Wayne Pierce Email and Phone Number
Wayne Pierce work email
- Valid
- Valid
Wayne Pierce personal email
- Valid
- Valid
Wayne Pierce phone numbers
Experienced Analyst, Consultant & Trainer focused in the Contact Center space with more than 30 years of experience in telecommunications, help desk, and call center environments. This experience includes consulting, training, analysis, design, implementation and support of projects and processes surrounding call center technologies including Aspect, Avaya, Cisco and NICE. Managed teams of Business & Systems Analysts nationwide in various job roles. Strength is gaining an understanding of a business and their needs and then designing solutions to resolve those issues and improve service and productivity. My focus begins on the business side from a people, process and technology point of view. My experience crosses all three categories as liaison between the business and technology teams to facilitate open communication across all groups from project start to finish. This approach results in more efficient solution designs, focused education and training programs, smooth implementations, and maximum return on investment. Specialties:Liaison | Contact Center | Customer Experience | Workforce Optimization | Business Analysis | Systems Analysis | Call Flow | Intelligent Routing | Multi-Site | Project Coordinator | Training | Consultant | Self Service | Coach | Management | Business Case | ROI | Vendor Management
Christian Healthcare Ministries
View- Website:
- chministries.org
- Employees:
- 195
-
Operations Manager - Ccaas Five9Christian Healthcare MinistriesCleveland, Oh, Us
-
Member Services Operations ManagerChristian Healthcare Ministries Mar 2023 - PresentBarberton, Oh, Us* Managing CCaaS department * Responsible for leveraging and supporting Five9 CCaaS solution across CHM enterprise. * Business Analysis and Consulting across enterprise to ensure current technologies are being leveraged and recommending and implementing new solutions.* Leveraged CRM and CTI solutions to reduce AHT by 90 seconds. 15% Efficiency gains.
-
Contact Center Business Analyst - Transformation SpecialistAlvaria, Inc. (Aspect Software) Jun 2019 - Feb 2023Atlanta, Georgia, Us• Perform business assessments(analysis) and consulting engagements in support of sales organization for both new logo and existing clients. • Designed and implemented business assessment program. • Business assessments provided have resulted in sales over 80% of the time.• Have also built ROI’s and TCO’s to support both premise and cloud sales. Provided to help customers with ability to justify solutions internally. -
Contact Center Analyst, Consultant And TrainerConvergeone May 2007 - May 2019Bloomington, Minnesota, UsDigiVoice, SPS & ConvergeOne (through acquisition)Provide pre-sales and post sales support in the areas of demos, discovery, consulting, training, implementation and client relations. • Designed and implemented customized NICE customer centric training classes that reduced helpdesk calls to the Support Center by over 50%.• Provided business analysis & consulting services to help customers better leverage current technologies and recommended technologies that would improve contact center performance and service.• Subject Matter Expert on NICE Call Recording technologies, providing support and mentoring.• Speaker at Avaya and SOCAP User Conferences on topic of leveraging your technologies. • Driven business through professional service engagements which has directly led to new customer sales, upgrades and maintenance agreements.• Wayne’s CSAT scores for training and professional service engagements was a perfect 10.0 in 2016, 2017 and 2018. • NICE Certified Engage Trainer -
Business Analyst / Project CoordinatorU.S. Technologies Jun 2006 - May 2007Provide business analysis and project coordination for WellPoint L&D business units and IT groups.• Was able to gain control of Queue requests by coordinating efforts to eliminate 31 items from the Queue. • Created tracking and filing processes and standards for all requests in the queue. • Gained trust of Business SME’s in ability to analyze their business needs and requests and get them completed through WellPoint IT personnel and USTRI offshore personnel
-
Business Analyst & ConsultantPierce Solutions Group, Llc Oct 2003 - Jun 2006Provide consulting and analysis services to customers of companies such as IBM, Deloitte, SBC, Softel, and Advantium.• Redesigned workflow procedures (people, processes, technology) for a multi-site hospital network in Wisconsin. Centralized five processing centers to one, which reduced processing costs by approximately 65% while increasing customer satisfaction.• Provided a top-to-bottom analysis and field research for an insurance provider in California. Divisions included service, claims, sales, and communications (internal and external). • Audited accounts payable procedures for a wholesale sporting goods company and a vehicle manufacturer in Indiana. Discovered several duplicate payments made to multiple vendors.
