Account Manager

• Apr 2023 - Present

Senior Account Executive, Contact Center

• Feb 2018 - Oct 2022

Serve as the Customer Experience sales overlay selling Nice inContact solutions for a group of 550 account executives and 50 managers. Consistantly exceed objectives across all markets from SMB to Enterprise. Enjoy teaming with other departments such as Marketing, Product Management and Enablement to create marketing programs, enablement materials and identifying customer application requirements as they grow. Serve as the Customer Experience sales overlay selling Nice inContact solutions for a group of 550 account executives and 50 managers. Consistantly exceed objectives across all markets from SMB to Enterprise. Enjoy teaming with other departments such as Marketing, Product Management and Enablement to create marketing programs, enablement materials and identifying customer application requirements as they grow.

Solution Consultant

• Mar 2017 - Aug 2017

Focus on Recording, Speech Analytics, Cloud Solutions and Robotic Process Automation • Participated in multiple Pre-Sales training courses • Attended Bootcamp for Partners and Verint direct Pre-Sales on upcoming release • Responded to Request for Proposals (RFP’s) • Trained and assisted colleagues setting up their new demonstration environments • Provided training and feedback to those new to demonstrating Verint solutions Focus on Recording, Speech Analytics, Cloud Solutions and Robotic Process Automation • Participated in multiple Pre-Sales training courses • Attended Bootcamp for Partners and Verint direct Pre-Sales on upcoming release • Responded to Request for Proposals (RFP’s) • Trained and assisted colleagues setting up their new demonstration environments • Provided training and feedback to those new to demonstrating Verint solutions

Senior Sales Engineer

• Apr 2011 - Jan 2017

Senior Sales Engineer, Interaction Decisions (Remote, CA) | 2015 – 2017 Interaction Decisions long-term forecasting, strategic planning, and budgeting application for the contact center. Technical resource involved in every Decisions new sale while supporting existing customers. Attended customer meetings, customer quarterly business reviews, trade shows, and conferences. • Responded to a VP’s request to work as a solution engineer in the workforce planning space. Conducted meetings with customers and internal groups to demo the product and prove ROI. • Conducted extensive product demonstrations for prospects, customers, partners, and employees. • Prepared scopes of work for professional services • Built the Decisions partner portal to allow customers and partners access to resources such as presentations, white papers, technical documentation, and training materials. • Compiled ROI materials, developed competitive intelligence and equipped the RFP team with Decisions materials. Senior Sales Engineer | 2011 – 2015 Contributed to the sales of InIn software-based PBX and ACD solution including complimentary applications. Led the QM, speech analytics, and feedback subject matter expert team. Collaborated as a technical sales resource by remaining involved in every aspect of the sales cycle. Determined software and hardware requirements and prepared quotations. • Held comprehensive discovery sessions involving customers ranging from IT staff to executives by probing with detailed questions to arrive at the appropriate applications. • Improved customer satisfaction and operations by empathically listening to customer needs, challenges, and goals. • Designed architectural diagrams for cloud contact center-as-a-Service (CCaaS) solutions. • Responded to technical aspects of RFPs, attended customer and prospect sales meetings to present and demo the software, and suggested transitions from pre-sales to post-sales by communicating the design to Professional Services. Show less

Regional Systems Engineer

• Nov 2009 - Apr 2011

Trained on a wide variety of both Mitel and 3rd party products, platforms and technologies to provide solutions. Trained on a wide variety of both Mitel and 3rd party products, platforms and technologies to provide solutions.

Contact Center Architect

• 2005 - Aug 2009

Provided technical engineering support to over 40 Nortel Systems Engineers and sales support to over 50 Account Managers in the Western Region.• Provided product training to Nortel and Channel Partner SE’s• Obtained Nortel Contact Center 6.0 NCDS Certification• Created training materials and instructed Nortel SE’s globally for Contact Center 6.0 NCDS Certification Course & Tutoring Sessions• Provided Product Presentations, Demonstrations and Executive Briefings• Listened to customer requirements in order to formulate a technical solution• Responded to Request for Proposals, prepared quotations and configurations Show less

Senior Systems Engineer, Contact Center

• 2001 - 2005

As a Systems Engineer specializing in Contact Center, provided technical sales support to approximately 20 Account Managers in the three Southern California Branches.• Provided Product Presentations and Demonstrations• Responded to Request for Proposals, prepared quotations and configurations• Responded to inquiries from Customers and Channel Partners• Provided Training to Channel Partner SE’s• Received an A+ Award for SCCS Demonstrations and Contact Center support in the Region Show less