Alissa Downham

Specialist Master @Deloitte

Bradenton, FL, US

Plan, build, implement and operate call centers for state contracts. • Partner with technology team to acquire the needed assets to implement the call center including telephony (IVR, inbound, outbound), email, chat, WFM, QA, reporting and knowledge management• Facilitate and manage 3rd party vendor contracts and performance management for agents and foreign language services • Developed agent process and procedure playbook eliminating dozens of updated decks from being referenced that simplified the training and procedure update process• Successfully led transition from Cisco call center platform to Amazon Connect that included IVR (with KPI and Lambda functionality), WFM (Optimization), QA (Contact Lens) and reporting (use of S3 buckets)

University of Minnesota Duluth

Bachelor of Arts (B.A.)

St. Mary's University of Minnesota

Master of Business Administration (M.B.A.)