-
Contact Center Solutions Engineer/ConsultantNorstan Network Services Inc. Sep 2000 - Oct 2003• Provided consulting services to numerous North American corporations. Including Alltel, Cleveland Clinic, Time Warner, IBM Credit Union, AmeriTrade, ViaRail and American Greetings.• Conduct analysis of business processes and technology in environments ranging from 15 to thousands of people.• Develop business cases and ROI’s.• Coordinating with other project teams to suggest alternative solutions.• Recommend new technologies and processes based on customer needs and budget.Accomplishments:• 80% of all consulting engagements resulted in sales for Norstan. This is in comparison to a sales rate of under 20% company wide. Ability to understand and communicate with both the business and IT sides of the company were pivotal in gaining credibility.• Consulted on design of technology implemented at major wireless company. This design crossed many business units across 16 sites. The design provided the ability to handle customers based on value and specific needs in a timely and efficient manner. The company was able to handle more calls and provide additional and more high touch services to their customer base without increasing the staff numbers. -
Telephony Control ManagerProgressive Insurance Mar 1999 - Aug 2000Mayfield Village, Oh, Us• Primary liaison between business units and I/S Telecom• Managed team of analysts across United States and Canada• Chairman of Corporate IVR/Speech committeeAccomplishments:• Designed call load balancing infrastructure across eight sites in Canada and the U.S.. Provided ability to leverage skilled resources wherever they were located across those eight sites. Abandon rate went from 15% to 3% and service levels rose from 65% to 95%. By leveraging the economies of scale across multiple sites we were able to reduce hiring and new hire training costs by 50%.• Coordinated team of analysts from business units and I/S Telecom in effort to leverage IVR technology across the corporation. Designed IVR solution to allow customers access to account information 24x7. Reduced incoming calls to live agents by over 30%. This created a time savings that was used to provide additional customer services that could not be done in the past without hiring additional staffing. The calls handled within the IVR also provided a cost saving of $3.00 per call -
Telecom Project Manager/ConsultantProgressive Insurance Feb 1997 - Feb 1999Mayfield Village, Oh, Us• Project Manager for roll out of Lucent G3R and Lucent SI switches across all business units• Call flow design and implementation for all business units• Designed and created presentations and training classes for all technologies being implemented corporate wide• Chairman of Telecom Standards Committee Accomplishments:• Redesigned call flow across over 200 Claims offices across Canada and U.S. leveraging skills based routing software. Reduced abandon rate from 22% to 5% and improved service level from 35% to over 80%.• Coordinated efforts between the business units and I/S Telecom to create process standards and communications to improve quality of service and change management.• Project manager on implementation of eight Lucent G3R switches and 50 Lucent SI switches across Canada and the U.S.. Had 100% on time record with implementations and had no interruption of service to business units.
-
Technical Analyst ManagerKeybank Jul 1994 - Jan 1997Cleveland , Ohio, Us• Primary liaison between the Call Center services management staff and I/S Telecom groups.• Managed call flow and call load balancing in multi-site environment consisting of four call centers and 22 departments processing over 200,000 calls per day• Designed, scheduled and implemented advanced 800 features and processesAccomplishments:• Implemented database and CTI technology to deliver customer data and intelligent scripts and prompts to the agents with the incoming call. This reduced talk time by 30 seconds per call. This also reduced the number of transfers and put data on the agents screens to enable them to more efficiently and quickly service the customer.• Created and implemented training classes and documentation to educate business managers on the features and functions of technology and provide them the knowledge to leverage more of the technology within their business units -
Client Services Help Desk SupervisorKeybank Aug 1991 - Jun 1994Cleveland , Ohio, Us• Liaison between internal/external clients and entire technical staff• Managed all day-to-day activities of the Help Desk• Provided information/reports to management and clients on system status and procedural matters• Ensured all inbound and outbound calls were monitored and processed according to established standards and proceduresAccomplishments:• Designed and coordinated implementation of automation of help desk functions to provide service to both internal and external customers. This reduced call volume by 40% at the help desk, which allowed the help desk to provide more timely and efficient service to the clients
Wayne Pierce Skills
Wayne Pierce Education Details
-
West Tech
Frequently Asked Questions about Wayne Pierce
What company does Wayne Pierce work for?
Wayne Pierce works for Christian Healthcare Ministries
What is Wayne Pierce's role at the current company?
Wayne Pierce's current role is Operations Manager - CCaaS Five9.
What is Wayne Pierce's email address?
Wayne Pierce's email address is wa****@****one.com
What is Wayne Pierce's direct phone number?
Wayne Pierce's direct phone number is +121688*****
What schools did Wayne Pierce attend?
Wayne Pierce attended West Tech.
What skills is Wayne Pierce known for?
Wayne Pierce has skills like Telecommunications, Call Centers, Contact Centers, Acd, Training, Process Improvement, Telephony, Call Center, Avaya, Integration, Workforce Management, Solution Selling.
Who are Wayne Pierce's colleagues?
Wayne Pierce's colleagues are Laura Mills, Judy Pandy, Elizabeth S., Jastin Tari Mangena, D Busse, Isaac Lilly, Matthew Ball.
Free Chrome Extension
Find emails, phones & company data instantly
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial