Brad Wilhelm Email & Phone Number

Orlando, Florida Area

Orlando, Florida Area

Sr. Voice Engineer supporting Telephony initiatives across the Charter Enterprise, which includes TWC and Bright House Networks. Responsibilities include new implementations such as facility site relocation, new facility start up, standardization of programming across enterprise, or large scale changes specific to Avaya ACD and PBX; Switch-wide.

Orlando, Florida Area

Working knowledge and use of telecom systems, including ECS, Survivable Remote Platforms, Call Accounting System (eCAS), IQ Reporting Platform, Predictive Dialer, Call Management System (CMS), Interactive Voice Response Systems, Work Force Management Systems, Voice Mail Systems, in addition to Aspect and Witness Quality Monitoring. Extensive knowledge in.

Provided leadership for the Disney Reservation Center and contact centers within the Walt Disney Company overseeing current telecommunication systems and voice infrastructure, while effectively managing future requirements and strategies; further responsibilities including evaluating and identifying new technology and methodologies to enhance call routing.

Directly responsible for the leadership, development, and mentoring of 33 agents while ensuring that our guest’s needs are fulfilled to the highest standard. Partner with all areas utilizing key resources to meet our department-wide goals. In addition to these responsibilities, I continue to focus on process improvement. Examples include implementing an.

Directly responsible for managing labor dollars, productivity, and ensuring the service level of four business units are achieved; accountable for creating and implementing reports utilizing Total Recall. Daily Statistical Analysis. Effectively managed call flow through a Rockwell Switching System utilizing Skill Based Routing and Telescripting; team.