Contact Center Operations Manager
Resume:
Rob Larsen
***.********@******.***
SUMMARY
Experienced Project and Customer experience manager looking to expand my knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
EXPERIENCE
NWN Carousel
2021 – present Operations Manager (Remote)
State of California Health Benefit Exchange Managed Services contact center and network infrastructure manager
●1200 Agent contact center (Cisco/Verint)
●Relationship management
●Managed team of onsite and remote engineers
●Escalation management
●Quarterly Executive Business Reviews
2019 – 2021 Customer Experience Manager (Remote)
NWN Carousel strategic client portfolio
●Managed Hosted UC and Contact Center customers
●Relationship management
●Escalation management
MGM Resorts International Managed Services worldwide voice and contact center infrastructure
●58 properties and 250k endpoints
●Relationship management
●Managed team of onsite technicians
●Escalation management
●Quarterly Executive Business Reviews
●Managed reopening of hotels and backlog ticket volume after full pandemic closure
Five9
2018 – 2019 Platform engineer (Onsite at customer: Scottsdale, AZ)
•Contact Center IVR planning, creation and implementation for 4000+ seat Fortune 10 pharmaceutical contact center
•Executive and Senior level management Discovery/planning
Telarus
Feb 2014-2018 Project and Services Manager (Remote)
•Project Management of 400+ Avaya IP Office implementations annually
•Programming and installation
•Remote Technical support and troubleshooting
•Programming Data collection for all systems
•Manager of 25 IP telephony technicians
•Pre-sales and Engineering, design and architecture support
•Pre-sales engineering of carrier circuits and bandwidth to transition existing and new customers off old circuits
•Management, scheduling and provisioning of new circuit turn ups
Carousel Industries
2012-2014 Senior Sales Engineer (Remote)
•Pre-sales VoIP and Video Architectural Design
•Site surveys and technical/architectural documentation
•Avaya IP Office SME for Western US
•Avaya Communication Manager design expert
•Carrier Services design and specification
•Pre-Sales Engineering of data and wireless networks
•Trainer and content development for account executives and systems engineering teams
•C-Level management engagement
PAETEC
2011-2012 Solutions Architect (Remote)
•Pre-sales VoIP and Video Architectural Design
•Site surveys and technical/architectural documentation
•Avaya Communication Manager design expert
•Carrier Services design and specification
•Pre-Sales Engineering of data and wireless networks
•Trainer and content development for account executives and systems engineering teams
•C-Level management engagement
Avaya
2008-2011 Senior Channel Systems Engineer IV (Remote)
•Business Development Engineering supporting value added resellers and Partner Communities.
•Developed and delivered training resources for development planning to business partners.
•Business Partner strategic planning
•Trained North American Platinum & Gold business partners as “DemoAvaya” Instructor and Sr. Sales Engineer.
•Developed Curriculum for Nortel Integration and Migration
•Assisted in development of new Avaya Connect Competency Model
•Provide escalation assistance to business partners
•C-Level management engagement
•Specialized in: Communication Manager, IP Office, Video and Contact Center
C3IP Communications
2006-2008 VP of Engineering (Scottsdale, AZ)
Bay Networks/Nortel
1997-2006 Systems Engineer/Pacific Northwest Direct Touch (Remote)
St Luke's Regional Medical Center
1995-1997 Data Communications Analyst (Boise, ID)
ANIXTER
1988-1995 Inside/Outside Sales Rep
Technical & Sales Experience
•Cisco UC/CC and routing
•Five9 Virtual Contact Center
•Verint WFM/Recording
•Avaya UC/CC
•Extreme
•F5
•Lifesize
•Polycom
•VMware
•Broadsoft
Carrier Services
•T1, Frame Relay, OC2/12, MPLS, SIP, ISDN, Broad
EDUCATION: Bachelor of Business Administration
Major: Business Management
IDAHO STATE UNIVERSITY OTHER
•PMP trained
•Agile environment (Project management)
•Proficient in use of SalesForce
•Proficient in Microsoft Offic
References upon request
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