SUMMARY Experienced Lead Engineer in Healthcare Insurance, Workforce Management, Call Recording, Contact Center Technologies, Desktop Application testing and certification processes, Security Protocols, Policies and Access Control and Call Center Operations. Led the implementation of key Contact Center tools like IEX and Aspect Workforce Optimization (WFO) technology, NICE and Verint 100% call recording/quality monitoring platforms, Symon reader boards/technology and customer facing Web Chat services to reduce call wait time and improve the customer experience. Implemented next-generation Speech Analytics, Text Analytics, and Customer Feedback Surveys to bring true "Voice of the Customer" technologies into production allowing our customers to focus our attention on Customer Satisfaction items. Served as National Project Manager for Call Center Technologies. Led the company through a period of tremendous technological innovation involving the expanded use of Interactive Voice Response (IVR) units with Speech Recognition to improve customer self-service and reduce inbound call volumes to the Call Centers resulting in a modernization of the customer experience, reduced call volumes and lower costs.

Highlights:

• Infrastructure
• Web
• Application Support
• AVAYA
• Cms
• Support
• Voice
• Call Center
• Desktop Applications
• Desktop Computer