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.
  • Business Intelligence Specialist (2006)
  • Project Administrator (2004)
Saint John, New Brunswick
  • January 2006 - April 2006 (Term Engagement)
  • August 2004 - December 2004 (Term Engagement)
  • 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)