Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Mary Madelen Florendo

Surprise,Arizona

Summary

Dedicated Administrator/Team Member/Manager with over a decade of experience in supervision, operations management, administration, implementation, training, testing, project management and cross-functional communication. Team player with expertise managing staff for efficient production. Displays outstanding knowledge and practical expertise in telephony engineering.

Overview

13
13
years of professional experience

Work History

Project Manager

Village Medical Practices
03.2024 - Current
  • Developed and maintained project plans and timelines.
  • Managed multiple Five9 and Verint training projects with competing deadlines simultaneously.
  • Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
  • Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
  • Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.

Telephony Manager

Beyond Finance Inc
Houston
12.2020 - 02.2023
  • Responsible for assisting with the daily operations of the company's CCaaS platform and overseeing Dialer Administrator direct reports.
  • Supervised and mentored junior team members, providing detailed instructions and guidance to maximise team efficiency.
  • Provide design and implementation expertise in the development of integrated (omni-channel) contact strategies for 500+ remote employee
  • Manage the execution of multiple, simultaneous implementation projects; effectively communicate plans, progress and status both internally and to all vendors.

Sr. Dialer Administrator

Beyond Finance Inc
Houston
02.2018 - 12.2020
  • Responsible for maintaining and keeping Five9 systems and integrations operating efficiently for the business
  • Served as main point of contact for outside vendors, connecting with relevant personnel or department.
  • Managed CRM system to maintain prompt customer response rates and consistent communications.

Implementation Manager

Five9 Inc
, Philippines
04.2014 - 12.2017
  • Responsible for delivering customer's any combination of Five9 Cloud Services solutions across a wide range of environments varying from simple to very complex and including integrations with a wide variety of customer and third-party platforms and processes
  • Lead customers through all phases of implementation including discovery, requirements gathering, configuration, training, testing, and production rollout.

Assistant Team Leader

AEGIS People Support Network Solutions
07.2011 - 03.2014
  • Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
  • Managed up to 25 customer escalations per day in fast-paced centre.

Education

Bachelor of Science - Accounting

Lyceum of the Philippine University
Manila

Skills

  • All Five9 cloud service solutions, Salesforcecom platform and partner ecosystem (ie Zendesk, Zoho CRM, SugarCRM)
  • Advanced Five9 IVR Configuration (ie Salesforce Data Dip via Rest and SOAP api, Lead Service via JSON and other CRMs)
  • Advanced Five9 Troubleshooting
  • Knowledge of Five9 API via SoapUI and PowerShell
  • Knowledge of Genesys
  • Knowledge of Velocify
  • Knowledge of TalkDesk
  • Knowledge of Kall8 and Retreaver - Marketing Platform
  • Knowledge of ObserveAI Integration
  • Knowledge of Verint Administration
  • Project Management
  • Technical Support

References

References available upon request.

Timeline

Project Manager

Village Medical Practices
03.2024 - Current

Telephony Manager

Beyond Finance Inc
12.2020 - 02.2023

Sr. Dialer Administrator

Beyond Finance Inc
02.2018 - 12.2020

Implementation Manager

Five9 Inc
04.2014 - 12.2017

Assistant Team Leader

AEGIS People Support Network Solutions
07.2011 - 03.2014

Bachelor of Science - Accounting

Lyceum of the Philippine University

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