Terry Neumann

About Terry Neumann

Leader with over 30 years Contact Center / I.T. experience, who is a proven producer of award winning partnerships & Teams.Domestic B2B & B2C experience leading large teams in high intensity business environments providing world-class proactive solutions.Known to interpret & communicate effectively between IT & Operations the needs & urgency of each team, driven by client interests.Strategic minded with the ability to think and act operationally.Experience includes:CONTACT CENTER • Outsource | Insource• Offshore | Onshore | Nearshore• Inbound | Outbound CALL CENTER & IT ROLES• Account Management | Brand Management• Service Desk Operations• Operations | General Management ( GM )• P&L Responsibility |Financials | Budgets• Sales Inbound & Sales Outbound (Cold Calls & Warm Leads)• Customer Service Inbound• IT Technical Support Inbound• Training | Quality ( QA )• Program Launch Specialist (Multi-Site)• Social Media | Strategy & Implementation• Email | Live Chat | Social Media | White Mail• Fulfillment ( Complex & Simple )• Project Management• CRM Business Rules Creation | CRM Development | CRM DeploymentVERTICALS SERVICED• Health Insurance• I.T. HelpDesk• Logistics• Mail Solutions• Not-For-Profit• Software• Telecommunications• Direct SalesFocused upon leading teams for an enterprise that currently is or is ready to be Best-In-Class.Specialties:• Call Center Senior Operations Manager • Call Center Operations Manager• Call Center Sales• Brand Manager• PowerPoint Development• Large Scale Project Management• CRM Development & Deployment• IT Data Migration• IT Liaison for Operations• Process Improvement: Lean Systems• Program Launch: Onshore / Offshore• Turnarounds• Social Media: Strategy Development & Implementation -Twitter, Facebook, etc• SharePoint Development• Data Analysis: SQL, MySQL, Microsoft Power BI,Tableau, SAS

Experience

1. Information Technology Regional Manager - Idaho Region

   Amazon

   Oct 2021 — Present · Boise, ID, US

Education

• Western Governors University

  Master's degree, Data Analytics

  2018 — 2019

• ITT Technical Institute-Boise

  Associate's degree, Computer Aided Drafting

  1991 — 1992

• Western Governors University

  Bachelor of Science (B.S.), Information Technology

  2014 — 2016

Skills

• Project Management
• Workforce Management
• Iex
• Troubleshooting
• Outsourcing
• Software Documentation
• P&L Management
• Customer Relationship Management (Crm)
• Management
• Team Building
• Avaya Technologies
• Contact Center Management
• Business Process Improvement
• Human Resources
• Service Delivery
• Forecasting
• Technical Support
• Telecommunications
• Microsoft Office
• Avaya
• Program Management
• Performance Improvement
• Contact Centers
• Six Sigma
• Call Center
• Vendor Management
• Call Centers
• Customer Support
• Account Management
• Change Management
• Process Improvement
• Customer Experience
• Team Leadership
• Customer Retention
• Performance Management
• Crm
• Employee Training
• Team Management
• Bpo
• Quality Assurance