Experience

Humana

• Computer Telephony Integration (CTI) Soft Phone Product Manager

  • Aug 2017 - Present

  As product manager for an internal CTI soft phone solution, I act as a liaison between our business (call center) and Information Technology partners.Responsibilities include validation of tool usage, training and visiting call centers here and abroad.



University of Nebraska at Omaha

• Adjunct Instructor of Political Science

  • Jan 2005 - Present

  Teaching Intro to Political Science/Government & Politics of Central Eurasia on the UNOmaha main campus, online & at Offutt Air Force Base.About UNO: Offering more than 200 Majors and programs including bachelor's, master's and doctoral degrees, UNO serves well over 15,000 students in 41 states. UNO was established in 1908.



Humana Inc.

• Experience Strategy/Transformation-Voice Solutions | Softphone Product Owner

  • Aug 2017 - Aug 2017

  > IVR DTMF, NL & ASR design> IVR analysis> Human Factors, IVR> ACD> Business requirements> Telephony



Cognizant

• Senior Associate-Client Services IVR Analyst

  • Jan 2016 - Apr 2017

  Recently completed project at First Data Voice Services as a Client Services IVR Analyst. • IVR project initiation.• Web table database updates.• Financial institution credit card sys/prin management.• Call detail analysis• IVR Visio call flow analysis.• IVR report analysis; Cognos xml returns & other.• 2 way connect notification analysis; voice, SMS, email.• Client communication>first point of contact on major platform issues.• Training new associates.



West Interactive

• IVR & Web Client Relationship Manager

  • Dec 2007 - Mar 2014

  I managed the corporate relationship with Fortune 500 wireless carrier AT&T Mobility, delivering high quality voice & DTMF hosted IVR solutions. This book of business includes 12 IVR’s across multiple business units including business, B2B & consumer.Responsible for building a strong partnership with assigned client and continuously striving to improve the level of overall service that West provided; served as a client advocate ensuring quality and delivery of service and that all issues… I managed the corporate relationship with Fortune 500 wireless carrier AT&T Mobility, delivering high quality voice & DTMF hosted IVR solutions. This book of business includes 12 IVR’s across multiple business units including business, B2B & consumer.Responsible for building a strong partnership with assigned client and continuously striving to improve the level of overall service that West provided; served as a client advocate ensuring quality and delivery of service and that all issues, client or internal, were followed through to resolution in a timely manner; maintained current and up-to-date knowledge and documentation of clients equipment, technology, programs, SLA's, contractual agreements and business objectives; led internal and external discussions to ensure all established timelines were met and that other teams and departments performed their activities on behalf of the client in an efficient and timely manner; regularly analyzed program performance in conjunction with client's business goals; provided consultation regarding West's suite of business solutions.• Management of 12 hosted IVR’s & 4 dynamic dashboards for Top 10 client AT&T Mobility.• Owned the corporate relationship between West & AT&T Mobility.• Received business requirements from client & re-wrote for application development resources.• Responsible for entire IVR/web SDLC process; conception to production.• Routinely analyzed IVR call issues via xml and “in the weeds” call data. API, database returns etc.• Manual (back end) UAT, pre-prod & production testing.• Designed, tested and managed solution for AT&T Mobility that resulted in $750k call center agent savings; 9 mo. time frame.• Conducted weekly standing project update webinars for 3 distinct AT&T Mobility BU’s.• First point of contact for all IVR & web related AT&T Mobility production issues. Show more Show less