Paul Turley

Collaborated with cross-functional teams to define, prioritize, and execute product roadmap for infrastructure and cloud services. Led design and execution of cloud-based SSO solution for SurePoint's primary products, partnered with AWS to develop comprehensive QuickSight reporting suite, and pioneered creation of prototype QuickSight Dashboards for Coyote Cloud and ContactEase products.

Analyzed, documented, and assessed feasibility of custom requests. Engineered tailored solutions within existing system parameters to address unanticipated client requirements. Delivered bespoke solutions for enterprise clients within established software frameworks.

Managed team of six support agents, facilitated communication and updates between support, development, and clients, and acted as primary escalation point and lead subject matter expert for over 100 clients.

Monitored overall and weekly production metrics to provide direct supervisors with insights into capacity and demand. Participated in Kickoff/Discovery calls to analyze client CRM dataset and strategize RO platform architecture for optimal utilization of RO product.

Led efforts to ensure data integrity, order management, and process enhancement. Supervised team of 18 domestic and 12 global professionals, addressing escalations and conducting root cause analyses.

Bookings Analyst for $900+M client NALA portfolio. Managed and expanded contract booking process on large ramp account and improved overall database match rates from mid-60% to 90+% in 4 months. Served as point of communication between sales reps, managers, and data operations while balancing Ad-Hoc and Standard Priorities to uphold pace and forecast while automating bookings data transfer to CRM.

Strategic Contract Analyst and Cisco Service Contract Center (CSCC). Delivered accurate maintenance quotes, on time, to internal sales team. Responsible for quoting contracts $10 million+ and inventory sets of over 30,000 assets. Involved in peer review team accountable for new quotes from new employees, both domestic and abroad in Kuala Lumpur, Malaysia, as well as training and documentation.