Experience

MTC

• Canada
• E-Learning Providers
• 200 - 300 Employee

• Director Business Consulting

  • Sep 2021 - Present



NICE Ltd

• United States
• Design Services
• 1 - 100 Employee

• Senior Business Consultant Global Realisation Services

  • Jan 2018 - Aug 2021

  Analyse Customer environments and provide recommendations and solutions to deliver the best outcome for customer to suit their business needs.Provide consultation to customers on best practices, knowledge gaps and improve business processes. Design and deliver personalised training in accordance with customer requirements. Extensive travelling around the globe mainly focusing in the Asia Pacific region specialising in consulting and training on NICE WFM.Collaboration with pre-sales team to ensure optimum software features are provided to meet customer requirements.

• Regional Senior Educational Specialist WFM

  • Feb 2015 - Jan 2018

  Provide onsite customer training as well as out of the box training to achieve best results for the Customer.Deliver training in Forecasting and Scheduling theory and methodologies, Real Time Adherence, Intraday Management, Exception Management and Capacity Planning.Extensive travel within Asia Pacific region for delivering training on NICE WFM and consulting.ACD event set configuration.SmartSync – XML formatting for implementation solutions.Deliver training for SmartSync to Customers both remotely and on site.



IEX

• Denmark
• Software Development
• 1 - 100 Employee

• Senior WFM Trainer and Consultant

  • Feb 2007 - Feb 2015

  Deliver training in all aspects of workforce planning. SmartSync – XML formatting for implementation solutions. Provide Technical Support for IEX V3.X. Assist Pre-Sales with demonstrations of the WFM Product. Customer Advocate initiatives and produce a monthly newsletter. Deliver training in all aspects of workforce planning. SmartSync – XML formatting for implementation solutions. Provide Technical Support for IEX V3.X. Assist Pre-Sales with demonstrations of the WFM Product. Customer Advocate initiatives and produce a monthly newsletter.



Matrium Technologies

• Australia
• Telecommunications
• 1 - 100 Employee

• Business Support Analyst

  • Dec 2001 - Feb 2007

  Provide technical support for IEX TotalView V3.X Configure ACD integrations on TotalView server, both front end and back end of the system. Deliver front end training to customers Provide technical support for IEX TotalView V3.X Configure ACD integrations on TotalView server, both front end and back end of the system. Deliver front end training to customers



Westpac

• Australia
• Banking
• 700 & Above Employee

• National Resource Planner

  • 1999 - Dec 2001

  Create Forecasts and Schedules for different business units with Westpac Conduct weekly Stakeholder meetings and provide recommendations on gap analysis to improve service level goals. Effectively communicate planned Vacation allocations, Team Meetings and Coaching sessions where least impact will occur. Provide internal training to new personnel. Create Forecasts and Schedules for different business units with Westpac Conduct weekly Stakeholder meetings and provide recommendations on gap analysis to improve service level goals. Effectively communicate planned Vacation allocations, Team Meetings and Coaching sessions where least impact will occur. Provide internal training to new personnel.