Lance Moore

Background

About Lance Moore

I am passionate about advancing my application support skills and knowledge to improve the customer experience by finding root causes of problems rather then focusing on symptoms. I began my journey into learning Genesys products when I was brought on by Centurylink in 2011 to support their multi-tenant platform. I learned quickly not only their platform but also the other third party applications that interacted with it like Virtual Hold. I was promoted in late 2013 to IT Operations Tech II. Shortly after this, I was asked and agreed to be a part of their new Project group who was tasked with solving long term and difficult problems with the platform. I continued my journey in learning Genesys with Ticketmaster performing installations of Genesys applications, and stretching myself to create a strategy addition that performed filtering on Facebook posts and tweets that when fully implemented reduced their social team's post load by close to 90%. My journey and expansion of technical skills has grown again with my position at Charles Schwab and have added experience supporting NICE InContacct CXOne, Genesys Engage Cloud, and Nuance IVR to my repertoire and increased my experience with Genesys MultiCloud CX. But the thing I am most proud of is that I am known and have been recognized over 60 times by coworkers and management for my customer service and technical skills and I am tapped often for difficult situations.