Cynthia Stevenson

WORK HISTORY

SKILLS

ABOUT CYNTHIA STEVENSON

A proven Global leader of Workforce Management tools and processes who offers expertise in developing successful strategies with proven results. Respected as an industry expert for Workforce Management, and called upon to speak at industry trade shows frequently. A change manager with focus on driving results through our tools.Management of Global Application Support Team supporting 20+ Workforce Management applications including Nice, Verint, Aceyus, Alvaria, Avaya and Intradiem developing long term tools strategy to optimize benefits and enhance performance.Standardize process / procedures for all WFM tools for cross functional teams-Multiple business functions: Customer Service, Collections, Credit, Fraud, Back Office, KYC and contact center and branch service agents-82 locations: 39 domestic and 43 international countriesOwn vendor relationship management including enhancement reviews; new product evaluations; license, invoice and professional services management; technical support, upgrades and health checks.Oversee Third Party Business Activities with responsibility for third party due diligence, TP-RAP, compliance reviews, contract negotiations and Statement of Work implementationsPartner with Operations on application use cases, adoption / utilization of tool functionality, and identifying enhancements that produce efficiencies with in the businessResponsible for training and support of all Workforce Management tools and technologiesProject management and implementation related to new products and business integrations including due diligence and planning, server and software deployment, application setup, support and trainingLeads a variety of high impact, high-profile projects with considerable business impact through in-depth evaluation of complete business processes, system processes and industry standards including technology RFPs, business case development, and application deployment