Natallee Herman

Experience

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  Avaya

  Jan 1996 - now

  • Gathering and document business requirements to commercialize products/solutions• Complete material code documentation. Submit Royalty Requirements. Complete Pricing documentation. Submit AGTC documentation. Participate in support services mapping. Facilitate license surveys. Submit product licensing and software download requirements. • Work with Product Management, IT and cross-functional teams on design recommendations, configuration requirements, and actionable tasks based on tool release schedules and project timelines to reach the Beta/GA/Life-Cycle dates of products/solutions. Then work with these same teams to ensure on-time delivery and execution of product and features in Avaya’s quote and ordering tools.• Work to understanding current quoting(designing), ordering, and licensing processes; understanding material coding methodology; suggesting a simpler product material code structure; related to cloud and perpetual licensing, updating new feature, bringing product to end of sale are part of responsibilities.• Before product goes live (Beta/GA ) perform User Acceptance Testing (Design testing, Configurator testing for the Product / Solution) of the IT deliverables.• Support Product Management with tools escalation/changes/updates/EoS. Show less • Provide support to clients who utilize Chat on the Avaya Support Website. • Work with IT teams to ensure the correct data is passed to chat from backend systems.• Coordinate with leadership and front end managers to drive client Web Adoption.• Work with PM on comprehensive deployment and communication plan, this includes UAT• Provide support, develop content and help deploy enhancements for Automated Chat.• Collaborate with developers on requirements, consider feasibility and multiple points of view• Review data to ensure expected chat behaviors such as routing and automated responses Show less • Write objectives, implemented development plans, and performed monthly review sessions with employees to ensure accountability against the objectives. • Guide and provide training curriculum for employees to assist them with professional growth• Identify and implement operational requirements to staff a 24x7 operation. Including but not limited to: scheduling, vacation tracking, tracking/monitoring teams’ statistics, verifying and monitoring adherence to schedule.• Work with other teams to identify skill sets staffing needs. Update/change agent skills based on needs of the business• Interact and develop support plans with other parts of the business to ensure Avaya’s customers are being supported in accordance with their service contracts. Show less

  • New Product Introduction Manager

    Dec 2022 - now

  • Technical Manager - Global Market Introduction

    Oct 2018 - Dec 2022

  • Business Analyst

    Sept 2012 - Oct 2018

  • Project Manager

    Oct 2011 - Sept 2012

  • Operations Manager

    Jul 2006 - Oct 2011

  • Contact Center - System Application/Support Specialist

    Jan 1996 - Jul 2006
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  Chapel Hill Home Owner Association

  Jul 2020 - now

  Treasurer - HOA - Volunteer

  Act as the financial manager of the HOA. I am responsible for the association funds and maintaining financial records (billing, collections, disbursement of funds)