Executive Summary

Utilize strong interpersonal and developmental skills complemented with 15 years of Call Center and IT experience. Engineering and project management on Avaya 8700, 8300, G3, Gsi platforms, all Avaya remote gateways, as well as ISDN and SIP trunking with various carriers. Architecture, deployment and maintenance of Microsoft OCS 2007 R2 and Lync infrastructures. Strong focus placed on root cause analysis, incident documentation and effective end user communication in adherence to ITIL V3 standards.

Career Synopsis

Confidential

Lync Lead Architect Contract

• Architecture and implementation of upgrade from LCS 2005 to OCS 2007 R2 to Lync for 20,000 users in the US and UK with 2 data centers.
• Integration with existing Cisco PBX for conferencing and enterprise voice to replace hosted Live Meeting service.
• Lead in partnering with other functional groups required for a successful deployment.
• Partner with Microsoft's Center of Excellence team to identify any risks in architectural design.
• Create scripting on troubleshooting of basic user issues for service desk to handle and provide a first call resolution.

Confidential

Telecom Team Lead / Tier III Telecom Engineer

• Oversaw and assisted with all moves, adds, changes, and projects within 8 local and remote Avaya switches, as well as the Microsoft OCS / Lync infrastructure.
• Technical and Project Lead for Microsoft OCS pilot and later production deployment across the enterprise over 3 sites with 3 different PBXs for Enterprise Voice.
• Developed and executed project plans to integrate remote standalone locations into the headquarters voice environment using SIP / VoIP, including carrier based SIP trunks terminating to Session Border Controllers SBC .
• Deployed Release Candidate of Lync when first available in preparation for eventual migration from OCS, later deploying the official release utilizing all features within Lync.
• Developed relationships with Microsoft employees dedicated to OCS and Lync to assist in overcoming known issues and be made aware of updates immediately after release.
• Programmed call center routing for new and existing customers, including vector redesign to improve caller experience / routing efficiency.
• Interfaced with partner carriers Verizon and Qwest for toll-free changes, fail-over routing, cloud based IVR menus, and QoS over the MPLS networks.

Confidential

Production Manager

• Oversaw daily operations of Microfilm production department.
• Evaluated opportunities for productivity increases through automation.
• Partnered with sales team for monthly revenue forecasting, as well as communicating opportunities for improved customer quality.

Confidential

Operations Manager, Inbound/Outbound Center

• Developed, motivated, and monitored twelve Team Leaders and up to 200 Customer Service Representatives in two brick and mortar and 30 virtual sites.
• Assisted at home home project team with interviews, site inspections, equipment installs as well as on going support to the home agents.
• Worked in conjunction with Workforce Department to ensure proper staffing for call volume using systems such as Aspect eWorkforce and CMS.
• Developed and maintain Microsoft Sharepoint Intranet to streamline paper driven processes, increase employee awareness and drive quality initiatives.

Confidential

Call Center Senior Manager, Inbound Center

• Developed, motivated, and monitored an Assistant Call Center Manager, seven Supervisors, five Team Leads and up to 80 Customer Service Representatives over two locations.
• Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff.
• Evaluated call volume trends using Avaya CMS and Symon Community to adjust staffing on a real-time and historical basis
• Assisted in strategic planning budgetary planning with the other senior management staff as well as the President and Vice President.
• Daily interaction with President and Vice President regarding call center performance.
• Implemented and maintain a literature request IVR that increased our ability to handle revenue-generating calls with the same amount of agents, allowed for 100 of our catalog requesters to have their call answered immediately, as well as a cost savings of 215,000 the first year.

Assistant Call Center Manager, Inbound Center

• Developed, motivated, and monitored four supervisors, two team leads and up to 80 Customer Service and Showroom representatives.
• Project implementation leader for installation of Avaya CMS, Symon Community Workforce software, and Virtual Observer monitoring software as well as on going maintenance.
• Evaluated call volume trends using Avaya CMS and Symon Community to adjust staffing on a real-time and historical basis.
• Created and maintained VDNs, skills and vectors on Avaya S8700 switch.
• Integrated part-time scheduling to offset overstaffed intervals throughout the day and to avoid full-time employees working overtime during peak call volume.
• Automated call data reporting used by marketing and purchasing departments to provide efficient reporting of call volume and response rates.
• Instituted Customer Care group in order to ensure timely and accurate follow-up with customers having problems and/or escalated concerns.

Confidential

Operations Manager, Inbound/Outbound Center

• Developed, motivated, and monitored an Assistant Operations Manager AOM , nine Team Leaders and up to 200 Customer Service Representatives over two locations.
• Daily interaction with onsite client to guarantee open lines of communication and a team-oriented environment.
• Communicated and managed in-house client representative needs in the areas of information technology, reporting and telephony.
• Obtained and analyzed all pertinent program statistics of the previous day/week/month for the program to evaluate center productivity and proficiency.
• Worked in conjunction with Workforce Department to ensure proper staffing for call volume using systems such as TCS and CMS.
• Lowered handle time by 18 through performance management, which reduced our Full Time Equivalent needs by 25 CSRs.
• Created automated files using Microsoft Excel and Access, which has reduced analysis time by five hours per week per Team Lead, and has increased performance indicator visibility.

Assistant Operations Manager, Inbound Center

• Developed, motivated, and monitored nine direct and up to 200 indirect employees.
• Facilitated focus groups with customer service representatives to increase morale and productivity.
• Established an Employee Life Cycle project plan and managed its progress through completion for recruiting department.
• Created automated files using Microsoft Excel and Access to reduce time spent collecting team data.
• Implemented intranet based forms frequently used by CSRs, which has reduced paper flow by 1000 sheets per week and increased response time by 24 hours.
• Maintained center specific Intranet site for CSR reference.
• Developed and maintained action plans for subordinate Team Leaders who were not meeting expectations.
• Communicated with account executives to increase client satisfaction.

Supervisor, Inbound Center

• Coached and motivated customer service representatives.
• Completed weekly summaries and reports.
• Ensured quality productivity.
• Monitored team performance.