We provide IT Staff Augmentation Services!

Solutions Development Manager Resume

5.00/5 (Submit Your Rating)
Hire Now

TECHNICAL wRITER

Over 15 years of experience defining and documenting proposals, statements of work, and technical descriptions that promoted automation and efficiency for contact center enterprises. Motivated to independently research topics, wade through the complexities, and organize information in a logical manner. Strong communication skills with demonstrated ability to interpret customer business needs, facilitate interviews with subject matter experts, meet deadlines, and drive deliverables to the customer.

KEY ACCCOMPLISHMENTS

  • Assessing customer requirements for complex applications deployment for Global 1000 companies and enterprises resulting in >$100M in new revenue.
  • Delineated compliance issues with engaged partners – IT, finance, marketing, legal, and customer service.
  • Maintained SharePoint library of contact center technology documents and updated content as needed.
  • Attained the role of POC for contact center materials with sales and marketing teams.
  • Focused on the needs and requirements of each customer to create high quality and custom documents.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA 1994 - April 2012
A global leader in communications and IT solutions supporting business, government, and education. Division of Confidential, a Fortune 500 business.

Global Solutions Consultant 2011 - 2012
Collaborated with account teams to evaluate and address business issues of 250+ commercial customers for call center solutions. Served as the liaison between the customer, technology experts and service and support groups to prepare business process descriptions and design specifications. Coordinated issue tracking and resolution and consulted with customer to ensure agreement on solution delivery.

  • Contributed to annual revenue plan of $240K for IVR, ICR, and ACD applications.
  • Provided support to account teams for technical documentation, data flow and business process descriptions, UAT plans, and system process flows and diagrams.
  • Coordinated webinars/training with customers and subject matter experts.

Solutions Development Manager 2004 - 2011
Managed solutions development for 20+ enterprise customers/year that improved their ability to deliver call center applications to their end-users and customers. Collaborated with stakeholders and subject matter experts, documented user requirements and prepared solution proposals to customers.

  • Deployed a vehicle diagnostics application for GM OnStar, which not only provided ability to increase enterprise growth and achieved cost savings for GM, but enabled Confidential to gain $12M in revenue and provide a catalyst to win additional opportunities and projects with GM.
  • Developed call center solutions that led to notable accounts of $100M+ in new revenue including State of California, American Red Cross, and many Fortune 1000 companies.

Proposal Manager 1998 - 2004

  • Responded to 50+ bids/year for contact center services including analyzing, researching, and developing cloud-based and custom solutions to win global accounts.
  • Project managed response teams from multiple business groups to deliver technical documentation and quality responses to RFPs.

Marketing Specialist 1994 - 1998

  • Defined requirements and performed user acceptance testing for various pricing tools used by sales.
  • Maintained IVR application in support of global voice services.

EDUCATION and PROFESSIONAL DEVELOPMENT
Bachelor of Arts, 
Business Systems Analysis Certificate 
Coursework included:

  • Requirements Elicitation
  • Determining a Project\'s Objective
  • Defining Project Scope
  • Describing Business Process
  • Determining Information Requirements
  • Describing Functional Business Requirements
  • Documenting Requirements
  • Eliciting Data Warehouse Requirements

TECHNICAL SKILLS and TRAINING

  • MS Word, Excel, Visio, PowerPoint, and SharePoint
  • Adobe Acrobat, Writer and FrameMaker
  • Call Center Technologies: ACD, IVR, CTI, WFM, ICR, CRM, QA
  • VXML, Speech Recognition, SaaS
  • UAT plans, business process, data-flow diagramming
  • Compliance standards: IEEE, Sarbanes-Oxley, HIPAA
  • Project Management

PROFESSIONAL AFFILIATIONS
International Institute of Business Analysis (IIBA) member
IIBA Greater Atlanta Chapter member

Hire Now
Report an issue

We'd love your feedback!

Privacy Policy
Resume Categories
Client Services
Job Seekers
Visa Sponsorship