Sherry A. Hollis

Managed Voice Application services senior level resources.

• Established performance goals for employees and provided feedback on methods for reaching those milestones
• Established team priorities, maintained schedules and monitored performance
• Implemented mentoring program to promote positive feedback and engagement

Project Manager for Application Services.

• Successfully managed budgets and allocated resources to maximize productivity and profitability
• Identified and communicated customer needs to supply chain capacity and quality teams
• Scoped out effort for new application services opportunities and updates to existing customers applications
• Communicated clearly with employees and stakeholders to keep everyone on same page and working toward established business goals
• Genesys Cloud Professional and Architect

• Managed Analytics team members.
• SME for Genesys Interaction Analytics (GIA)
• Advised customers about new analytics methodology and assisted customers in determining best practices for their specific industry
• Developed enhanced agent audit process to maximize quality management standards
• Analyzed quality management system metrics to identify trends and lead improvement projects
• Trained the trainers for quality management best practices

• Managed Analytics team members.
• SME for Genesys Interaction Analytics (GIA)
• Advised customers about new analytics methodology and assisted customers in determining best practices for their specific industry
• Developed enhanced agent audit process to maximize quality management standards
• Analyzed quality management system metrics to identify trends and lead improvement projects
• Trained the trainers for quality management best practices

• Developed documentation throughout the project life cycle including: Voice Application Design, VUI Design, Visio Call Flow, Hardware Architecture Layouts, Database Integration, Project Plans, Test Plans, Implementation Plans, Report Design, and As-Built Documents.
• Programmed Voice & DTMF Applications that integrated into existing backend infrastructure.
• Implemented hardware and software into Windows, UNIX, and/or AIX environments.
• Installed, configured and tested software for CTI IVR SIP and DTMF projects (Genesys, IBM, Nuance, IIS, Apache and IBM WebSphere Application Server).
• Supported Genesys, Nuance and IBM implementations after project acceptance.

• Enhanced and maintained a company-wide retail market point of sale system.
• Designed an account write-off system that integrated into the company infrastructure.
• Developed customer service interfaces that gave representatives the tools to easily manipulate cellular plans, features, new activations and deactivations