gerald sinclair

In my role as a Senior Enterprise Solutions Consultant at Five9, I partner with organizations to push the boundaries of their customer experience. Through strategic consulting and demonstrating solutions that solve core issues, I help businesses enhance CX across all channels, optimize production, and drive revenue growth. My focus is on delivering real value and transformative outcomes with Five9

Strategic resource and business driver for 8x8's U.S. market enterprise teams serving as a subject matter expert. This role provides front line sales support and pro-active business development with the goal of advancing CCaaS and related Contact Center applications including Chatbot, AI, Advanced Analytics, WFM, WEM, Speech Analytics, Quality Management and others.

Collaborate with sales, produ

Provided solution consulting, adoption and brand awareness for Livevox product or suite.
Acted as subject matter expert for WEM (Workforce Engagement Management) solution through production presentations, sales enablement, business consulting, demonstration and marketing content creation.
Assisted with Go-to-Market strategies for the CcaaS platform.
Partnered with clients/prospects and internally

* Provided sales prospects with technical consulting and brand awareness to showcase the benefits of our LV products and solutions. Maintained a high level of knowledge of products in order to provide differentiation and first class value over competitors.
* Partnered with clients/prospects and internally with cross-functional teams to help architect the best strategies and solutions for client o

* Applied operational and strategic consulting practices to aid in organization's operational issues and improved their adoption and how they utilized their solutions.
* Partnered with clients/prospects and internally with cross-functional teams to help architect the best strategies and solutions for client objectives.
* Provided custom demonstrations and presentations to prospects determined by c

Work with clients by managing projects in order to consult, implement and train on their WFO solutions. My products of focus are Quality, Analytics and Surveys.

Worked as Customer Success Director at CallMiner.

* Formerly Uptivity prior to acquisition.

Work with product owners to help position our products to the market. Create content that showcases specific features and benefits. Attend various field events as a spokesperson/champion for inContact WFO products. Assist sales tean with product training, panel participation and product documentation for prospects.

*Formerly Uptivity prior to acquisition.

Supported a client portfolio of 15 SMB accounts aiding to optimize their contact centers through a consultative relationship approach resulting in a 90% retention. Showcased Uptivity's solutions in persuasive pre-sales presentations and demonstrations, achieving a closing rate of over 50%. Assisted clients with adoption as it pertained to Quality Manageme

* Formerly Callcopy prior to name change.

Establish ROI's for our current clients while marketing our strenghts and developments to potential clients. Work together with development to enhance our products to meet the needs of the client as well to stay abreast of changes in the industry. Train and demo our products to existing and prospects. Establish market trends and client satisfaction.

Educate/train clients on how to utilize the CallCopy system to maximize business initiatives. Conduct remote and onsite training sessions of the extensive CallCopy system. Consult with clients in regards to their business needs; create packages/services that will aid them in meeting those business needs.

Supervised 25-35 phone agents.
Managed the day-to-day operations off the customer service agents.
Worked with the Operations team with skilling agents effectively.
Worked with QA team and peformed weekly evaluations to ensure highest level of customer service.
Reinforced E-learning and training to decrease errors, maximize productivity and to ensurce compliance to federal regulations.

• Managed six Supervisors and three departments. Insurance, Support Group, Packaging, JFM and Home products
• Maintained strong relationships with our outsource partner by being the first point of contact, held weekly calibrations and web conference meetings and visited the sites to ensure compliance with policies and procedures.
• Played an integral role with acquiring the Fifth Third as a client

Pursued a Bachelor of Arts in Theatre and Communications, developing strong communication and presentation skills.

Completed an Associate of Arts with a focus on Social Psychology, gaining insights into human behavior and social interactions.

Completed high school education at Bristol Central High School.