Cory Popplewell

Experience

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  GameStop

  May 2004 - Sept 2006

  Associate/Third Key/Assistant Store Manager

  Helped customers find the correct product they were looking for.Maintained store appearances and cleanliness.Assisted in weekly counts for inventory purposes.Made schedules to accommodate the needs of our business.

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  Starbucks

  Sept 2006 - Jul 2007

  Shift Supervisor

  Handled daily deposits and reconciled any discrepancies.Motivated team members to ensure maximum efficiency.Maintained standards set by the company for product distribution.Delivered excellent customer service to ensure the return of business.

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  GameStop

  Jul 2007 - Jun 2012

  Assistant Store Manager/Store Manager

  Ensuring customer satisfaction is the highest priority for all of my associates.Monitoring and controlling inventory levels to meet the needs of business.Hiring and training of new associates to maximize store performance.Staying up to date on all of the new additions to the video game industry and passing that information down to my associates and customers.

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  Franciscan Alliance Information Services

  Jun 2012 - Mar 2015

  • End User Site Support IV

    Jan 2015 - Mar 2015

  • IS Customer Support Analyst III

    Apr 2014 - Dec 2014

  • IS Customer Service Coordinator II

    Jun 2012 - Apr 2014
• 

  Genesys | Interactive Intelligence

  Mar 2015 - May 2017

  • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.• Research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner.• Perform system analysis to troubleshoot and identify solutions to customer problems, including hardware, software, or system functionality.• Collaborate with internal teams to drive customer related issues to resolution.• Identify and assess incoming web incidents and distribute to System Engineers based on their overall availability.• Assist in the analysis and creation of documented solutions that will be published to a company knowledge base for internal and external use.• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.• Participate in team projects, including the design, development, documentation, analysis, and testing of systems to enhance the quality or efficiency of support service.• Able to handle emergencies, including after-hours calls during assigned on-call shifts.• Develop and deploy test systems.• Conduct product-related training, including presentations of new features and simulation activities in a demo environment.• Travel to customer sites to help troubleshoot and resolve difficult product issues.• Travel to remote offices for new-hire training.• Perform audits on customer systems.• Continually enhance technical and professional skills in their primary skill.• Develop a proficiency in a secondary skill. Show less • Primary customer contact and active communication for providing accurate and creative technical solutions to user problems of moderate and difficult nature.• Use independent judgment to research, resolve, and respond to questions received via telephone calls and web incidents in a timely manner.• Perform system analysis to identify and develop solutions for customer problems, including hardware, software, or system functionality.• Collaborate with internal teams to drive customer related issues to resolution.•Analyze and create documented solutions that will be published to a company knowledge base for internal and external use.• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and partners.• Participate in team projects, including the design, development, documentation, analysis, and testing of systems to enhance the quality or efficiency of support service.• Conduct product-related training, including presentations of new features and simulation activities in a demo environment.• Identify and assess incoming web incidents and distribute to System Engineers based on their overall availability.• Able to handle emergencies, including after-hours calls during assigned on-call shifts.• Travel to customer sites to help troubleshoot and resolve difficult product issues.• Travel to remote offices for new-hire training.• Develop and deploy test systems.• Perform audits on customer systems.• Continually enhance technical and professional skills in their primary skill. Show less

  • Senior System Engineer

    Mar 2016 - May 2017

  • System Engineer

    Mar 2015 - Mar 2016
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  Genesys

  May 2017 - May 2019

  Technical Lead

  • Assists in supporting a team of skilled engineers in order to deliver quick and accurate resolution of customer issues by providing technical guidance and 1 on 1 technical meetings• Serves as an escalation point for Product Support Group problem resolution management• Provides technical assistance and product specific familiarity to help bridge knowledge gaps and ensure success by reviewing design documentation, providing consulting, participating in conference calls, answering questions and participating in swarming on cases.• Mentors System Engineers in growing knowledge in their skill areas and honing their communication and presentation abilities• Assists others in building their product knowledge in order to proactively prevent issues and become more self-sufficient by creating knowledge base articles, webinars, presentations, and maintaining & enhancing external Support content and sites.• Assists in managing virtual test environment for skill team• Participates in technical phone screenings and interviews for hiring• Available for after hours emergency calls as subject matter expert in skill team • Assesses skill team cases to systems engineers as needed• Promotes cross-functional relationships and collaboration• Assists with organizational and operational initiatives to continually identify opportunities for improvement in support delivery• Keeps a current, general background across the Genesys PureConnect product line and associated technologies. Show less

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  Genesys | Infosys

  May 2019 - Oct 2020

  Technical Team Manager

  • Performance management and career development of skill team personnel within a skill area.• Operational oversight and KPI attainment.• Administrative management of skill team activities, facilities and equipment.• Provides technical leadership to both team members and customers.• Proactively monitor support queues and incidents within the skill area to prevent escalations by working with the System Engineers, Principal Engineers with a focus on identifying early warning indicators.• Serves as primary escalation point for Product Support Group problem resolution management.• Promotes cross-functional relationships and collaboration• Aligns customers’ support needs with the future of the product by working with the Principal Engineers, Development, and Product Management groups.• Evaluates and initiates processes to be utilized within the Support department.• Conducts candidate screening and technical interviews for new hire candidates.• Initiates organizational and operational initiatives to continually identify opportunities for improvement in support delivery.• Participates in on-call manager on duty rotation schedule. Show less

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  Infosys

  Oct 2020 - Nov 2021

  Manager - IT Services, Support and Operations

  Genesys outsourced Product Support and R&D to Infosys and I transitioned with it. Currently performing my exact same role as I had with Genesys, while ramping up an almost entirely new team at Infosys to support the PureConnect product.

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  NICE CXone

  Nov 2021 - now

  Senior Technical Account Manager

  • Account Management• Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned NICE CXOne resources.• Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within NICE CXOne, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancement• Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)• Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services• Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their contact center and business, ensure that NICE CXOne's solutions meet their needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)• Partnering with other NICE CXOne employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, etc.), ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets• Responsible for customer satisfaction, retention and reference ability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer base Show less