Douglas Stephens

Douglas Stephens Email and Phone Number

Sr Contact Center Support Engineer with GM Financial @ GM Financial
fort worth, texas, united states
Douglas Stephens's Location
Cincinnati, Ohio, United States, United States
Douglas Stephens's Contact Details

Douglas Stephens personal email

n/a
About Douglas Stephens

Results-driven Technical Professional with an outstanding work ethic and a no-fail attitude. Driven to assist teams and business partners to achieve operational excellence. Acknowledged as technical subject matter expert who uses technical expertise, process improvement, project management and adaptive skills to launch new initiatives. Welcomed by senior executives, functional leaders, and peers to collaborate with them to resolve challenges. Consistently and reliably met or surpassed system service level agreements (SLAs) and up-time service level goals. Self-motivated to research and learn new technology options. BA Business Administration degree

Douglas Stephens's Current Company Details
GM Financial

Gm Financial

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Sr Contact Center Support Engineer with GM Financial
fort worth, texas, united states
Website:
gmfinancial.com
Employees:
7060
Douglas Stephens Work Experience Details
  • Gm Financial
    Sr Contact Center Support Engineer
    Gm Financial Sep 2022 - Present
    Cincinnati, Ohio, United States
    View
  • Enterprise Iron Financial Industry Solutions, Inc.
    Principle Consultant
    Enterprise Iron Financial Industry Solutions, Inc. Jun 2018 - Sep 2022
    Cincinnati Area, Ky
    View
  • Omnikron Systems Inc.
    Genesys Build Specialist
    Omnikron Systems Inc. Jul 2017 - Nov 2017
    View
  • Johnson & Johnson
    Senior Analyst - Call Center Technology
    Johnson & Johnson Apr 2005 - Aug 2016
    Cincinnati, Ohio
    Installed and maintained several J&J enterprise platforms including the Genesys solution, premise based Intervoice/Convergys IVR, Verint call recording systems, Genesys and Blue Pumpkin workforce management, Brio/Crystal reporting, Symposium, Octel voice mail menus, Avaya and Cisco IPT and the Siemens Hicom Switch for the Ethicon, ASP and BWI call centers. I was a key business partner providing ongoing evaluations and input for service contract renewal and licensing needs for the call centers. I coordinated with upper management during their yearly budget review and forecasting to ensure business needs are met.
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  • Pdr
    Contractor - Johnson &Johnson - Call Center Technology
    Pdr Aug 2001 - Aug 2005
    Cincinnati, Ohio
    • Installed and administered the Genesys platform. The EES Call Center was the first to install Genesys. I was the SME for the Genesys system and also designed and developed analytics reports.• Evaluated the reporting structure pertaining to call volume and as a result optimized call queues to accurately depict total call volume• Administered the Vinci video conference switch
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  • Deaconess Hospital Cincinnati
    Supervisor Of Clinical Engineering And Telecomunications
    Deaconess Hospital Cincinnati Jun 1997 - Aug 2001
    Cincinnati, Oh
    I managed three technicians who maintained over 1500 pieces of medical equipment, developed yearly budgets for two departments and produced yearly business plans

Douglas Stephens Skills

Telecommunications Genesys Framework Contact Centers Business Process Improvement Cross Functional Team Leadership Leadership Itil

Douglas Stephens Education Details

Frequently Asked Questions about Douglas Stephens

What company does Douglas Stephens work for?

Douglas Stephens works for Gm Financial

What is Douglas Stephens's role at the current company?

Douglas Stephens's current role is Sr Contact Center Support Engineer with GM Financial.

What is Douglas Stephens's email address?

Douglas Stephens's email address is ds****@****ron.com

What schools did Douglas Stephens attend?

Douglas Stephens attended Thomas More College, Cincinnati State Technical And Community College.

What skills is Douglas Stephens known for?

Douglas Stephens has skills like Telecommunications, Genesys Framework, Contact Centers, Business Process Improvement, Cross Functional Team Leadership, Leadership, Itil.

Who are Douglas Stephens's colleagues?

Douglas Stephens's colleagues are Debbie Nelson, Callie Candler Blewitt, Nikki Emanis, Matt Zaleski, Robert Cano, Debra Dovel, Lavanya Swaminathan.

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