Program Director Resume Profile

SUMMARY

With a background in both Applied Linguistics and computer programming, for over twelve years have provided all application development and technical support for MidAmerican Energy IVR system. For six years have been responsible for design, development, tuning, and analysis of Speech Recognition applications. As a former university ESL professor, have excellent interpersonal, written, listening, and public speaking skills. Able to work across cultures. Fluent in Spanish.

PROFESSIONAL HISTORY

Confidential

Analyst/Programmer.

Experienced programmer in Java, Visual Basic and C .
Coded with Eclipse, NetBeans, and Visual Studio IDEs.
Responsible for Voice User Interface VUI design, call flows, and dialogue for speech applications
Developed and maintained GRXML grammars for Nuance speech recognition
Used nuance-analyze, nuance-tune, and Nuance Application Reporting Tool for tuning speech applications
Designed and developed numerous inbound and outbound call applications for both DTMF and Speech Recognition. Inbound applications complete over 27 of all calls to MidAmerican Energy Call Center. Outbound applications made over 500k customer contacts in past twelve months
Developed Spanish-language DTMF applications
Familiar with Oxygen XML editor and Audium VXML developer
Programmed CTI desktop applications for Genesys T-Server
Performed extensive and in-depth call analytics using both system and custom-built tools
Reviewed recordings of thousands of actual customer calls
Familiar with NATCHA telephony standards
Developed applications using SOA web services

Confidential

Program Director, American Language and Culture Program.
Taught, advised, and directed in program for international students learning English in preparation for university studies.

Confidential

Taught English as a Second Language classes to international students preparing for university studies.

Confidential

Developed a strong sense of customer service.

Confidential

Worked with health and nutrition programs in a rural teacher-training school.

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