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About Suanne Archive

Resume Summary

Posted March 15, 2010 By Suanne

Customer Care Consultant

Anki DRIVE

2013 – Present | San Francisco, CA

• Define and create key performance indicators and reporting metrics to measure Anki DRIVE customer care activity.
• Customize reports to communicate progress throughout the Anki DRIVE operations and executive teams.

Director Mobile Support

NFL Mobile

2013 – 2014 | Los Angeles, CA

• Defined, created, and executed the support strategy for NFL Mobile for the 2013-2014 football season, enhancing the user experience for millions of NFL Mobile paid and free users.
• Project managed each phase of the NFL Mobile Support strategy coordinating with various technology solutions, partners, and NFL Mobile organizations.
• Directed the support activity of the NFL Mobile war room, consisting of product managers, developers, support staff, and external vendors.
• Managed social media, video streaming, game synchronization, bug fixes, and enhancements across Android, iOS, Windows Mobile, and Blackberry platforms.
• Defined KPIs and reported progress, statuses, and new issues to senior NFL management and key external partners on a weekly basis.

Senior Account Manager

Convergys Corporation

April 2012 – Present | San Jose, CA

• Responsible for driving direct sales of Convergys Customer Interaction Technologies (hosted and on premise) for large enterprises including Cisco, Microsoft, NetApp, and The Home Depot.

• Develop compelling business cases which included detailed return on investment (ROI) proposals.

• Deliver dynamic presentations to prospective executive and business team members to identify business solutions, articulate solution value, and facilitate strategic alignment with business goals.

• Coordinate with product and operations groups to tailor solutions to prospect’s specific business needs.

• Partner with Live-agent Account Managers to identify solutions to market within installed base accounts.

Senior Account Manager

AdvanTel Networks

June 2010 – April 2012| San Jose, CA

• Responsible for business partner sales in Western Region focusing on Avaya solutions, supporting key accounts like Plantronics, FutureWei, 24/7 Customer, Equilar, and Restoration Hardware.

• Identified by Avaya as the go-to contact for all contact center activities and discussions in the Bay Area.

• Coordinate the creation of RFP responses and proposals for direct sales opportunities.

• Develop sales strategies to penetrate enterprise contact centers.

• Conduct executive briefings including developing & delivering comprehensive presentations and ROIs.

• Actively engaged in several large contact center accounts in the Bay Area working closely with the top Avaya Account Executives.

Board of Managers

South Valley Family YMCA

May 2007 – Present | San Jose, CA

• Team Captain for the Triangle fundraising division, 130% of quota for past 3 years

• Strategic committee member focusing on membership growth and implementing effective community programs/campaigns that support youth, families, and healthy living.

vmwareDirector, Worldwide Telecom Operations

VMware, Inc.

2006 – 2009 | Palo Alto, CA

  • Managed the $39 Million Network/Telecom budget and team of 19 developers, engineers, project managers, and architects.
  • Responsible for all aspects of the Telecom operations, including all corporate and call center activities.
  • Identified gaps and defined new processes and procedures to support worldwide operations.
  • Initiated the first RFP for the company that reviewed all Telecom vendors and services and resulted in a savings of $5.7M annually.
  • Designed and revamped the worldwide call center network and operations to maximize uptime and optimize the use of resources/technology.
  • Introduced new Avaya technologies to improve user experience, monitoring capabilities, and productivity including Unified Messaging, IVR, DSI, CNA, & other CTI integrations (Siebel and Auto Entitlement).
  • Implemented other technologies to improve communications and reduce expenses, including state-of-the-art worldwide Video Conferencing solution and a cost-effective audio conferencing plan.

IT Project Manager – Telecom/Call Center Liaison to Global Services and Support (GSS) and Sales

  • Coordinated projects with GSS and Sales organizations in the US and international sites.
  • Worked with GSS, IT, and third party vendors to implement Phase I CTI for Avaya.
  • Managed third party CTI vendor relationships with ACT, SimpliCTI, and AdvanTel.
  • Project managed CTI (Telephony) deployment that improved efficiency by 10% – Phase I, Feb 2007.
  • Developed training materials and conducted training for the 4 worldwide support centers.
  • Defined and supervised an Avaya overview and assessment for GSS (“foundational improvements”)
  • Evaluated and defined roles and responsibilities with new CTI partners.
  • Integral to design, development, and project management of GSS CTI Phase II (Avaya-Siebel Integration).

