Experienced technology leader and strategic thinker with over a decade of expertise in driving transformative change within customer service operations. I oversee technology, applications, and integrations to optimize service delivery.
With a strong foundation in technical acumen and a proven track record in project management and delivery, I excel in tackling complex challenges and driving innovation. My proficiency extends to telephony, self-service, AI, CSaaS & WFM systems, with extensive experience on multiple platforms including NICE, Aspect, InContact, and Genesys products.
I have a history of assembling and guiding high-performance teams, fostering growth both collectively and individually. This includes leadership in areas such as Project Management, Technical Support, Reporting and Analytics, WFM, Forecasting, and Outbound Dialing.
My career boasts numerous successes as a project leader, from initial concept through RFI/RFP processes to seamless implementation. My expertise spans ACD, Dialler, and WFM system deployments, with a keen focus on strategic alignment and seamless execution.
Throughout my journey, I've consistently demonstrated a knack for problem-solving and meticulous project and issue management. I possess exceptional communication skills, am dedicated to effective stakeholder engagement, and am recognized for my analytical prowess.
As I look to contribute my extensive technical capabilities, strategic mindset, and stakeholder management acumen at the Director-plus level, I remain committed to driving innovation and delivering exceptional results.