SUMMARY:

To obtain a position as a Telecommunications Specialist where my technical, organizational, and telecommunications skills can be implemented to improve customer service, system reliability, and productivity within all aspects of a call center environment; thus increasing service level and customer satisfaction.

TECHNICAL SKILLS:

• Windows XP/Vista/7/8/10
• SQL/ORACLE/DB2
• MS Office Suite 98 16
• Confidential Pulse/Stat Server
• Confidential Suite 6.1 thru 8.5
• DST Workflow/AWD Contact
• Hyperion/Crystal/Business Objects
• Reporting Tools

PROFESSIONAL EXPERIENCE:

Confidential

Call Center Reporting Specialist

Responsibilities:

• Full knowledge of the Confidential Reporting Platform (CCA, CCP, ICON, GIM, RAA, GI2, EZPulse).
• Building D Confidential Warehousing solutions across many DB sources
• Assisting customers in building KPIs and providing a useful reporting platform as well as consumption of said reporting platform.

Confidential

Consultant

Responsibilities:

• Assisting Confidential on all PS engagements for Cloud BEC Reporting.
• Providing developmental feedback and fostering new products on the BEC Platform.
• Documentation and process administrator for reporting in BEC.

Confidential

Consultant

Responsibilities:

• Assisting Confidential on multiple projects for any Professional Services engagement that involves the Confidential Reporting Platform (CCA, CCP, ICON, GIM, GI2, EZPulse).
• Providing developmental feedback for new Confidential products coming out in the near future.
• Confidential has a retainer agreement with my company so that they can utilize my services to assist their internal Professional Services team.

Confidential, San Antonio, TX

Consultant

Responsibilities:

• Supporting multiple call center with the Confidential application
• Assisting with a Confidential to Cisco cutover
• Procuring the outbound portion of Confidential via reporting and general system improvements.

Confidential, Denver, CO

Consultant

Responsibilities:

• Working in the Enterprise Confidential I assisted and lead multiple telephony projects for multiple business units
• Established and troubleshot an ICON environment in Oracle with multiple call centers totaling over 1.5 million calls a day.
• Provided bugs to Confidential for patches and hot fixes.
• Assisted in relocating a full blown test environment and bringing it back up in a different environment with 3 switches and full blown Confidential .

Confidential, Charlotte, NC

Consultant

Responsibilities:

• Worked with client on both business and technical staff to gather requirements for a brand new Confidential implementation
• Used the Confidential routing solution to replace the current Avaya/Skills/ACD based telephony environment to a more dynamic, variable driven, skills based environment
• Integrated a stand - alone CRM environment to work with Confidential Agent Desktop for a more efficient CRM solution.
• Put historical and real-time reporting in place for a single call center with dynamic expandability to the other 3 call centers they have.

Confidential, Rancho Cordova, CA

Consultant

Responsibilities:

• Implemented the entire Confidential reporting suite of Call Center Analyzer and Call Center Pulse.
• Aided in the Confidential Routing Implementation
• Created a solid, security based solution, with the Hyperion Suite for an end to end report delivery platform
• Created Custom Reports using the Hyperion Client

Confidential, Houston, TX

Consultant

Responsibilities:

• Manage the full reporting platform from a Confidential standpoint for all call centers
• Assist in the generation of complex enterprise wide routing strategies
• Develop reporting, both historical and real-time, using Confidential Call Center Analyzer, CCPulse, and Call Concentrator in an Oracle environment
• Provide intuitive feedback for process improvement and overall functionality of the customer service environment.