Improver

Dawn Herbert

Solutions Consultant at Odigo CX Solutions

United Kingdom

Experienced and versatile Pre Sales Engineer and Solutions Consultant with 20+ years’ experience in enterprise customer experience and contact centre solutions including systems integration for multiple corporate clients across all verticals and disciplines.

Working with Direct Sales, Account Management/ R&D / Product Teams, and Business Partners to successfully bid and present software solutions into new and existing accounts. Assiting sales to source and secure new business.

Having also assisted in the end-to-end sales delivery and technical design for clients based on developing an understanding of, and expertise in, their existing analytics, governance, data integration, enterprise architecture and management information.

Expertise includes:
• Customer Experience Management Solutions
• Enterprise Architecture, on-premise Cloud and Saas solution delivery.
• Real-Time Voice and data analytics, Business Process Optimisation, Robotic Process
Automation, Customer Experience Solutions
• Developing project scoping /preparing proposals and complex bids. Response to RFI/ ITT/
RFPs within stipulated timelines
• Working with the implementation /project teams, to translate customers requirement, to ensure
smooth transition from sales to delivery
• Ability to articulate technical capabilities and business benefits of solutions to customers
• Assisting customers to create ROI and Business Cases

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Experience:

• Presales Solutions Architect (Capgemini)
• Pre Sales Solutions Consultant (NICE Systems)
• Solutions Consultant (Odigo CX Solutions)
• Technical Partner Account Manager (Puzzel | Solving Customer Interactions)
• Presales Consultant (Capgemini)

Skills:

• Quality Management
• Actionable Intelligence
• WFO
• Multi-Channel Analytics
• NICE Call Recording
• Corporate Strategic Enterprise accounts
• Business Intelligence and Analytics Platforms
• Business Opportunity Assessments
• Compliance (FSA, Security PCI-DSS)
• Proof of Concept
• Business Process Improvement
• Solutions Consulting
• Robotic Process Automation
• Customer Facing Roles
• Enterprise Technology Sales
• Professional Services
• CTI
• Software as a Service (SaaS)
• Project Delivery
• Customer Experience
• IP
• Bid Management and Engagement
• Unified Communications
• Enterprise Software
• Customer Insight
• Contact Center Technology
• Enterprise Solution Design
• Solution Selling
• IVR
• Telephony
• Commercial Awareness
• VoIP
• Cloud Computing
• Contact Centers
• Pre-sales