Daniel Cisneros Email & Phone Number

Colorado Springs

Behavioral Quality product development and architectureDraft business requirementsImplemented governance model for weekly project review and approvals by department leadersPortfolio ManagementFacilitate implementation of new systems/process/change management to help simplify administrative tasks and keep team focused on essential product deliery tasks

Responsible for Smartsheet administration: Integrating automation work flows, building, designing intake forms, drafting process workflows, and implementing department programs into the eco system. Built and maintain project plans for task execution Implemented Resource Management configuration for capacity modeling Update Control Center as needed to accommodate new project templatesDeveloped intake process and product delivery framework Produce executive dashboards Created department reporting to help leadership understand product demands Maintain intake and project template criteriaBuild WorkApps to give our environment a more centralized look and feel Worked with App Dev resources on API integration for Bi-Directional transfer of data from Smartsheet to JIRA Automated Approval ProcessesContinuous product improvement is always ongoingDeveloped Capacity Reporting

Colorado Springs, Colorado

Build framework for QA- Innovation Lab. Develop idea intake/review/approval process for Lab Ideation. Partner with the business units of parent organization to trial new process, methodology, product, and technology to improve the customer experience.Apply Six Sigma frame work to prototype iteration.

Colorado Springs, Colorado Area

Duties & Responsibilities:Essential duties and responsibilities include but are not limited to those listed below:* Work closely with appropriate Customer Service Management, Field Management, Marketing, NOC, and Dispatch to drive consistency, standardization, and mitigate operational waste within the customer care organization to optimize handle times, quality of service, and contact rates.* Assists in identifying, developing, and implementing process documentation for customer support. * Works closely with Marketing, Product, Project Management, and the Billing Ops team to implement major product initiatives. Creates all order entry and business rule processes to ensure a good employee and customer experience.* Conducts roundtables and employee surveys to determine improvements and best practices to improve the employee and customer experience with regards to product, support tool, and process improvements.* Support the Field Ops in creating processes for enterprise initiatives.* Support all pricing, packaging, and new rate guarantee updates each fiscal year.* Create appropriate documentation for all initiatives including new product deployments, support tool integration, product feature enhancement, and billing system configuration changes.* Collects information for the purpose of developing guidelines and maintaining processes within the enterprise both for ongoing business and during the implementation of major product initiatives.* Establishes troubleshooting tools for customer representatives to include service, sales, escalation procedures, etc. Works closely with center management in the implementation of these tools.* Support the Business Support Process Manager as appropriate given priority of initiatives and projects that includes having an understanding of Business Support processes, Business Products, and support tools.

Colorado Springs, Colorado Area

Duties & Responsibilities:•Address work order errors in billing systems as requested by Customer Care•Assist with billing system analysis as requested•Responsible for initiating and resolving tickets related to billing systems•Provide system readiness testing for billing system software releases and enhancements•Provide departmental documentation of all process' and procedures•Monitor and troubleshoot any billing system interface issues•Able to troubleshoot billing problems and provide updates accordingly•All other duties as assigned

Colorado Springs, Colorado Area

Duties & Responsibilities:Essential duties and responsibilities include but are not limited to those listed below:* Analyzes, identifies, recommends and communicates staffing adjustments in order to achieve service level goals* Monitors all telephony and server systems within the Call Center* Analyzes the performance of the real-time management system to ensure the implementation of process improvements* Forecasts real-time requirements and communicates change requirements to the external sites for compliance* Publishes work schedules, assigns meetings and training, and manages special project allocation* Gathers data, performs needs assessment, defines user requirements and develops specifications for real-time management system* Monitors a multiple call center environment (call routing, IVR, Web), making appropriate recommendations to the NOC management staff regarding potential problems and proposed solutions* Assists front-line supervisors with time card completion. Provides limited desk-top support when necessary* Simulates different scenarios and proposes contingency plans for unexpected events. Invokes emergency plans as necessary* Performs reporting for management regarding call volume drivers that impact all call center locations* Performs other duties and special projects, as assigned by the Manager – Resource Management

Six Sigma Greenbelt Certification

Associate’S Degree, Computer Science And Information Technology

Programming concepts in C++, COBOL, Java Scripting, VB, and database design.