Real Estate Professional

Alain Pinel Realtors

2005 – 2010 | San Francisco Bay Area

  • Direct sales in South Bay area.
  • Proficient in lead generation and direct marketing.
  • Negotiated contract sales with an average sales price of $500K to $1.6M.
  • Sales rank in the top 12% of Real Estate Professionals nationwide.
  • Managed complex and high value transactions.
  • Member of professional coaching organization to develop sales proficiencies including prospecting, direct marketing campaigns, effective time management, negotiating, and closing skills.

roxio

IT/Telecom Manager and Project Management

Roxio, Inc.

2001 – 2005 | Santa Clara, CA

  • Responsible for Worldwide Telecommunication for corporate and call center systems including various ACDs, IVRs, VRUs, PBX, and CTI.
  • Single point of contact for all Data and Telecommunications vendors. Negotiated contracts and conducted comparisons for all corporate and call center IT infrastructure.
  • Main Project Manger on IT team coordinating IT infrastructure and telecommunications for new location build outs, office relocations, acquisitions, and new system/application development and roll outs.
  • Coordinated, reconciled, and approved all vendors billing. Create a “master resource” referenced for ease in vendor negotiations, and maintenance.
  • IT Liaison and primary technical support for global call center and other corporate organizations. Designed, developed and maintain all Call center applications managing various vendors as well as primarily providing 80% of the support personally.

aspect

Business Applications Consultant/Sales Engineer/Trainer

Aspect Communications, Inc.

1996 – 2001 | Detroit, MI | Frankfurt, Germany | San Jose, CA

  • Provided sales support to a world wide team based in MI, CA, & Germany.
  • Technical advisor, visionary, and creative consultant for solving business challenges in presales process.
  • Architected and executed high level strategic and tactical presentations and solutions with various fortune 1000/500 companies.
  • Instrumental selling more than 75 call center solutions for Fortune 500 companies worldwide.
  • Conducted Design Workshops to create and define the caller experience.
  • Consulted with customers on how to manage their call centers effectively and efficiently.
  • Regularly training new Aspect Sales Account Executive and Sales Engineering on products and solutions.
  • Provided technical assistance and transition information to support customers and implementation teams.
  • Collaborated with internal marketing, product, and training departments to create new solutions, tools, techniques, and training for entire sales force and Product Consultants.
  • Center stage for all major corporate demonstrations for Executive Briefing Center and industry tradeshows worldwide.

national tech team

Telecom/Call Center Manager

National TechTeam

1994 – 1996 | Detroit, MI

  • Managed 100+ person, worldwide technical outsourcer for call center applications.
  • Assisted in design, implemented, and maintained all call center technologies ( PBX, ACD, ICR, CAS, CTI).
  • Trained and managed call center staff.

ford

Telecom/Call Center Manager

The Ford Motor Company

1986 – 1994 | Detroit, MI

  • Managed 25 Agent customer service call center.
    Assisted in development of call center solutions (PBX, ACD, and Outbound Dialer).
    Trained and managed call center staff.
    Gained valuable insight into issues and concerns facing front-line call center agents.

Responsible for Worldwide Telecommunication for corporate and call center systems including various ACDs, IVRs, VRUs, PBX, and CTI.
Single point of contact for all Data and Telecommunications vendors. Negotiated contracts and conducted comparisons for all corporate and call center IT infrastructure.
Main Project Manger on IT team coordinating IT infrastructure and telecommunications for new location build outs, office relocations, acquisitions, and new system/application development and roll outs.
Coordinated, reconciled, and approved all vendors billing. Create a “master resource” referenced for ease in vendor negotiations, and maintenance.
IT Liaison and primary technical support for global call center and other corporate organizations. Designed, developed and maintain all Call center
applications managing various vendors as well as primarily providing 80% of the support personally.

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