Belinda Cortez

About Belinda Cortez

I focus on influencing continuous improvement and positive change. Whether the objective is to update technology, optimize the customer experience, or create new business applications, I thrive on envisioning the big picture goal, identifying strategic and innovative solutions and their risks, systematically outlining the steps to successful implementation, and measuring performance against the original target.I have over 15 years of expertise in implementing various enterprise-wide solutions including: • Workflow automation – Pega Case Management, Microsoft Dynamics, BizFlow• ETL processing – Structured Query Language (SQL), SQL Server Integration Services (SSIS)• Marketing segmentation and multi-channel campaigns – Pega Marketing (email & SMS), Cisco (voice), BoldChat (SMS)• Web service utilization (SOAP and REST) – SoapUI, Postman• Interactive Voice Response (IVR) Voice User Interface (VUI) design and development – Cisco Customer Voice Portal (CVP), Nuance IVR and speech-enabled services• Call routing and scripting – Cisco Intelligent Contact Management (ICM), Avaya Aura• Workforce management – Calabrio, NICE IEX TotalView• Inbound webmail/chat – Cisco Unified Contact Center Express (UCCE)Assessing the needs of both business and technology, I am most regarded for forming and delivering quality solutions with measurable impact. My ability to assimilate new concepts and skills gives me the versatility to work within various industries. My consultative, direct, and inquisitive nature helps to draw out potential risks in projects so that they can be proactively mitigated. Working truthfully, ethically and fairly, I am seasoned in forming positive, flourishing, working relationships with employees, project teams, various business units, and vendors. I am a collaborator, project manager, leader and a coach with a “we can” attitude.

Experience

1. Sales Automation Product Owner

   CSAA Insurance Group

   Apr 2022 — Present

Education

• Southwest Institute of Healing Arts

  Certificate of Completion, Life Coaching, Guided Imagery

  2013 — 2015

• University of South Alabama

  Bachelor of Arts, Psychology

  1993 — 1997

• Keller Graduate School of Management of DeVry University

  Masters of Information Systems Management, Information Systems

  2002 — 2005

Skills

• Program Management
• IT Operations
• Ivr
• Guided Imagery
• Vendor Management
• Business Analysis
• Hypnotherapy
• Voip
• Active Directory
• Problem Solving
• Call Center
• Visio
• Business Process Improvement
• Management
• Quality Assurance
• Contact Centers
• Testing
• Call Centers
• Cti
• Unified Communications
• IT Management
• Team Leadership
• Process Improvement
• Cisco Technologies
• Integration
• Leadership
• Software Development
• Coaching
• Disaster Recovery
• Workforce Management
• Transformational Life Coaching
• Telephony
• Troubleshooting
• Software Documentation
• Sdlc
• Enterprise Software
• Hipaa
• System Deployment
• Life Coaching
• Telecommunications