Work
Experience in Leadership, Consulting, and Technology
Genesys provides leading contact center software and solutions across all business verticals. It's technology spans Interactive Voice Response, Workflow Management, and Call Routing Systems.
Title
  • Business Intelligence Specialist (2006)
  • Project Administrator (2004)
Location
Saint John, New Brunswick
Dates
  • January 2006 - April 2006 (Term Engagement)
  • August 2004 - December 2004 (Term Engagement)
Activities
  • Developed full-featured web-based dashboard reporting system for use among all levels of the support organization
  • Created automated procedures for calculation of key business intelligence metrics within the organization
  • Consulted on the technical requirements for achievement of "Support Center Practices" certification program
  • Collaborated on a major project to incorporate cutting edge computer/telephony technologies within all Genesys technical support centers across the globe
  • Provided Interactive Voice Response scripts using full Text-to-Speech engines for a more tailored client support system
  • Built telephony monitoring scripts and custom reports to facilitate superior execution of customer support
Technology Used
  • PHP
  • CSS
  • HTML
  • Microsoft SQL Server
  • Genesys Platforms (e.g., Call Concentrator, Analytics, IVR)