How it Started

I drive strategic projects for the Customer Support teams and partner support leadership in key deliverables such as partner analysis and governance, data analysis, and business process (re)engineering. Processes including data analytics and management processes to institute new practices and improve existing practices.

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• Performed a full team and process study for the CS leadership team for all high level escalations.   Identified process gaps and built out solutions to improve Mean Time to Repair( MTTR) and Customer Satisfaction (CSAT) scores.

• Program Managed a year long effort to turn up a FedRAMP certified CS team. This included working with all cross-functional teams to rewrite processes and procedures to ensure Fed compliance and security measures were upheld. 

• Key driving participant and manager of an overhaul of the Significant Go-Live process for Okta high profile customers.  This ensures that high level customers will receive a high level of Customer Support team involvement at the time of turn-up, not subject to a waiting period.

• ​Acting PMO Manager for several months while a new manager was sourced and hired.  

August 2020 - July 2021

NICE inContact

Experienced account management and technical resolution professional focused on exceeding customer expectations, improving processes and technology, and meeting company growth objectives. Dedicated to premiere level accounts, coordinating with professional services, sales, advanced support teams to ensure the highest levels of customer success.​

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• Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how inContact's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor

• Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and inContact's resources

• Provide coaching to peers and demonstrate consistent and high-value participation in knowledge creation and improvement

• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and drive product/services enhancements and development

September 1995 - March 2020

Verizon Business (via XO Communications | Concentric Network Mergers)

Successfully accomplished process development, process change implementation, systems support and integration projects for Service Desk, Incident Management, and Technical Operations Groups for the former XO Communications Service Assurance teams. Collaborated with business leaders, product owners, and IT teams to capture detailed requirements, process workflows, and technical designs resulting in the early bridging of critical customer experience systems in advance of full systems integration.

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• Led a migration project of analysts, business leaders and IT teams to migrate over 130 Aspect agents to Avaya. Coordinated team-by-team migrations, Avaya one-X virtual agent desktop deployment and training, and migration of RespOrg for over 100 domestic and international toll-free numbers.

• Developed, maintained, and exercised Disaster Recovery and Business Continuity plans for two US based centers consisting of approximately 250 people. 

• Managed a yearlong project migrating 2 Service Desk teams from US to Asia-Pacific based teams resulting in approximate cost savings over $2M annually. 

• Assisted in several proactive customer service excellence initiatives including Natural Language Processing development and On-Demand status via customer self-service portal integrations.

• Delivered process analysis, creation and ongoing improvement; training creation and delivery; Metrics and KPI (Key Performance Indicators) report development and analysis to ensure success. 

• Key actor in a weeklong Lean Six Sigma work out to improve product outage Mean Time to Repair (MTTR), implemented actions resulting in a customer self-service portal usage increase of 27% and an MTTR improvement of 100%

• Experienced with executive level reporting and presentations

• Used data retrieval and analysis tools including MySQL, MS Excel and various company-proprietary Business Intelligence tools.

• Familiar with Agile project management methodologies and Jira software for planning and tracking change requests across multiple business units.