Cathy Macinnis Email and Phone Number

Provide free income tax preparation and tax planning assistance to low/middle-income taxpayers and the elderly, in a free, community-based program governed by the Internal Revenue Service and AARP Tax-Aide to rigid operational standards; train extensively online and in the classroom to attain the Internal Revenue Service Advanced tax preparer certification which includes proficiency in tax preparation software as well as Internal Revenue Service procedure, tax law, advanced interviewing techniques, customer service and diversity awareness.

As a Call Center Workforce Analyst, responsible for the administration of the Verint Impact 360 and eAspect Workforce Management Systems. Responsibilities include Forecasting and Scheduling; metrics reporting and analysis; driving projects and processes that improve the efficiency and accuracy of employee staffing.

• Program and maintain Nortel option 61c, 11e and Meridian Mail.• Audit company wide telecom invoices, expenses and services.• Point of contact for cell phones, Blackberry, and Video Conference Equipment• Establish and maintain service provider relationships, negotiating contracts, continuously monitoring service levels.

Manage the relocation, expansion and shutdown of Lotus Offices nationwide, for all Telephone and Network Infrastructure equipment. Liaison to Network providers, Bell Companies, AT&T, MCI

Telecom Project ManagerOperations Analyst, Customer Support Call CenterTelecommunications Analyst

Design software of ROLM CBX Models, 8000, 9000, 9751, Redwood, Phonemail.