* Working with customers and prospects to understand their contact center reporting challenges, and then provide recommendations on how to solve those issues. * Educating new prospects about PureInsights’ solutions: high-level platform architecture, real-time dashboard and historical reporting capabilities, etc.* Managing free trials for customers.* Onboarding and training new customers on how to gain access to PureInsights data, and how to use and customize the dashboard and PureInsights Business Intelligence (PIBI) tools.* Managing prospect and customer accounts.* Working with the PureInsights team to identify product development opportunities and create new reports and customer-facing documentation.

Business consultant with specialties including operations, contact centers, and technology strategy, with Business Case Analysis where needed. Specific focus areas include: • Customer Experience • Workforce Experience • Operations management & efficiency improvements• Key Performance Indicator (KPI) definition & reporting • Digital transformation & technology strategy • Leadership development training • Custom software development• Business case analysis • Requests for Proposal (RFP) - creation, scoring, and vendor selection

SuccessKPI is a pure SaaS analytics platform for contact center platforms.• Launched team of PreSales Solutions Consultants (SCs), staffing and hiring team of Senior SCs, Associate SCs, and interns, with team having a consultative approach to solving customer problems using Business Intelligence (BI) & Analytics, Quality Management, and Speech & Text Analytics tools with AI & Machine Learning capabilities • Enabled sales teams through the presales process, including delivering value-based product demonstrations for customers, partners, and prospects; responding to bids, Requests for Proposals (RFPs), and related requests; and building compelling business cases for customers• Utilized domain knowledge and expertise in contact center operations, contact center software solutions, and customer needs analysis • Ran discovery workshops with business users to uncover gaps and opportunities for improvement, identifying specific use cases that are relevant to the customer, and understanding each customer’s business model• Coordinated with cross-functional teams (i.e. sales, product management, marketing, and services) to support best practices, resolve technical concerns, identify feature requests, and track bugs • Supported multiple Contact Center as a Service (CCaaS) platforms, including Genesys Cloud, Amazon Connect, LiveVox, UJET, and TalkDesk

Customer-facing solution sales for Enterprise Software, supporting Fortune 500 level accounts across North America• Position Back Office solutions through consultative, strategic value-based selling, business case definition, and ROI analysis. • Establish & maintain customer relationships at the executive/ business decision maker level• Plan, execute, and manage complex software sales in a team-based sales overlay role• Generate and maintain sales leads and pipeline for named, major, and strategic enterprise-level accounts

Lead consultative engagements to help our customers transform the way their employees and business partners collaborate, make decisions, and drive results. We address the business imperatives associated with transforming the workplace, building more agile workforces, and improving the overall employee experience. By doing this, we deliver business outcomes that improve top line growth, employee attrition, engagement, and productivity.

Responsible for supporting Genesys North American Sales teams throughout the sales and project lifecycle. This includes: • Interacting with CXX, VP and Director level clients, facilitating interviews, group work sessions, presentations and meetings • Conducting strategic and tactical consulting engagements that include transformational roadmaps, business case analysis, financial Return on Investment (ROI) models, understanding customer challenges & needs, and translating business requirements into functional action plans.• Hosting webinars and publishing on industry best practices in areas such as Customer Experience (CX), Customer Effort Scores (CES), contact center management, contact routing, performance management, and workforce optimization.

Internal-facing Account Manager in Enterprise IT, supporting Small Business Mobility Customer Care, Enterprise Mobility Customer Care, and Regional & Local Business Markets. IT Ownership for the AT&T Business Solutions’ $30M program to establish common IVR and ACD infrastructure with scalable architecture for ABS Small Business segments. Managed multi-million dollar projects that created significant new business functionality, including cross-channel customer experience analytics, desktop CRM solutions, credit & adjustment tools, productivity management tools, & IVR functionality.

Managed the program and project management teams responsible for call routing and related change management processes. Created and staffed the National Call Center Operations team for Cingular. Served as the primary subject matter expert and functional lead for call routing during integration planning for the merger of Cingular and AT&T Wireless. Designed the call routing strategy for integrating over 60 call centers’ operations into one combined company.

Responsible for call routing in Cingular’s Customer Care organization, which encompassed Customer Service (Consumer), Collections, and Credit & Activations contact centers. Coordinated implementation of Global Call Routing solution; developed and implemented Disaster Recovery plan for organization.

As a self-employed independent consultant, marketed services and created proposals for a variety of clients in the Competitive Local Exchange Carrier (CLEC) Telecommunications industry. Planned, managed, and implemented the conversion of a CLEC’s base from Resale to the Unbundled Network Element Platform (UNE-P). Planned the strategy for a Fiber Optic provider to become a CLEC, including the establishment of industry-standard accounts and codes, billing capabilities, and margin analyses.

Managed the implementation of new products and systems from concept through operational impacts & deployment. Developed implementation plans to drive new product deployment timelines, with Methods & Procedures and Subject Matter Expertise to accompany new initiatives. One new product (UNE-P) generated an immediate, additional 35+% margin contribution to the business. One new system facilitated local exchange ordering & local service requests with what was then BellSouth.