Kristen McCourt

Mullica Hill NJ ***** • 856-***-**** • ad1i1o@r.postjobfree.com

TELECOMMUNICATIONS CONSULTANT

Extensive Project Management and Consulting experience with proven leadership skills, strong business, and technical process orientation. In depth experience in the development and execution of innovation strategies, policies, and planning. Ability to build strong client and vender relationships to obtain desired results in a matrix management environment. Core competencies include:

Call Center Operations • Project Management • Design and Infrastructure • ACD Applications • Management • Troubleshooting • Problem Resolution • Leadership • Vendor Management • Time Management • Attention to Detail

EXPERIENCE

Landis+Gyr, Alpharetta, GA 08/2022 – 06/2023

Senior Proposal Specialist

Responsible for full lifecycle management of RFI/RFP activities for L+G Commercial Technologies Division. Developed and managed large complex bid requirements across all participating organizations for a successful delivery to potential clients.

Facilitated internal kickoff team meeting with all Stakeholders.

Organized and scheduled timelines and cadence reviews.

Project Managed all activities to ensure milestones are met and approved.

Responsible for final compilation, review, approval, and submission of Client Requirements.

ASSURANT, Wayne, PA 02/2007 – 04/2022

Technical Support Administrator

Managed global daily operations, maintenance, installation of administration and call center phone applications using ICM, CUCM, Finesse Agent Soft phone, Cisco Unity Voicemail, Voice Print/NICE, and eGain for in-house and work from home agents.

Programmed and maintained Jabber Soft phone application through Call Manager and Cisco Unity to support agents and administrators.

Performed Project Management and analysis of the Ticketing System, ServiceNow, to find trending issues for problem resolution and prevention to reduce chronic ticket issues.

Executed quarterly service practices for server updates within Assurant.

Interfaced with vendors for escalation and troubleshooting of major issue resolution with eWFM, Intradiem, and NICE.

Provided Enterprise technical support and extensive problem analysis capabilities.

Served as an advocate for Enterprise customers for time sensitive problem resolution.

Monitored Enterprise telecom infrastructure and rapid response to alarm conditions.

Transitioned Enterprise technology from design/build to support in a cross functional organization.

Developed, designed and documented procedures and protocol.

ADDITIONAL EXPERIENCE

COMCAST CORPORATION, Voorhees, NJ

Technology Manager Call Center Operations

ASPECT COMMUNICATIONS, White Plains, NY

ACD Practice Consultant

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