As a Senior Solutions Engineer and Technical Adviser Contact Center Apps with over 20 years of experience, I specialize in optimizing customer experience through technical support and innovative solutions. My expertise lies in providing comprehensive app support, troubleshooting complex technical issues, and delivering effective training and mentoring sessions.
I am proficient in the Genesys Pureconnect platform, where I have successfully managed to improve service quality and reduce time to resolution by 15%. Moreover, I take pride in having mentored junior technicians to enhance their problem-solving skills, and train end users and supervisors to resolve common issues, reducing time to resolution by more than 50%.
In my role as a Technical Adviser Contact Center Apps at Enbridge, I helped migrate the remaining legacy PRI,s to VOIP, resulting in better SLA commitments from the carrier, and an annual cost savings of $100,000.
In my previous role as a Senior Solution Engineer at Converge One (now C1), I significantly improved customer satisfaction by reducing time to problem resolution, going the extra mile and offering creative solutions. This resulted in customer satisfaction surveys consistently above 90%.
Feel free to reach out if you need someone who can not only streamline your technical processes but also mentor your team to maximize productivity while ensuring a seamless customer experience. Let’s transform your contact centre operations together.