About The Presenter

Leila Abbey
Cross Practice Manager, Self Service

Leila brings over 28 years of experience in sales, technical expertise and self service with an extensive background in Call Centers. Leila’s experience includes:

• Regional Manager for AT&T and Lucent Technologies, dedicated to the support of the Conversant product line and related applications and Product Manager New Development - Voice Response Technologies for Avaya.

• Four years as a Technical Instructor for the Oakland Technical Education Center and a Technical Briefer for the San Francisco Executive Briefing Center.

• Previously on staff at the Regional Technical Marketing Center with emphasis on the Definity Generic 1, Automatic Call Distribution, Basic Call Management

• System, Call Management System and Systems Management.

• Served as Call Center Specialist supporting complex Call Centers, IVR and CTI applications for AT&T, Lucent Technologies and Avaya.

• Redesigned Call Centers for a variety of clients including dental services, California military and web based CRM providers and provided training for a school district and two financial institutions.

• Education: Holds a degree in Systems Programming and has taken courses in Call Center Design, Workforce Management, IVR Design, Risk Management, Traffic Theory, Voice Systems Design, Project Management, Systems Analysis and

• Design, Data Stream Analysis, Data Network Design, 3705/BTAM System

• Configuration, CICS, SNA Workshop, Computer Performance Evaluation,

• Advanced Systems Programming and Operating Systems. 

• Certifications: Avaya Certified Associate (ASA) certification in Self Service Technical Design and is a certified Convergence Technologies Professional (CTP).

• Keynote speaker for a variety of regional and national events including the Society of Consumer Affairs Professionals in Business (SOCAP), Bay Area Definity users groups and INAAU CVIS breakout sessions.