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Associates Degree Resume

3.00/5 (Submit Your Rating)

San Antonio, TX

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Objective

Over 15 years' experience in a fast-paced customer service oriented environment. Successful in a managerial role as well as analysis of call center related technologies. Providing a well-balanced understanding of business relationships, business requirements and technical solutions.

Education

Associates Degree
Diploma (General Academic)

Work Experience

08/09 - 08/11 Confidential, San Antonio, TX
Project Manager / Business Analyst

  • Collect accurate data from Mortgage Default business leaders in order to analyze, prepare and complete detailed project business and technical requirements.
  • Communicate and work with internal business units such as systems analysts, system developers and testing to ensure successful completion of projects.
  • Review and approve test scripts, test scenarios and test results along with performing production testing.
  • Administrator of internal system applications.

06/06 - 02/09 Confidential, San Antonio, TX
Telephony / Software QA Analyst

  • Create and update test scripts, test scenarios and defects and perform functional testing using Mercury Quality Center.
  • Create and maintain test plans and test results and carry out hands on testing efforts for various applications including IVR, Acd queues, Outbound dialing campaigns using Genesys software and in house internet applications.
  • Work with users, systems analysts, business analysts and programmers to create and analyze various required project documents such as business and technical requirements.
  • Participate in all phases of the test cycle. Comply with the standards in the software life cycle and follow the strategies, plans and procedures.

11/01 - 06/06 Confidential, San Antonio, TX
Technical Support Manager

  • Processing of incoming calls and support trouble issues using ticketing software Remedy
  • Coordinate and perform hands-on fixes at the desktop level, including installing/upgrading software and configuring systems and applications for users located in several buildings on campus.
  • Daily monitoring and adjusting of inbound and outbound acd queue skills using Genesys Applications for onsite and offsite call centers.
  • Coordinate and carry out large scale call center employee cubicle moves which consisted of moving pc, monitor, phones and cabinets as requested by senior management.
  • Manage, train, develop and mentor Help Desk staff consisting of 9 employees. Conduct performance appraisals; administer disciplinary action and grant promotions as necessary.

04/00 - 11/01 Confidential, San Antonio, TX
Call Center Systems Analyst

  • Provide technical support for Call center agents.
  • Manage ACD queues using Aspect phone system
  • Forecasting of calls and scheduling call center agents using TCS
  • Analyze and distribute daily call center reports

03/95 - 04/00 Confidential, San Antonio, TX
Auxiliary Support Analyst

  • Daily call center payroll using KRONOS
  • Provide technical support for Call center agents
  • Forecasting of calls and scheduling call center agents using TCS

Skills

Mercury Quality Center
Microsoft Office - Excel, Access, Word, SQL, Outlook, Power Point, MS Project
Genesys Software Applications (CME, OCM, CCPulse)
Lotus Notes
Cisco - Siemens Phone Systems

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