Coder Cable Email & Phone Number

Moberly, Mo, Us

Louisiana, Missouri, United States

Louisiana, Missouri, United States

• Responsible for the design, administration, and troubleshooting of multiple telecom systems: Five9 cloud-based, omni-channel ACD (20 distinct clients, 80+ lines of business, 60+ queues, 150,000+average calls per month, 250,000+ peak calls per month)  Verint QM RingCentral cloud-based PBX Switchvox (Asterisk) PBX Key Projectso Designed, built, and implemented (managing multi-phase migration) to Cloud–based Five9 solution. Multi-location, 250+ seat Call Center system, $100K annual savingso Designed, built, and implemented (managing multi-phase migration) to Cloud-based PBX / IVR system (Impact Telecom) for multi-location, 180+ seat, $80K annual savingso Designed and implemented telco changes that resulted in $90K+ annual savings • Partnered with all levels of Contact Center and Finance to ensure accurate and timely reporting from all telephony systems• Defined strategic goals and direction for enterprise telephony• Implemented and managed text-based customer facing communication channels: Email, Fax, Chat via various products• Served as a technical resource, working to explain and up-sell new technology features to our existing and potential clients• Maintained relationship with vendors and technology providers to ensure infrastructure was maintained and any issues were re-mediated• Ensured security of contact center telephony systems/data and participated in annual PCI compliance• Measured, reported, and planned for capacity of all telephony/contact center systems• Monitored and ensured availability and reliability of all corporate technology. Designed and implemented solutions to improve or remove potential impacts to service• Worked closely with networking team to ensure network performed as needed to support various VoIP implementations • Evaluated emerging and new technologies for improvement or replacement of existing systems, achieving increased capability, improved operations, reduced cost, and enhanced efficiency

Moberly Mo

• Responsible for the administration, maintenance, and troubleshooting of multiple telecom systems Cisco UCCX Aspect UIP Aspect AQM Cisco CUCM Cisco Unity  Switchvox (Asterisk) PBX• Responsible for the administration of 40+ PRIs and 10 POTS lines from 7 different carriers, across 8 locations.• Managed home-grown agent trouble ticketing system• Responsible for the maintenance, administration, and troubleshooting of premised-based efax and physical fax solutions, handling 1000+ inbound faxes daily• Supported desktop operation for 80 Windows 7 workstations at primary location and backup support for 200 workstations at remote sites.• Created and maintained 40+ technical and user-facing SOPs covering telecom, reporting, desktop support, and MS Active Directory functions

Moberly Mo

I was one of the supervisors in the newly opened satellite call center. I oversaw a team of 8-15 agents, and was responsible for assisting them as needed, agent discipline, reporting, and any other tasks as needed to ensure the efficient operation of the contact center.

Oversaw the workers and made sure the work was completed correctly and safely. This was a small family operation, so I generally only had 1 or 2 workers under me.

Handle inbound calls for the book clubs and the @Home divisions. I also designed the @Home Product Database, and assisted in the implementation.

Nuclear Field Machinist Mate 3rd Class