Ted Veri

Background

About Ted Veri

Extensive experience in both the technology and business aspects of Contact Centre technologies including design, support, business cases and business requirement creation. • Extensive experience with all Contact Centre Technologies including DTMF and Natural Language IVR, Voice Biometrics, Call Routing, Courtesy Callback, Contact Centre Desktop Applications, Verint Call Recording, Predicative Dialer and cloud applications. • Well versed in creating content and presenting initiatives to Senior Leadership to obtain support and funding. • A proven track record in developing tactical and strategic initiatives to lower costs via call reduction, increased first call resolution and handle time reduction. • Highly experienced in both Agile and Waterfall project methodologies. • Extensive experience in relationship management with business partners and vendors. • Highly skilled continuous improvement leader who fosters a culture of innovation, improving and leveraging all available technologies and processes. • Practised in fiscal planning, prioritization, business cases and budgeting. Including managing departmental budgets to ensure high return on Investments for spends. • Experienced people leader providing coaching and team building skills. • Led multiple streams for the CIBC Enterprise Contact Centre Optimization project (major contact centre transformational program) including vendor selection, business requirements, deployment support and post deployment technical support.