North America Customer Satisfaction and QualityOracle Business IntelligenceData warehousingDatabase designETLEnterprise analytics

Applications Management Team - Customer Care Center OperationsOne CCC Mutualization - Acting PM for Oracle Live Help deployment to all NAM contact centers not currently using a CRM. System design and transition process for all NAM contact centers which currently use a CRM. Develop training material for administrators and end users. Deployment to over 900 agents.Manage all applications which are used by the Customer Contact Center. Included applications: Global Admin for RNT CRM which is used for global eSupport, CCC intra-web back and front end, Envision call recording, Nortel phone systems, Symon used for real time display of CCC real time performance on plasma displays.CCC Web - Use HTML, ColdFusion, and JavaScript in order to develop the website to fit the user's needs. Developed web dashboard of Symposium SQL data for easily accessible KPIs. RNT- Continually working with the business to create analytics which fit their needs. Led continual improvement projects for the Contact Centers in North America, Singapore and Europe. Manage business rule workflow and other general administrative tasks.Nortel - Administration role in the phone system. Knowledgeable in call reporting. Proficient in call flow routing. Nortel analytic consultant for BI team.Symon - Design real time displays which are used by the Contact Centers

Developed and deployed www.collegestorageri.comDesigned contact and reservation management SQL database used in conjunction with custom PHP reservation forms.

Acting team leader of the Business Systems technical support team located in the Philippines.Trained and lead a team of 7 reps to work parallel with our team in NAM in order to provide support for our small and medium business UPS system and accessories.Responsible for providing performance coaching and evaluations, as well as mapping out action plans for their continued improvement. KPIs were not available to them at first, so I calculated their KPI's and posted a breakdown on the web.Continued to perform all of my duties as Subject Matter Expert.

Applied and chosen to help launch an in-house call center pilot program in the Philippines.Lead trainings for the initial batch of customer service representatives. Trainings included product knowledge to policies and procedure.Conducted training when the second batch of 25 reps was hired. Was responsible for training on the full product line on which they would be supporting as well as general knowledge about electricity and how the products functioned."Subject matter expert" resource to the reps on the floor. Would be there to answer any type of technical, sales, or procedural type question.Adapted the training material such as hands on activities, homework and tests in order for reps to promote. Assumed the role as supervisor for the reps when there was an escalation Responsible for the integrity of the phone systems.

Provided technical support to customer ranging from home user to business level. Specifically dealt with UPS systems and the software that went along with them.Problem solving was done in a timely and efficient manner with a philosophy built around customer satisfaction.

Designed custom marketing material, i.e. flyers, coupons, postcards, rebates, etc. using Adobe Photoshop. Gathered and analyzed demographic information on various properties and designed brochures as a first look for potential long term corporate backed lessees.Designed a website for Storage Center which included some flash and php pages.

Designed and created websites for customers based on their specific needs.Worked both solo, and in teams, which took part in every step of the creation process. Starting from a brainstorm and ending with a fully functional, professional website.Worked closely with the client on a day to day basis.Counselor to the client when dealing with improvements, design, needs and aspirations.

Managed store, took care of inventory and special orders with various wholesale distributors.Troubleshoot computer problems (hardware and software) and repair in a timely and cost efficient manner.