Responsible for CX Consulting and Customer Success groupsThe CX Consulting team guides customers through the process of evaluating new technologies to transform their contact centers and customer experience. This includes interviewing key stakeholders, documenting the current state as well as future state requirements, identifying potential vendor partners, assist in evaluating vendor partner platforms in demonstrations, scorecarding to have a quantifiable result in the decision making process, performing ROI/TCO analysis and building a business case, and helping negotiate pricing and contract terms and conditions. The Customer Success team is focused on delivering ongoing value to all our clients as they manage customer accounts, ensuring that customer needs are being met, identifying areas for improvement through technology and processes, keeping customers up to date on industry best practices, and engaging with vendor partners to ensure that what was promised during the evaluation of a technology is being delivered.

We are a leading consulting and services company enabling digital transformation through cloud customer engagement technologies.

MY ROLE: Assist enterprise clients in discovery, requirements gathering, financial modeling, RFP, pricing and contract negotiation, and implementation of Cloud Contact Center (CCaaS) solutions. I also assist executive leadership to increase efficiencies and achieve company goals, report on KPIs and financial performance across the company, and assist in board meetings. MY IMPACT:-Enable clients to increase sales and customer service efficiencies through the implementation of state-of-the-art CCaaS and UCaaS platforms. Consult with clients to help them make metric-driven decisions related to platform services. -Build and maintain robust financial model, used to analyze efficiencies gained, offsets, total cost of ownership, ROI, etc. for clients with Cloud Contact Center solutions.-Manage project timelines by organizing and collaborating with the internal Inflow team, as well as internal teams for vendors and clients to ensure timely progress.

MY ROLE: I developed business strategy alongside executive leadership to increase efficiencies and achieve company goals, report on KPIs and financial performance across the company, and assist in annual planning. I also gained expertise in discovery, requirements gathering, financial modeling, RFP, pricing and contract negotiation, and implementation of Cloud Contact Center (CCaaS) solutions.MY IMPACT:-Built and maintained robust financial model, used to analyze efficiencies gained, offsets, total cost of ownership, ROI, etc. for clients with Cloud Contact Center solutions. -Managed project timelines by organizing and collaborating with the internal PeakView team, as well as internal teams for vendors and clients to ensure timely progress.-Worked in partnership with executives on the creation of company processes, documents, presentations, etc.-Maintained company website and help coordinate marketing efforts.-Identified opportunity to modernize company website to better compete in evolving market; previous site compromised with third-party adware and blacklisted by antivirus and search engines.-Partnered with cloud-based security firm to clean website of all adware and add new anti-virus protections; site was removed from all blacklists and there have been no additional security breaches.-Implemented SEO strategies to increase website rank in search engines; within three months went from no ranking to top-ranking site on Google for "PeakView".

MY ROLE: I defined this new role following my recruitment into the company. I expanded the scope to solve existing business challenges and deliver impact.MY IMPACT:-Built and maintained financial model, used to analyze efficiencies gained, total cost of ownership, ROI, etc. for clients with Cloud Contact Center solutions. -Negotiated competitive pricing and contract terms with technology partners and telco providers.-Aggregated, organized, and analyzed data to stay up to date on market trends and price-points.-Designed model to quantify business decisions and requires executive approval for funding of projects to reduce spend.-Recognized for delivering close rates upwards of 90% for all business using full process of discovery, requirements gathering, and financial modeling.-Created documentation utilized during sales process to secure client engagements, including presentations, ROI/TCO modeling, scorecards, RFI/RFP, and documentation records.

MY ROLE: I was responsible for performing financial analysis and assisting sales leadership in both the direct and indirect sales organizations in the Utah, Arizona, Idaho, and Oregon markets. To accomplish this, I conducted financial analysis and compiled reports for review with leadership to determine profitability, expenditure of capital, process efficiency, monitoring price points, price elasticity, service guides, etc.MY IMPACT:-Developed economic models to inform decision making for network development to determine which fiber-build opportunities were the most strategic and cost-effective for company network expansion efforts.-Managed maintenance of financial model used by the Offer Management/Finance organizations for both short and long-term strategic planning; applied Excel to rebuild model used to evaluate capital expenditures. -Managed and maintained the Excel model used for pricing of sales deals.

MY ROLE: In this role I creatively analyzed pricing options and contractual language for $25M business deals.MY IMPACT:-Contributed in closing over $32 million in contract value during my last year with the company.-Built partnering relationships with sales representatives in order to best serve clients and close deals.-Negotiated and drafted contracts for clients in order to meet their customized requirements.-Prepared and presented business cases to executives to justify various product and pricing solutions.

MY ROLE: I consulted with business stakeholders to establish business plans for commercialization efforts of a newly patented technology.

MY ROLE: I operated within a budget to minimize costs while maximizing benefits for the city.

MY ROLE: I conducted call center sales, helping generate in excess of $1k in revenue daily.

MY ROLE: I developed other models to identify the best allocation of resources in two company departments.