Robert Iannacone https://www.linkedin.com/in/livechat2/

706-***-****

Live Person Subject Matter Expert

PROFESSIONAL PROFILE

Software strategist with 20 years of experience in many verticals. Subject Matter Expert with Live Chat and have implementer Email, SMS, and Chat Bots. Served as product owner of these channels enterprise wide and worked cross functional at the c-level.

Technologies/Skills: Live Person, Salesforce, Genesys, Zoom, Skype, GoToMeeting, WebEx, Meetings, Google Drive, Gmail NetSuite, Monday.com, Amazon Web Services (AWS), Microsoft Azure, Python, ReactJS, NodeJS, HTML, JavaScript, RestAPI

WORK EXPERIENCE

Critical Solutions Medical Staffing, Augusta GA

01/2013 – 11/2020

Product/Implementation Manager

• Integrated Google sheets into AI recruiting Bot.

• Facilitated the use of priority owned CRM for HCA hospitals and staff.

• Configured and trained staff on Salesforce instance and supervised Genesys call routing roll-out.

• Coordinated with operations team to deploy AI Messaging Chat Bots solution

• Implemented SMS technology platform for daily use near-perfect read rate of 98%

• Used Microsoft Azure cloud platform for Bot services.

• Used Python for Mobile App Development and Testing

• Work with different functional components props -JavaScript -HTML.

• Leveraged Node for backend and React for front end.

• Employed different frameworks and UI component libraries such as Material-UI and React-Spring

• Worked with different API and RestAPI's

Kaplan University, Ft Lauderdale, FL

Dec 2003 – Dec 2012

Director of Admissions

Jan 2006 – Dec 2012

• Served as enterprise-wide SME consultant for both domestic, international teams and vendors using Live Chat, Email, SMS. Held a CSTA survey rating 96% using these channels.

• Facilitated many digital marketing strategies.

• Supervised and trained a team of 135 admissions advisors in using SaaS.

• Process improvement champion that led teams to achieve revenue of over $100M.

Associate Director of Admissions

Dec 2004 – Dec 2005

• Engineered the development of recruitment strategies while spearheading a 60-person Live Chat Admissions Advisors (Work from Home Sales) team

• Met and exceeded divisional goals while facilitating over 3,500 sales annually.

• Recognized for effectively managing team level sales performance and awarded President’s Club status

Admissions Advisor

Dec 2003 – Dec 2004

● Organized recruitment and admissions activities offered advice and counsel and facilitated the collection of admissions documents for prospective students undergoing the admissions process.

● Top 1% in sales and retention

● Promoted to manager after one year based on recommendation from C-level executive.

AT&T - Media One, Miami, FL

Jan 1999 – Dec 2003

Call Center Supervisor

• Reduced downtime from 28 minutes to 40 seconds, thereby increasing operational efficiency by achieving $700k monthly in cost savings.

• Achieved a 90% customer approval rating and reduced phone volume by 50%

• Propelled transformational changes to drive corporate growth within the Fortune 100 company by providing telecommunications and cable e-services with $40 billion in revenue.

• Surpassed all national sales expectations while managing local phone, cable TV, and high-speed data to achieve revenue, expense, and EBITDA targets.

EDUCATION

Bachelor of Applied Science – BASc, Computer Science – Kaplan University (2009)

MIT Sloan School of Management Computer Science and Artificial Intelligence Certificate – (2019)

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