Soulat Umer

About Soulat Umer

Award-Winning, Accomplished and Empathetic Leader with a demonstrated history of delivering medium to large scale, complex digital and technology initiatives, leading cross-functional global teams and implementing cutting edge technology solutions (Artificial Intelligence, Machine Learning, Natural Language Processing/Understanding) worldwide. I have a passion for technology and the positive impact it creates in business transformation and process improvement and delivering Return on Intvestment (ROI).Highly skilled in strategic product development and in building high performing, multinational & diversified teams. I focus on the ideation, development and execution of human-centric portfolios. Key Competencies-Leadership and Management-Project Management/Program Management/ Delivery Management- IT Strategy and operations- Business Analysis and Development -Communication and Negotiation-Change Management-Creativity and Innovation-Risks/Issues/Dependencies Management-Vendor Management and contract negotiations- Critical Thinking & Problem solvingKey Technologies and Methodologies- Contact Center Technology Stack and Omni Channels (Voice, Email, SMS, Chat, APNS, Outbound Voice) and Platforms including Genesys Pure Engage Contact Center Platform, Nuance Mix (Voice) and Nuance virtual Assistant (Chatbot), Sales Force CRM (Service and Sales Cloud), Five9 Outbound Dialer, Medallia Customer Satisfaction Survey - Safe Agile, Agile (Scrum)/Waterfall (SDLC)/ Hybrid, DevOps and SDET Practices- Lean Six Sigma Green Belt - Microsoft Project/Microsoft Power BI/Visio/ Microsoft OS/ MS Teams- JIRA/ Confluence/ HP ALM/ SharePoint- Cloud Computing (Private, Public and Hybrid) and Contact Center as a Service- Overseeing Retail Pharmacy, 340B/ Specialty Pharmacy, HR and Sales M & AKey Achievements:+Delivered business plans supporting $40-50m revenue generation +Managed Budgets of up to $160m +Managed $10m in capital expenditure +Achieved cost reductions in excess of 20% Please contact me at s•••••@hotmail.com to find out how I might consult, contribute and add value to your organization.

Experience

1. Director of Information Technology- Customer Engagement Technology (Cet)

   Walgreens

   Nov 2021 — Present · Deerfield, IL, US

   FY25 Achievements• Successfully migrated all TFNs from GVP to Nuance Mix during peak season: Ensured efficient handling of increased call volumes with a robust and scalable solution.• Improved IVR containment from 38.46% to 39.27% and reduced application errors to 0.01%: Enhanced efficiency and customer satisfaction by resolving more issues without live agents and ensuring a smoother experience.• Increased IVR self-service completion from 21.80% to 25.15%, enhancing customer experience: Enabled more customers to complete transactions without human assistance, leading to faster service and higher satisfaction.• Integrated automated testing process for Inbound IVR UA Testing: Ensured higher reliability and quicker deployment of updates through thorough automated testing.• Boosted Chatbot containment from 68% to 72%, peaking at 75% in May: Improved efficiency and customer satisfaction by handling more inquiries without human intervention.• Doubled Rx Refill self-service success rate in Chatbot from 16.6% to 33.3% at peak; sustained at 26.7%: Significantly improved convenience and satisfaction by enabling more successful prescription refills via chatbot.• Maintained Chatbot system availability at 99% throughout the year: Ensured reliable customer assistance at any time, maintaining trust and satisfaction.• Improved Chatbot NPS from 8% to 11%: Reflected increased customer satisfaction and loyalty, with more customers likely to recommend the service.• Refined internal scrum processes for IVR and Chatbot, improving delivery consistency and quality: Delivered updates and new features more consistently and with higher quality, enhancing overall performance and satisfaction.

Education

• NED University of Engineering and Technology

  Engineering, Electronics

• DePaul University

  Master's Degree, Business Information Technology

  2014 — 2018