Health IQ - Telecom Engineer• Recruited to oversee the Five9 infrastructure focused on building out the domains to support added users, successfully managing the expansion from 4 to 20 domains across multiple business units• Responsible for configuring and maintaining outbound dialing campaigns and related lists, providing efficient dialing and high agent occupancy• Oversaw the management of Outbound Number Reputation across 250K+ local and toll-free numbers, maintaining the ability for contact rate objectives to be achieved• Created and implemented inbound call flows and related web-service queries, driving an improvement in first-call resolution and a reduction of internal transfers• Established a solid understanding of the platform and trained 7 new hires, ensuring knowledge of all processes, procedures, and expectations supporting individual and organizational success• Collaborated with the Health IQ Marketing Team to launch unique call priorities, utilizing a predictive revenue model for the foundation• Analyzed the various Five9 reports to monitor dialing speed, list penetration, and abandonment rates, as well as ensuring that Health IQ was compliant with all federal and state laws and regulations relating to outbound dialing• Integral team member participating in daily operational KPI reviews, utilizing data to proactively recommend changes to the telephony infrastructure to ensure the achievement of organizational goals and objectives• Leveraged expertise to provide C-level leadership with strategic guidance, supporting top organizational performance• Directed the Jira Kanban board and prioritized change requests, determining which proposals to include in each development sprint• Provided assistance to the IT Desktop team concerning troubleshooting and resolving issues, supporting the Five9 Agent and Five9 Supervisor applications and related telephony components such as browser plug-ins, softphone, and headset

• Promoted through multiple positions at Hotels.com and ultimately to Telecom Network Engineer II with the Expedia Group, overseeing the daily global operations for Contact Centers through to the corporate level needs• Responsible for the day-to-day operations, including tickets, projects, meetings, customer relations, and migrations, utilizing trunking, connectivity, and firewall to provide fast and efficient troubleshooting• Oversaw all Contact Center-related activities, including new builds, removal, VDN, vectoring, skills, and IVR, providing top performance and quick service, contributing to a 30% increase in customer base during 2018• Integral team member working to remove legacy circuits, including local DIDS and tollfree circuits from the US and other countries, generating a $2.5K cost reduction each month• Directed the successful migration of 2K agents over to the new platform, developing a new range of Agent IDs and stations• Led multiple projects with over 2K+ Verizon tollfree numbers, working with vendors from design to implementation, supporting the migration of all to the new SIP trunking• Collaborated and performed as a critical contributor to “Music on Hold” for corporate and contact centers, establishing a concept that is still in use today• Developed and implemented a callback from scratch survey, gathering vital information to be used in decision making• Leveraged expertise to support various departments, working with vendors from start to finish on multiple projects• Created various documents and training videos for the Telecom group, providing tools needed for consistent organizational training for new hires

• Hired as an Analyst and recognized for consistent top performance, receiving various promotions leading to a transition to the Expedia Group• Oversaw the development and improvement of the capabilities of Analysts’ members, creating a routing team, toll free routing, CMS, and staffing schedules• Direct the management of several call center locations simultaneously, overseeing the management of ~10K calls each day, reporting outages, and scheduling overtime as needed• Performed all sales agent tasks with consistent top performance, closing at 30% selling or more each month, leading to promotion as a supervisor leade