David Fine
Boca Raton,FL
Summary
Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth. Proficient in managing reporting, budgeting and compliance areas. Adept at updating and working with executive leadership. Bringing superior skills in planning, negotiation and complex problem-solving gained over 35 years of telephony experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Manager Technical Operations
CBTS
Boca Raton, FL
03.2017 - 05.2024
- Led a team of engineers in daily design, build, deployment, and maintenance of the Cisco Hosted Collaboration Solution with a primary focus on the Cisco contact center platform.
- Responsible for meeting with clients to gather requirements and design contact center.
- Suggested enhancements and improvements to enhance customer efficiency in their contact center
- Assisted sales team in pricing out contact center engagement
- Developed and implemented strategies to enhance operational efficiency, decrease expenses, and boost productivity.
- Mentored junior staff on business processes, customer service standards, and quality assurance protocols.
- Coordinated cross-departmental efforts to achieve project deliverables within specified timelines and budgetary parameters.
- Identified areas of operational enhancement by analyzing processes and conducting benchmarking studies.
- Developed long-term relationships with key stakeholders including customers, suppliers, regulatory bodies.
- Established effective communication channels between different departments within the organization.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
- Collaborated with cross-functional team members to build and execute development plans.
- Delegated work to staff, setting priorities and goals.
Senior Director Global Unified Communications & Contact Center Technology
CompuCom Systems, Inc.
Charlotte, NC
02.2016 - 01.2017
- Led IT Strategy and drove innovation for Global Unified Communication and Contact Center Technology
- Managed and led a flexible and adaptable high-performance organization
- Implemented and led execution of technology adoption initiatives, redefining enterprise architecture to align with business requirements.
- Partnered with Business Stakeholders to develop Contact Center Strategy and support Business Continuity Plan.
- Managed multiple projects simultaneously while ensuring deadlines were met.
Senior Contact Center Applications Engineer
ShoreGroup
Charlotte, NC
06.2013 - 02.2016
- Managed the configuration and optimization of call routing call flows on a Cisco UCCE system.
- Contributed to both system and user acceptance testing efforts while troubleshooting any encountered issues
- Provided necessary training and system documentation as required
Sales Engineer III
Avaya
Charlotte, NC
01.2012 - 05.2013
- Generated sales leads and fostered relationships with key decision-makers within the Time Warner organization.
- Provided information on Avaya system upgrades to Time Warner accounts
- Collaborated with multiple companies to develop upgrade strategies and design new system additions
- Ensured regular and effective communication with team members through face-to-face meetings and weekly video calls.
Education
Bachelor Degree in Computer Science -
Temple University
Skills
- Partnership Development
- Talent Development
- Resource Allocation
- Strategic Planning
- Business performance management
- Documentation And Reporting
- Operations Planning
- Innovation management
- Corporate Communications
- Operations Management
Certification
- Avaya Professional Sales Specialist– Contact Center (APSS)
- Avaya Professional Design Specialist – Contact Center (APDS)
- Avaya Professional Design Specialist – Radvision Scopia Solution (APDS)
- Cisco Certified Sales Expert
- Cisco UCCE Design Expert
- Five 9 Implementation Engineer
Timeline
Sr. Manager Technical Operations
CBTS
03.2017 - 05.2024
Senior Director Global Unified Communications & Contact Center Technology
CompuCom Systems, Inc.
02.2016 - 01.2017
Senior Contact Center Applications Engineer
ShoreGroup
06.2013 - 02.2016
Sales Engineer III
Avaya
01.2012 - 05.2013
Bachelor Degree in Computer Science -
Temple University
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