GINA M. LEE

**** ******** ****, ***********, ** *2310 C: 850-***-**** acx766@r.postjobfree.com

Executive Profile

Accomplished Executive with demonstrated ability to deliver mission-critical results. Professional, driven to manage

costs and establish strategic, mutually beneficial partnerships and relationships with users, vendors and service

providers.

Skill Highlights

Project Management Organizational Restructure and Change

Diverse Market/Industry Knowledge Problem Resolution

Implementation Expert Communication Skills

Negotiation Skills Contract Negotiations and Management

Cost Reductions Client account management

Core Accomplishments

Prudential Productivity Award Recipient

Achieved this honor for the implementation of a statewide Contact Center solution for the State of Florida. Consulted with

Managers and users to develop a needs requirement analysis which instituted an RFP for the solution. Design,

implement and manage a hosted Contact Center solution that reduced cost and enhanced customer service beyond

expectations. Currently servicing 1.5 million clients a month with a 97.9% success rate. Achieved a self service

containment rate of 57%.

Professional Experience

Contact Center Operations & Management Consultant II 09/2013 to Current

State of Florida, Dept. Children and Families

Primary responsibilities at DCF, Information Systems Architecture and operational lead on the Division of

Economic Self Sufficiency's distributed VOIP contact center which handles over 1 million calls per month.

The system is distributed over 3 physical locations in Florida and supports 1,100 agents, supervisors and

managers in addition to over 500 "work-from-home" teleworkers/agents.

Annual operating budget for the contact center technology platform is over $8 million dollars a year.

Serving as IT lead on the RFP team which recently procured a replacement system for an aging call center

platform that included Multichannel inputs, recording and QA, Workforce Management, and application

integration of the IVR and ACD Screen-POPs.

Additional features of the system are post interaction surveys and predictive dialer campaigns.

Liaison for Contact Center Management and IT.

Work closely with project management, other project resources and clients to implement the telephony integration

solution.

Contact Center Specialist/Sales Support Engineer/Consultant/Training Manager

Centurion, Inc. Consulting

Owner, Outsourcing Professional Services, Training and Consulting

Glee Communications

Coordinating multiple vendors and insuring that project dependences, timelines and millstones are met.

Work closely with numerous Project Managers representing multiple vendors to coordinate implementation, UAT,

pilot deployments and "Go Live".

Provide effective Change and Release management guidance and documentation.

Responsible for defining and monitoring the KPIs for the technical operations of the system ensuring that the

overall system functions as designed.

Responsible for monitoring and ensuring SLA compliance from a pool of vendors that are required for day-to-day

service delivery.

06/2002 to 11/2012

Oldsmar, FL

Specialized in Contact Center Applications - ACD, IVR, CRM, CTI, VOIP, Multimedia Routing, Bank by Phone and Contact Center Management. With a primary focus on Financial Institutions, specializing in backend system integration.

Gathered technical data/business processes and analyzed workflow to resolve problems by applying technology

applications for improvement.

Preformed Data Gathering, Data Analysis, Design, worked closely with Developers, QA Testing, Implementation

Management, Training and ongoing support as required.

Creation and delivery of training and development programs for all levels of end-users as it relates to Contact

Center and Information Technologies.

Worked closely with IT, System Developers, Sales and the end user to understand system requirements and

training needs for applications and application implementation.

Developed documentation and technical reports for custom applications and packaged applications, using a

variety of mediums as needed.

Provided technical responses to Request for Proposals (RFP) and suggest telephony applications for

implementation in order to resolve business needs.

Developed and Managed GSA Contract for Centurion, Inc. and assisted clients in the GAS procurement

processes.

Prepared Service Level Agreements (SLAs), Statement of Work (SOW) and Technical Quotations for sales staff.

Designed training programs, classes, workshops, Computer Based Training (CBT), and on-line help for both

new personnel and client end users.

Deliver training to a variety of audiences, understanding and applying adult learning principles.

