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Network Power<100 people
Roles
💰100%
Investor & VC
💸100%
Marketing
✔️100%
IT
Geos
🇺🇸100%
United States
Work Background
Executive Director of Call Center Technologies
Wells FargoExecutive Director of Call Center Technologies
Nov. 2020Durham, NC, United StatesEngaged leader over our call management technology that is leveraged by greater than 60k agents worldwide. I’ve responsible for 150+ technology specialist which include 15+ highly capable managers across multiple time zones. Inbound and outbound calls, dialers, voice biometrics, intelligence IVR, hosted or on-prem call management solutions are some of the technologies we support.
Leader Call Center Compliance Technology
Wells FargoLeader Call Center Compliance Technology
Oct. 2020 - Nov. 2020Charlotte, North Carolina, United StatesResponsible for leading 4 teams that maintaining and enhancing technology used across all of Wells Fargo call centers(50,000+ users) linked to compliance. Set the direction for greater adherence while leveraging the best in breed technology. Fraud protection, authentication, call recording, sentiment analysis are a few of the areas under my span of control.
IT Director – Artificial Intelligence and Contact Center Desktop
Lincoln Financial GroupIT Director – Artificial Intelligence and Contact Center Desktop
Jan. 2012 - Sep. 2020Greensboro/Winston-Salem, North Carolina AreaOversee the complete life cycle of building a reusable framework leveraging artificial intelligence - technology selection, architecture, quality assurance, competitive analysis, and 3rd party vendors.
Manager of Production Support
Blue Cross & Blue Shield of NCManager of Production Support
Jan. 2010 - Jan. 2012Raleigh-Durham, North Carolina AreaManaged a talented staff of professionals to perform process re-engineering, business analysis, software testing, and production support in a challenging environment.
IT Applications Manager – Siebel / Business Objects / Java Applications
Blue Cross & Blue Shield of NCIT Applications Manager – Siebel / Business Objects / Java Applications
Jan. 2006 - Jan. 2010Raleigh-Durham, North Carolina AreaDuties included resource management, project management, application design, career development planning, visioning, assisting with contracts, and being the business relationship manager. Managed projects involving the successful deployment of Call Center and Sales application releases.
Lead Technical Analyst
Blue Cross & Blue Shield of NCLead Technical Analyst
Jan. 2004 - Jan. 2006Strategically steered technical architecture of CRM implementation including solution design, package version selection, enterprise architecture coordination, business processes, training, and quality assurance.
Software Contractor
Pearson Government SolutionsSoftware Contractor
Jan. 2004 - Jan. 2004
Siebel Developer
AnswerthinkSiebel Developer
Jan. 1999 - Jan. 2003
Software Tester
ImonicsSoftware Tester
Jan. 1995 - Jan. 1998

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