Know your customer before you connect Increase Customer Satisfaction Increase Customer Retention Increase Agents Efficiency Increase Revenue My Experience Contact Center Analysis CRM Architecture CRM Project Management CRM Pre-Sales PBX, CTI, IVR Lucent Avaya, Nortel, Aspect Configuration, Scripting, Routing Cisco ICM Genesys Siebel PeopleSoft Genesys Certified Cisco ICM Certified Professional Overview Fast track Project Manager and CTI Solutions Architect with more than 19 years of experience in contact center technologies and consulting services. Specializing in requirements gathering, design, development, and deployment of large-scale multi-channel contact centers and CRM technologies. Maintain a blend of business and technical expertise functioning in numerous capacities including design, technical architecture, team leadership and project management. Industry Experience: Telco's, Wireless, Financial, Insurance, Banking, Retail, Brokerage, Manufacturing, Pharmaceutical, Outsourcing, Software, .Com's, Marketing, Transportation, Media. Let me help you achieve your CRM goals Call Steve @ 321-284-3868 Email me View My Resume (PDF) View My Resume (MS Word) Contact Center and CRM Resources Cisco ICM Solutions to common network issues (updated regularly) Call Center Technologies, Best Practices and Resource Library CallCenter Magazine © Copyright 2002 Steve Shanawany, All rights reserved.