Terry Morrison Email & Phone Number

Greater Denver Area

*Responsible for designing, implementing, managing and supporting call routing configurations using Interactive Intelligence Customer Interaction Center (I3). Currently providing support for three versions of I3 ( 4.0 SU6, 2015 R4 and 2017 R1). Recently part of team who completed install and launch of a TCPA Compliant Dialer. Provide support to three I3 sites (one being off shore) with over 1500 users. Also support call routing configuration using NICE inContact Version 17.1 (knowledge of both Studio and Central)*Recommend telephony solutions for new and existing client programs and work on multiple projects as Telephony resource.*Work with call center management and staff, client services, and other departments using business knowledge, contact center operations knowledge, and technology knowledge to ensure that business goals are met by the telephony systems. *Work with application developers and administrators for telephony related applications including CTI using the Right Now technology, WFM integration with both IEX Total View and Aspect eWFM platforms.*Complete planned changes using Change Management as outlined in ITIL.

*Provided ongoing analysis, planning and high level maintenance of LAN/WAN, making recommendations for changes and upgrades. *Managed new projects and facilitate technology implementation within the Engagement Center. *Analyzed needs and sought out opportunities to meet the dynamic needs of the company. *Directly responsible for 4 staff members, including coaching, evaluations, and scheduling. *Developed and maintained a Disaster Recovery Plan for network and operational continuity which was adopted for use in 8 contact centers.

Essential Functions•Responsible for the technology in the contact centers, including voice circuits, telephony systems, data network circuits, LAN, WAN, servers, desktops, and applications•Administers user accounts•Completes system change requests•Works with call center management and staff, uses business knowledge, ACCENT operations knowledge, and technology knowledge to ensure that business goals are met by the information technology department•Supports the needs of ACCENT’s clients•Works with internal and external resources to effectively manage system outages•Ensures technology problems are resolved in a timely manner•Researches and recommends ways to improve technology service delivery•Supports and helps maintain business continuity disaster recovery plans for the call center•Maintains system documentation•Supports corporate policies and procedures

*Updated company name from ACCENT Marketing Services, LLL to STARTEK due to acquisition. *Managed a customer service and sales program that provided customer service and sales to a Fortune 500 client. *Directly responsible for 236 + customer service representatives, 18 Supervisors and 14 Support Personal. *Directly responsible for daily/weekly/monthly reports on staffing, business KPI’s, establishing new divisions of business, performance reviews, coaching and counseling supervisors on performance.

Norfolk, Virginia Area

Spent 4 years active duty (Honorable discharged), then spent another few years in the active reserves.