Tara Smith

About Tara Smith

Specialties-Telephony systems funtional knowledge, including IVR, CTI, ACD, QA WFM, Reporting and PBX-Full understanding of caller needs so that the call flow design will enhance the caller experience-Data driven analysis of call flow data to insure application stability and expectations of desired change(s) are met-Call Center Operations-Vendor Management-Team Management

Experience

1. Director, Contact Center Telephony Systems

   Kaiser Permanente

   Dec 2014 — Present · CA, US

   Director of Voice Experience 12/2014 to present• Developed the skills and competencies of 8 direct reports. • Brought vendor routing configuration work in house and increased IVR containment and automated call routing resulting in savings.• Manage entire telephony solution nationally for Member Services, including roadmap, design, deployment and support• Business Application owner for 22 telephony systems, supporting process improvements, roadmaps, enhancements and troubleshooting• Deployed outbound automated calls and texts

Education

• Fullerton College

  AA, GE

Skills

• Requirements Gathering
• Cross-Functional Team Leadership
• Software Documentation
• Sdlc
• Solution Architecture
• Requirements Analysis
• Ivr
• Project Planning
• Call Routing
• Quality Assurance
• Program Management
• Business Process
• Project Delivery
• Integration
• Project Portfolio Management
• Resource Management
• Business Intelligence
• Healthcare Information Technology
• Cti
• Workforce Management
• Outsourcing
• Sharepoint
• Call Centers
• Ms Project
• Telecommunications
• Analysis
• Acd
• Telephony
• Management
• Visio
• Governance
• Business Process Improvement
• IT Strategy
• Contact Centers
• Six Sigma
• Call Center
• Pmo
• Pmp
• Software Project Management
• Crm