Dialer Administrator Resume

SUMMARY:

Experienced Call Center System Administrator, with over 11 years of experience and a strong background in multiple call center technologies including Noble, Avaya, Aspect and many supporting technologies.
Ability to learn and adapt in the fast - paced call center technologies environment.
Looking to use extensive experience in technologies, customer service and operations to grow and assist in company development.

EXPERTISE AREA:

PROFESSIONAL EXPERIENCE:

Confidential

Dialer Administrator

Responsibilities:

Administrator on Noble Systems platform for in-house first and third party Collections agency.
Manage one direct report by providing training, development, and leadership.
Responsible for all inbound and outbound call routing, IVR development, implementing TCPA regulations, Agent/User administration, Predictive and Blast campaigns, and daily support including after hours on-call.
Decision making for day-to-day operations, agent staffing, and outbound campaign strategies driven by key performance indicators.
Custom report creation utilizing SQL queries in Excel for hourly, daily, and month end delivery.
Coordinating and managing projects including system upgrades and new technology implementations.
Create standards for change control, system documentation, and support process.
Implemented Compliance TCPA manual dial system, Real Time and Post Call Voice Analytics systems, Best Time to Call Software, International dialing (Manual and Predictive).
Tripled RPCs and doubled payments over Predictive calling by implementing TCPA manual dial system.

Confidential

Call Center Systems Analyst

Responsibilities:

Implemented multiple outbound campaigns on two Avaya dialers reducing company cost by over $500,000 annually.
Provided proof of concept and development standards during implementation of Avaya Orchestration Designer, Experience Portal and Proactive Outreach Manager voice and SMS campaigns.
Administering and developing campaigns on Noble Predictive Dialer.
Saved the cost of outsourcing modifications of existing Post Call Survey to fit client needs by changes to PostgreSQL Database, Java, Apache, Avaya call flow/vectors, and CTI.
Assisted in converting multiple call centers to Avaya from Noble.
Support and modification of call flows and vectors.
Toll Free Number cloud routing and provisioning.

Confidential

Dialer Support Technician

Responsibilities:

First tier support for TDI Liberation dialer system including tasks such as; outbound campaign set up, creation and modification of users and user groups and general trouble shooting.
Creation and modification of leads using an internal telnet application.
Creation and modifications of tables using SQL Enterprise Manager.
Installation of front end user group applications for agents and supervisors.
Running time and group dependent reports.
Maintaining and optimizing agent audio and screen recording software.
Completing user requests through ticket queue.

Confidential

IT Call Center Application Engineer

Responsibilities:

Maintain outbound dialers and inbound ACD for five major call centers including over thirty user groups with over three-thousand agents.
Using Noble enterprise suites and Ensemble Pro enterprise suites to complete task such as; IVR scripting, DNIS programming, inbound and outbound ACD call flow, outbound campaign processing, user administration.
Routine maintenance on telephony servers including updates and reboots. Installation of front end user group applications.
Telecom duties include correction and setup of audio equipment at user specific locations as well as MDF and IDF rooms.
Main liaison with Qwest Communications. Maintaining over three-thousand toll free numbers.
Completing user requests through ticket queue.
Creation of outbound lead files using a proprietary in-house Oracle based application.
Creation of agent read scripts for inbound and outbound marketing campaigns.
Workforce management duties including; agent time utilization, reporting, skill based modifications, and record maintenance.
Toll free numbers routing between multiple call centers.