nurture existing customers while selling manufacturing goods as well as a SaaS through marketing program. Assisted with the creation of a customer CRM and Dialer based on the Sugar platform. Implemented Robo-Dialer and managed leads with Sales Genie and Dun and Bradstreet. Tracked B2B outcomes and performance to better maintain inventory and meet demand. Created reporting analytics to track individual performance, team performance, historical data, and individual client purchase history.

Evaluated existing sales call center for efficiency and growth deficiencies. Identified strengths in individuals and adjusted positions to improve customer satisfaction, and maximize individual skill sets. Grew sales team into two divisions which led to the overseeing of the customer experience for 10 regional offices in Florida. Added a customer service and retention team to handle customer concerns. Designed and launched Live Chat to further enhance customer experience. Utilized SalesForce CRM to manage customer data, track purchases, and implement various communications strategy to increase sales and customer awareness. Created various reports to measure customer, individual, team, and business performance. Using various customer satisfaction surveys, customer service increased from an overall 68% to 88%.

Assisted students with Admission and re-entry into their college career. Worked with various departments to provide necessary steps for re-entry.

Provided expert knowledge of devices, plans, and company products and features to guide prospective customers through the sales process.

Created a new call center for Student Loan Consolidation. Developed, HR, Recruiting, Management, Training, and Quality Assurance policy and procedures. Maintained systems and dialing strategies. Maintain KPIs for inbound lead generation.

Developed a fast track training program to create efficient call center representatives. Worked with management to provide employees with retraining and career development. Coordinated with legal to ensure all training and scripts were within federal guidelines.