Dmitry Dyment Email & Phone Number

Los Angeles, Ca, Us

New York, Ny, Us

• Supporting day to day operations of the on-premise Genesys Pure Connect platform with PureCloud integration for use of Web RTC phones. • Regular system maintenance including server reboots, failovers, and testing. • Creation and maintenance of technical documentation including call flows, customizations, integrations.• Developing and maintaining effective relationships with internal and external customers.• Developed SQL Queries for recurring reports and easier additions of clients.• Re-established relationship with support vendors, to drive persistent issues towards resolution.• Working closely with trainers to ensure the training materials are consistent with system design.• Working closely with WFM team on maintaining data feeds to Verint - WFM platform.• Facilitated deployment of agent scorecard on WFM platform which required a new data feed. • Maintaining functionality of telecom circuits by working with vendors and networking team.• Supported RFP process for replacement contact center platform.

Saint Louis, Mo, Us

• Administration and development of IVR for enterprise wide, multi-location contact center.• Administration and management of telecommunications services to ensure SLAs are met and business requirements are adhered to.• Creation and maintenance of telecom services and equipment documentation.• Development of specific technical requirements based on business requests.• Working with business leaders to change existing and implement new call flows within the call center.• Development, enhancements, testing and implementation of IVR applications, routing logic, CTI and reporting.• Supporting toll free number routing, ordering, provisioning, programming and troubleshooting.• Management of the companywide dial plan.• Participation in telecommunication team on-call rotation.• Worked on assignments that were broad in nature, usually requiring originality and ingenuity. • Worked with telecommunications team and business partners with minimal supervision. • Developed Cyara CX models, created test cases, created and executed velocity and pulse campaigns.

El Segundo, Ca, Us

• Drive cross-functional / business partner teams to develop detailed requirements, evaluate technology options, negotiate agreements, and manage ongoing service delivery.• Introduced creative solutions to various business issues (Screen Pop, Transfer Reporting, etc)• Drove PCI Compliance by leveraging Analyzer in unconventional way.• Developed procedures for emergency messaging, disaster recovery and business continuity. • Managing relationships with vendors including ININ and multiple ININ Partners by overseeing and helping with prioritization, issuing RFPs, evaluating SOWs. • Interfacing with service provider (Interactive Intelligence) for support, new initiatives, and maintenance.• Interfacing with all business groups in call center including Training, WFM, QA, Escalations, Vendor management (outsourced BPOs), and elite client teams.• Performing regular Systems Analysis for capacity planning and reporting.• Managing day-to-day troubleshooting and support across the Call Center systems including Configuration, Auto Attendant, Work Force Management and Quality Monitoring applications. • Supporting Reporting team with advanced ad-hoc reports. • Performing high-level root cause analysis for service interruption, recovery and creation of preventive measures / procedures.• Facilitating MPLS circuit testing with ININ, Carriers, and members of BPO’s IT teams. • Performing configuration, setup and maintenance of toll free number routing (Attendant). • First Level 24x7 on-call support for systems support issues and on-call rotation with team members.• Developing, and maintaining training materials. Assisting with training delivery. • Launching and supporting the NICE IEX WFM solution.• Serving as a back-up for support of RightNow (Oracle Service Cloud) CRM.

Mountain View, California, Us

• Lead the sourcing and deployments, and managed the maintenance of company-wide Customer Care systems including CRM (RightNow Technologies), telephone systems (IVR and ACD), call monitoring, workforce management and other ancillary tools & utilities. • Identified and eliminated obstacles to optimal utilization and performance of all systems. Supporting Operations and Management through development, communication and maintenance of reporting. • Analyzed data and recommended opportunities for procedural and process improvements. Facilitated process design and improvement through discussions between teams and departments regarding system configuration, deployment and utilization. Lead and facilitated meetings to gain agreements between departments. Documented and implemented new processes. Captured suggestions for logistical improvements. • Trained company managers to utilize existing reporting tools. Building and maintaining strong collaborative relationships with internal and external business partners. Created business cases for new processes. Documented new processes. Created training materials and delivered training. • Acted as a point of contact with IT department coordinating technical changes/implementations within the Customer Care Team.• Managed office build-outs to ensure proper phone and data wiring. Managed office moves ensuring telephone support. Vendor Management.

Mountain View, California, Us

• Handling escalated customer calls, monitoring calls for quality assurance, coaching, tracking attendance• Running, interpreting and delivering daily, weekly, and monthly reports• New hire training, vendor management, other projects as assigned

Mountain View, California, Us

• Assisting customers with inquiries via email, telephone and fax.• Consistently demonstrated the ability to effectively handle difficult / escalated calls and emails.

• Solicitation, closing, and processing mortgage loans. Follow-up with prospective borrowers. • Advising potential borrowers regarding appropriate loan programs which may best suit their needs. • Overseeing the entire loan process to ensure Customer satisfaction. Customer Service.

Atlanta, Georgia, Us

• Technical support of internet connections via email. • Troubleshooting software, and Internet Connectivity for Windows 95/98/ME/2000/XP, MACs, Internet appliances. • Support of free web sites, paid web domains, general support escalations, minor DSL support.

Atlanta, Georgia, Us

• Technical support for Internet connectivity. • Troubleshooting software and Internet connectivity for Windows 95/98/ME and MACs.

Bachelor Of Business Administration (Bba)

General Studies