Tori Howard
Franklin,OH
Summary
Customer Service Applications Manager with experience leading customer service technology initiatives and digital transformation across contact center platforms. Serves as a key liaison between Customer Operations and Digital teams, delivering solutions that improve customer experience, system performance, and operational efficiency. Proven background in UAT leadership, system implementations, and continuous improvement across platforms including Genesys Cloud and SAP IS-U. Known for aligning business needs with technical solutions and driving successful delivery of customer-focused programs.
Overview
4
4
years of professional experience
Work History
Customer Service Applications Manager
AES
2025.10 - Current
- Act as liaison between Customer Operations, Digital, and IT to optimize customer service applications
- Lead system initiatives improving customer experience, agent workflows, and operational efficiency
- Drive Customer 360 and BDEx productivity reporting, enabling visibility and data-driven decisions
- Translate business needs into system and reporting requirements through cross-functional partnership
- UAT for system enhancements including testing, incident tracking, and validation
- Coordinate system improvements and defect resolution with Digital teams
- Identify and prioritize process and system optimization opportunities across customer and back-office tools
- Developed training materials and conducted sessions for end-users.
Team Leader – Customer Contact Center
AES Ohio
2022.09 - 2025.10
- Trained and mentored team members to drive performance and collaboration
- Streamlined workflows to improve efficiency and reduce downtime
- Analyzed performance metrics to identify and address improvement opportunities
- Developed action plans and set expectations to drive goal attainment and engagement
- Managed conflict resolution and maintained a positive team environment
- Delivered targeted coaching to improve individual and team performance
Skills
- Business analysis
- Incident management
- Customer Applications Management
- Digital Customer Experience
- User Acceptance Testing
- Cross-functional Collaboration
- Stakeholder Communication
- Process and System Improvement
- Reporting and Performance Insights
- Requirements Gathering
- Project Coordination and Execution
Timeline
Customer Service Applications Manager
AES
2025.10 - Current
Team Leader – Customer Contact Center
AES Ohio
2022.09 - 2025.10
Customer Applications & Tools
- Genesys Cloud
- SAP IS-U (Customer Information System and Billing)
- BDEx and BPEM case management
- Customer 360 program support
- Self-service and digital customer experience tools (Web, Webchat)
- Defect tracking and testing coordination tools (Panaya)