06/2001 to 07/2002

Tallahassee, FL

Specializing in Contact Center Applications - ACD, IVR, CRM, CTI, VOIP, WFM, QA, Contact Center

Management Systems

Telecommunication Consulting, Design and Training

Preformed Data Gathering, Data Analysis, Design, worked closely with all Vendors, QA Testing, Implementation

Management, Training and ongoing support as required.

Project Management – RFP preparation and review, coordinate local and long distance communication lines,

design inside wiring plants, coordinate all vendors in order to meet scheduled milestones, oversee

implementation.

Major Contact Center Clients include, MetLife, Harrah's Entertainment (Nationwide), Tyson Foods, Atlantic

Assurance Mortgage, Inc., Adams Mark Hotels and Resorts, U.S. Naval Base – Saint Marys, FL, ACS.

Provide Outsourcing of Professional Services to AVAYA Dealers Nationwide.

Avaya Sales, Sales Support and Training 01/2001 to 06/2001

Xeta Technologies Nationwide

Nationwide- AVAYA Sales, Sales Support and Training Responsibilities included telecommunication consulting

service and sales for all Avaya products and services.

Specializing in high end Call Center applications for Call Management and Skills Based Routing (Expert Agent

Services, CMS, CMSSUP, and BCMS).

Solutions include networking, CTI, VOIP and wireless systems.

Designed appropriate communication system for each application, including, but not limited to analysis, call flow

and programming of these applications.

Contact Center Telephony Consultant 01/2001 to 06/2001

Xerox/ACS Atlanta, Georgia

Implementation/Project Management - Coordinate the planning and installation phases for new telecom services

or upgrades for business units to ensure smooth transition and implementation; train business unit staff in initial

use and capabilities of new communications networks/systems.

Evaluate alternative approaches and preparation of cost/benefit analyses, feasibility studies, and proposals for

telecommunications and network hardware acquisition, configuration, and engineering.

Perform periodic routines and analysis to test and monitor the operations and performance of the variety of

business unit analog and digital voice and data systems, telecommunications switching and usage patterns

Ensure the application needs of existing and future offices are cost effectively met as related to data

communications networks, integrated voice and data networks, complex voice networks and applications.

Managed and provided leadership for Supervisors of networked Call Center/Telephony staff in Florida Medicaid,

EDI, West Virginia Medicaid, Colorado Medicaid, Wyoming Medicaid, Mississippi Medicaid, and Atlanta, GA.

Managed all Telecommunication and Data Contracts Corporate wide.

Telecommunication Administrator 09/1998 to 12/2001

Xerox/ACS State of Florida Medicaid Tallahassee, Florida

Design, install and manage the communication network required to support a facility that could handle large

volumes of data (Imaging) for CTI and voice traffic (175,000 plus calls per month).

Manage Telephone System to support 500 users with Voice Mail, 120 of which were Call Center Agents with

Computer Telephony Integration (CTI), integrated wallboard, 25 of these users were Call Center Supervisors

equipped with Call Center Management Software (CMS CentreVu Supervisor) networked/sharing resources,

located in 3 buildings.

Ordered/configured communications for WAN, LAN and voice applications, which consisted of 15 T-1 lines and 2

OC3 connections to our clients.

T-1 lines consist of PRI, point to point for Distributed Communication Service for PBX, Audix and Call Center

Training of Call Center Supervisors for proper Management Skills and use of CMS CentreVu Software and

Management applications, CTI and Frame Relay for Main Frame Access.

custom reports, traffic analysis and conversion.

Supervise Telecommunication staff.

Education

Tallahassee Community College-AA

Lively Vocational Technical School Accounting/Data Processing

Professional Affiliations

Member: International Telecommunications Association

Member: International AAYA Users Group

Member: North Florida AVAYA Users Group

Member: Florida Board of Realtors

Licensed: Florida Real Estate Agent 2

1985

Tallahassee, FL

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