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 programming, in addition to Call Management System (CMS), Modular Messaging, IP-Agent, one-X, programming, call routing, MAC, break/fix; adjuncts including virtual hold.

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 advanced call routing including the use of variable-based programming; call center switch/equipment based programming and support. Successfully implemented several division wide initiatives including Customer Post Call Survey, Customer Emergency Routing and Messaging, in addition to the recent CFL Customer Care Call Flow Standardization

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, reporting, and customer contact interactions while ensuring proper alignment with overall company tactics. Provided leadership and development to team of salaried and non-salaried analysts, accountable for maintenance, billing, inventory, project management, and call routing; managed multimillion dollar annual operating plan and capital expenditures.

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 organized reporting structure and personnel deployment strategy that has effectively assisted in the performance and productivity of the department.

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 leader in the implementation of our Rockwell Switch into the Disney Reservation Center Orlando and Tampa.