Ritzcel Smith

Planned, executed, and finalized several projects within strict deadlines and under defined budgets. Directed and managed project development for many healthcare initiatives ensuring 90%+ client satisfaction and alignment with organizational goals.

Successfully completed contact center and telephony project deliverables for two large healthcare organizations. Provided strategic and operational leadership while working to reach long-term goals and maintain organizational vision.

Directed personnel and a variety of projects within a fast-paced SaaS/CCaaS organization. Developed early solution consideration around gaps and risks, including the effective engagement of executives, sales, development, and product management.

Provided technical support for mobile alert systems. Assisted customers with troubleshooting and resolving technical issues related to their devices.

Managed product and service roadmap for cloud-based call center offerings and oversaw projects from conception to completion. Supervised call center product specialists and interns on product support and research.

Supervised workforce management operations. Managed scheduling, forecasting, and real-time adherence for call center agents.

Managed telecommunications and call center projects. Coordinated with various teams to ensure successful project delivery and operational efficiency.

Managed technical aspects of call center operations. Ensured smooth functioning of call center systems and provided technical guidance.

Currently studying for the PMP exam, demonstrating a commitment to advanced project management methodologies. This includes a focus on enhancing skills in strategic planning and project execution.