LiveVox Call Center Software
Ryan Peterson
Roswell,GA
Summary
Adept at software implementation and fostering strong client relationships, I significantly enhanced project efficiency and customer satisfaction at LiveVox and NICE. My expertise in project leadership and creative thinking has driven continuous business growth, with a track record of developing and executing effective project plans that meet precise scope definitions.
Overview
16
16
years of professional experience
Work History
Implementation Consultant
NICE
12.2023 - 12.2024
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Served as primary point of contact between clients and technical teams, bridging gaps in understanding while ensuring accurate translation of requirements into deliverables.
- Completed minimum 7 existing client multi-product implementations per quarter focusing on Email, SMS, and CRM products adding $20k annually per implementation.
- Completed SMS and Email implementation projects with clients T-Mobile, Nordstrom, Kohls, Jefferson Capitol, and AscensionPoint Recovery.
- Ensured seamless data migration, developing comprehensive data mapping plans to support accurate transfer between systems.
Implementation Consultant
LiveVox
02.2022 - 12.2023
- Optimized client's workflows, analyzing existing processes and recommending improvements during system integration.
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
- Completed minimum 5 new logo projects bringing clients onto the LiveVox platform quarterly adding revenue of $30k annually per implementation.
- Completed minimum 4 existing client product implementations quarterly adding revenue of $10k annually per implementation.
Product Specialist
LiveVox
05.2016 - 02.2022
- Developed and maintained an advanced understanding of the product line to deliver voice, SMS, and email solutions that drive LiveVox and customer success in competitive markets.
- Guided Project Managers, Account Managers, Client Fulfillment, and QA in configuration projects, ensuring the success of high-profile implementations.
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the LiveVox product line.
- Scoped, converted, and built complex IVR flows and configuration for clients MedAssist, Transworld Systems Inc., Credit Management Company, and Portfolio Recovery Associates totaling $40k Professional Services Fees.
Customer Support Consultant
LiveVox
11.2013 - 05.2016
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Proactively identified opportunities for upselling products or services based on individual customer needs, driving revenue growth.
- Assisted in the development of training materials for new team members, fostering a culture of continuous improvement within the department.
- Reduced average call resolution time by implementing effective problem-solving strategies and maintaining a comprehensive knowledge base.
Customer Support Technician
Young Harris College
08.2008 - 08.2013
- Pulled cat6 and fiber optic cabling to and inside 20 campus buildings.
- Tested wireless signal strength for the entire campus to ensure quality coverage in all 100+ classrooms and 500 residence hall rooms.
- In the summer of 2011 worked a 72 hour week as the entire network infrastructure was overhauled, installed and replaced.
Education
Bachelor of Science - Biology
Young Harris College
Young Harris, GA06-2012
Skills
- Software Implementation
- Project Leadership
- Project Management
- Scope Definition
- Creative Thinking
- Customer Relationship Management
- Phone and Email Etiquette
- Call Center Software Experience
Software
Asana
JIRA
Salesforce
Postman
Timeline
Implementation Consultant
NICE
12.2023 - 12.2024
Implementation Consultant
LiveVox
02.2022 - 12.2023
Product Specialist
LiveVox
05.2016 - 02.2022
Customer Support Consultant
LiveVox
11.2013 - 05.2016
Customer Support Technician
Young Harris College
08.2008 - 08.2013
Bachelor of Science - Biology
Young Harris College
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