Sr. Contact Center Consultant

• Dec 2012 - Present

• Assisted contact centers in developing and executing tailored operational plans to increase performance, profitability, and customer satisfaction (CSAT) scores.• Examined current corporate strategy, metrics and KPIs, company structure, goals, products, services, and policies.• Acted as a liaison between contact center and other internal departments to partner on various continuous improvement initiatives based on customer feedback.• Trained management team how to effectively coach, develop, and increase employee morale aligned with organizational goals and KPIs.• Addressed training and knowledge gap issues, identify concerns, and escalated to management as necessary.• Leveraged database reporting to identify high volume calls and create proactive action steps to ultimately reduce contacts to the customer service department.• Developed request for proposals (RFP) to win new business and illustrate what services could be provided.

SAP Analyst

• Mar 2012 - Oct 2012

• Developed, maintained, and enforced software design methodologies, best practices, and architectural standards whilst collaborating with all stakeholders to ensure data sources would successfully integrate within the system environment.• Ensured the use of best demonstrated practices for application and business process integration into SAP, SAP Solution design, configuration, integration, programming, data, testing, and change control.• Participated in and developed/owned process improvements for operations, finance, HR, and accounting teams including but not limited to: reporting, monitoring, troubleshooting, and sourcing issues.• Conducted workshops to identify technical gaps, solution design, testing activities while also establishing relationships with key suppliers and providing technical direction to operations staff.• Developed a "voice of the customer" initiative within the IT staff to enhance both internal and external customer focus through responsive and innovative technologies.• Created documentation on new issues resolved and root cause analysis in addition to troubleshooting steps attempted prior to closing or escalation incidents.• Designed reports for IT departments utilizing SAP data and extracting into Excel files complete with operational excellence data and trend tracking.• Assisted and where necessary led business representatives to ensure effective integration testing occurred within the relevant functional area.

Product Support Analyst

• Jul 2011 - Feb 2012

• Facilitated the creation and maintenance of standard operating procedures, workflow diagrams, and training materials in addition to resolving tickets within the desired service level agreement (SLA).• Became a subject matter expert (SME) on one or more HR solutions including digital document management, time and attendance, PeopleSoft, ADP, and other systems.• Provided Tier III production support for 6,400 7-Eleven stores nationwide and debugged software issues using Microsoft SQL server 2005 to conduct root cause analyses. • Performed research, testing, and provided recommendations while also completing status reports as directed on progress to goals with senior executive leadership.• Worked with the customer and team to provide business alternatives and recommend solutions before, during, and after the implementation process.• Coordinated with business interface teams to communicate deployment of operating framework and planned for running new processes to key users.• Utilized Remedy ticketing system to research, root cause, resolve, and quality close 25 to 30 interactions per day via email, phone, & chat.• Provided process/system support, developed, and maintained functional user documentation, and owned procedural documentation.• Identified bugs and collaborated with IT and Business stakeholders to resolve product-related issues.• Utilized Remedy ticketing system to research, root cause, resolve, and quality close 25 to 30 interactions per day via email, phone, & chat.

Digital Media Tech Support

• May 2010 - Nov 2010

Advanced Tech Support

• Apr 2008 - Feb 2010