• Business requirements development• Functional requirements specifications• Planning and monitoring• Eliciting requirements• Requirements organization• Translating and simplifying requirements• Requirements management and communication• Requirements analysis• Statement of work development• Use case development• Test script development• Systems integration testing• User acceptance testing• Project plan development and management• Statement of work development• Proposal writing and presentation• Product demonstrations• Operations audits• IVR audits and management• CRM audits and management• ININ administrator• SharePoint development and management

IVR Implementation Manager - Contact Center for state Health Benefit Exchange -• Contact Center Implementation Team State Health Benefit Exchange (60 – 145 FTE)• Contact Center Implementation Team State SCHIP (85 – 145 FTE) - 100k Calls monthly• Contact Center Implementation Team Private Health Insurance Marketplace (45 FTE) • Customer Relationship Management (CRM) Design/ CRM KnowledgeBase Design• Contact Center design Implementation Management• IVR Call Flow Design/Development /Implementation/UAT Testing/Process Improvement• Call Scripts-Procedures, User Manuals, Training Modules• Recruiting, Interviewing, Selection, & On-Boarding• New Hire Training• Client & Executive Reporting• Functional, Business, and Operations Analyst• Trained with ININ-Edu on Interaction Administrator• Interaction Client - Interaction Administrator

• Assisting with the business case• Functional requirements specifications• Planning and monitoring• Eliciting requirements• Requirements organization• Translating and simplifying requirements• Requirements management and communication• Requirements analysis• Statement of work development• Use case development• Test script development• Systems integration testing• User acceptance testing• Project plan development and management• Statement of work development• Proposal writing and presentation• Product demonstrations• Operations audits• IVR audits and management• CRM audits and management• ININ administrator• SharePoint development and management

Contact Center Operations Management • 9 Years Contact Center Leadership Experience including 5+ Years Management Experience• Workforce Management – Forecasting and Scheduling - Blue Pumpkin/ Impact 360 - ININ-IC Interactive Optimizer• Contact Center Infrastructure - Analog, Digital, and VoIP/SIP• IVR Call Flow Design - Process Improvement• Implemented & Managed Work from Home Program using Thin Client Technology• Managed up to $375k in Potential Monthly Service Level Damages• Coordinate Assignments including Phone, Transactional Work, and Multiple Client Inboxes • Cost Optimization Initiatives with Savings of $80k Per Year Plus 25% Reduction in Trunk Charges• Perform Process Audits in Contact Center Operations – Six Sigma Green Belt

Supervised day to day activities of contact center team including coaching and development, team statistics reporting, training, quality monitoring, and, corrective action. • Identify training needs & conduct training, provide feedback on staff performance • Complete performance appraisals• Motivate through a positive work environment conducive to both employee morale and meeting the needs of the business• Compile data necessary to analyze key areas using report building software

Direct day to day activities of customer service representatives icluding coaching and development, team statistics reporting, training, quality monitoring, and, corrective action.