William H. Sargent Ii Email & Phone Number

United States

New York, United States

Buffalo/Niagara, New York Area

Serve as teammate, project leader, manager and manager-mentor creating ripples of positive results for Avaya and its customers. Manage a team of 10 as part of a 32M program, tasked with designing, testing and implementing a highly visible and very complex call center design.

Been with Avaya for a number of years now as Consultant and System Integration Engineer with Avaya Professional Services’ Proactive Contact Solutions/Proactive Outbound Team, working as knowledge transfer champion, direct customer support, business planning, business strategy and always as a change agent.On the side, and with the support of leadership, I've been leading grassroots efforts within Avaya to galvanize the workforce and bring about change through improving communications and bridge gaps across the company. Through this effort, we’ve employed current tools such as internal social media outlets, blogs, all-hands calls, and weekly newsletters without adding cost to the business. This effort has been very successful, and despite the initial life expectancy of a few months, the go ahead to further carry out and drive change has been well supported by leadership.

Manage product delivery, client relations, and sales support/training of Avaya’s Proactive Contact. Maximize efficiency in departmental productivity by adjusting schedules to accommodate multiple projects. Resolve integration issues with legacy systems. Passed rigorous government clearance process, which led to delivery of major government contracts. Institute and oversee processes that ensure quality service and project management for national andinternational clients, including Fortune 500 companies, government agencies, educational/nonprofitorganizations, and utilities—such as Bank of America, Verizon Wireless, Comcast, and State of Missouri. Recruit top performers, participating in pre-screening and hiring process. Mentor and train team members, serving as Subject Matter Expert (SME).• Built and led team of 4, charged with increasing product awareness across multiple industries, uncovering methods for educating current/potential clients without financial investment. Designed knowledge transfer solution, serving as project lead delivering “PC3 Awareness.”• Turned around projects in crisis as “go-to” leader, traveling and working remotely to properly train clients and troubleshoot issues, retaining multimillion-dollar clients.• Decreased costs through responsible travel budget management.• Increased sales by promoting product benefits and features, offering intelligent pre-/post-sale support.• Developed team performance and cohesiveness by contributing to training tool design.• Devised strategic test plan, overcoming issue that interfered with company’s ability to effectively serve customer. Analyzed vital issues that led to strengthening relations with top-dollar client.• Dispelled an incorrect perception of system performance by reducing outgoing call delays and improvingnumber of successful contacts by customer employees.

Served as single point of contact for 72 predictive dialer systems. Built reputation as exceptional communicator,providing engaging vendor support for leading collections company. Uncovered and drove innovative strategiesthat maintained continuous operation of predictive dialer equipment and software. Coordinated daily tasks andproject management of multiple groups. Determined areas for improvement through system usage statistics. · Decreased overhead 6% by reallocating equipment and licensing--resulting in a savings of $650,000+. · Advanced dialer campaign strategy by coaching staff/management on proper implementation. · Developed metrics tracking process, which led to greater efficiency across multiple sites. · Boosted revenue by guiding management in testing IVR technology. · Achieved excellent reviews by consistently exceeding management expectations in all areas.

Maintained and repaired 400+ desktop computers, 200 terminal, PBX, and voicemail system. Supported siteexpansion projects and disaster recovery. Ensured requests were satisfied by establishing quality standards.

Manage and adapt to customer expectations to deliver a sound sales and customer service experience.

Mba, Business

Bachelor Of Science, Health

Associate Of Applied Science, Liberal Arts