Corrine Smith Email & Phone Number

Tempe, Az

Phoenix, Arizona Area

Apollo Education Group

 Facilitate provider change for 1800 Toll Free Numbers by identifying the Toll Free Numbers, DNIS digits, call routing, and special features and perform testing during hot cuts.  Perform route plan changes in the Century Link Control Panel tool for 1800 Toll Free Numbers. Program call routing in the Avaya PBX to lead into the Avaya Voice Portal and call routing terminations from the Avaya Voice Portal for Apollo Technical Assistance Center Menus, Univeristy of Phoenix Attendance Line, and Apollo Staff Support menus. Perform audits on Agents, stations, VDNs, vectors, and incoming call handling treatment for 3 separate PBX environments, and 3 separate CMS ACDs in order to remove unused programming prior to service contract renewals. Implement skill and call routing changes for 4,500+ University of Phoenix agents nationwide to align agents with new business strategy and reporting changes. Create and remove accounts and troubleshoot call recording issues in NICE 4.1.

 Provided operational telecommunications support and troubleshooting for 3 separate PBX environments, encompassing 255 media gateways for University of Phoenix Campuses nationwide and Apollo Group Corporate Offices. Performed programming functions in large-scale telephone and voice mail systems as well as supporting call center reporting and monitoring applications. Maintained programming for the primary Apollo Contact Center, Apollo Technical Support Center and Regional Support Centers. Evaluated usage of and make routing changes to 3200 Toll Free Numbers Standardized main line menus for 80 University of Phoenix Campuses to enhance student experience and to bring all local calls into one national call center. Coordinated and perform large scale moves of 1200 employee phones. Created database to track usage of 100,000 Online Campus extensions for legal and administrative purposes. Assisted in a coordinated effort to merge 12 PBX and ACDs into 3 PBXs and ACDs. Systems include Avaya S8800 servers with Communication Manager v4.2.1 software (with 63 EPNs and 290 Media Gateways), CallXpress (AVsT) voicemail, Centre-Vu CMS, Veramark VeraSmart call accounting.

 Researched, developed, and maintained new databases, reports, and web forms. Administered new processes in response to changing business need. Assisted with gauging and reporting staff productivity and accuracy. Originated access requests and removals for employee’s network, telephone, and systems permissions.