Andrea Menke
Williamston,MI
Quote
Much unhappiness has come into the world because of bewilderment and things left unsaid.
Fyodor Dostoevsky
Summary
Seasoned Telecommunications Engineer with over 9 years of experience specializing in IVR, CRM systems. Including Genesys, NICE, Salesforce, TalkDesk. Founder of Panda Technologies LLC, showcasing a blend of technical expertise, contract review and entrepreneurial acumen. Demonstrated expertise in creating AI models and tools, website building, orchestrating in-depth security evaluations, and implementing sophisticated call center technologies. Alongside proficient computer programming, and database integration; Andrea is efficient, effective and committed to continuous learning and creativity. Andrea has exceptional people management, communication skills and enjoys being a liaison between departments famous for miscommunication.
Overview
13
13
years of professional experience
4
4
Years as a Certified CXone Partner
28
28
Contact Centers Built, and Counting!
1
1
Certificate
8
8
years of post-secondary education
Skills
SQL
Work History
Founder
Panda Technologies LLC
03.2020 - Current
- Wrote over 2,000 article descriptions and developed engaging, SEO-optimized content for IXL.com and Education.com, driving increased online visibility and user engagement
- Managed comprehensive business operations, from delegating work, creating job descriptions to client engagement to project delivery
- Designed and developed multiple websites and blogs using WordPress, Wix, and custom coding, ensuring responsive, creative, and user-friendly interfaces and educational, empathetic and helpful content
- Developed and trained advanced Chat GPT models for diverse applications
- Developed 1:1 training to teach how to ethically create and use their own GPTs
- Self-motivated, with a strong sense of personal responsibility.
Engineer
EVENTUS GROUP
05.2022 - 03.2023
- Developed Multiple Call Centers with Nice InContact Studio/ CXOone Userhub
- Knowledge about out of the box (COTS) functionality and the ability to discern when to configure over custom coding
- Implemented scripting that automatically converted English text-to-speech to Spanish
- Experience integrating business processes across systems and multiple Salesforce instances using web services, HTML and JavaScript
- Developed robust code to ensure accurate routing of calls, emails, and chats within call center environment; leading to reduced misrouted interactions
- Developed positive working relationships with stakeholders to effectively coordinate work activities, such as project needs and training
- Streamlined call center operations by developing customized scripts using Nice InContact Studio, resulting in reduced in average handling time.
IT Specialist
ARAYMOND
02.2022 - 05.2022
- Managed provisioning of licenses for over 1000 employees, ensuring compliance with security protocols and maintaining accurate records for audits
- Coordinated with global teams to ensure seamless communication and collaboration across multiple time zones and language barriers
- Implemented streamlined processes through automation, reducing ticket processing time and increasing productivity by 25% through utilizing Microsoft Suite tools such as Power Automate and Forms.
Senior Implementations Manager
SKYBOX COMMUNICATIONS
10.2020 - 03.2021
- Senior Developer and Project Manager for call center implementations
- Became Certified as NICE CXOne Partner
- Developed and implemented 15 custom call center solutions for multiple clients, resulting increased agent productivity and reduction in operational costs
- Managed and developed Talkdesk project implementations using agile methodologies, resulting in 95% on-time delivery rate
- Created Salesforce integrations for call center systems, enabling seamless data sharing between platforms and increasing customer satisfaction by reducing wait times
- Ability to solve multiple, complex issues and work multiple projects simultaneously
- Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
Programmer Analyst
STATE OF MICHIGAN, MIECC
03.2015 - 10.2020
- Developed and maintained call centers for 18 state agencies using NICE, NICE INContact, Genesys and following state protocol
- Served on voluntary team doing security audits to ensure the State of Michigan adhered to compliance standards such as ISO 27001, GDPR
- Built out a Salesforce environment and presentation for around 70 executives in order to encourage adoption of more efficient CRM for the state of Michigan
- Create, maintain, and update CXone IVR scripts/code using CXone Studio
- Experience in working with tools like Visual Studio Code, Salesforce, Workbench etc
- Assisted with the expansion and user training of Michigan's Unemployment agency by developing and maintaining new call centers, which handled over 3,000,000 calls within the first three months of operation
- Assisted with the creation and management of COVID hotlines during the beginning of the pandemic, handling over 5,000 calls per day while ensuring efficient triage and routing to qualified healthcare professionals.
Legal Team Development Intern
ACCENTURE
01.2014 - 05.2015
- Wrote change requests for improvements to the Database system
- Developed and tested 100's of SQL queries for Michigan Child Support databases, resulting in a reduction in query response time
- Collaborated with UX team to design and develop streamlined online user forms, resulting in an increase in completion rates.
Legislative Assistant
Michigan House Of Representatives
02.2011 - 09.2011
- Planned and executed successful townhall events
- Coordinated complex schedules for Representatives, ensuring timely attendance at key meetings and events
- Increased efficiency by implementing new calendar management system
- Crafted e-mail responses to constituents, resulting in increased satisfaction and improved trust between Representative and their constituents.
Education
Bachelor of Science - Information Technology Management
Sienna Heights University
2016.01 - 2024.01
Bachelor of Science: IT Management and Behavioral Sciences - undefined
University of Michigan
01.2013 - 12 2015
Associate of Applied Science: Computer Programming and Business - undefined
Lansing Community College
01.2011 - 1 2014
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Engineer
EVENTUS GROUP
05.2022 - 03.2023
IT Specialist
ARAYMOND
02.2022 - 05.2022
Senior Implementations Manager
SKYBOX COMMUNICATIONS
10.2020 - 03.2021
Founder
Panda Technologies LLC
03.2020 - Current
Bachelor of Science - Information Technology Management
Sienna Heights University
2016.01 - 2024.01
Programmer Analyst
STATE OF MICHIGAN, MIECC
03.2015 - 10.2020
Legal Team Development Intern
ACCENTURE
01.2014 - 05.2015
Bachelor of Science: IT Management and Behavioral Sciences - undefined
University of Michigan
01.2013 - 12 2015
Legislative Assistant
Michigan House Of Representatives
02.2011 - 09.2011
Associate of Applied Science: Computer Programming and Business - undefined
Lansing Community College
01.2011 - 1 2014
Certification
NICE CXOne Certified Partner