Ed Coy Email & Phone Number

Provide telecom support for American Express Travel Related Services call centers including design and implementation of new call flows (vectors/VDNs/skills/etc.), ISDN T1 implementations, ARS design, and other PBX changes (MAC). Support CMS administration (including custom report modifications, increasing measured elements/free space, explaining report results), Voice Mail administration and performed basic Route-It changes for Business Travel 800 #s. In 2010 assumed responsibility for all American Express (Card and Travel) call vectoring across the globe. Responsible for designing/implementing all vectoring solutions as well as coordinating with Call Center management and other outside vendor support to provide 7x24 trouble resolution. In 2012/2013 worked with Business Travel to collapse 20+ sites into a single CM and designed/implemented 7 common vector solutions using VDN skills and VDN variables thus eliminating thousands of individual vectors.

• Provide telecom support for American Express Travel Related Services call centers including design and implementation of new call flows (vectors/VDNs/skills/etc.), ISDN T1 implementations, ARS design, and other PBX changes (MAC). Support CMS administration (including custom report modifications, increasing measured elements/free space, explaining report results), Voice Mail administration and performed basic Route-It changes for Business Travel 800 #s. In 2010 assumed responsibility for all American Express (Card and Travel) call vectoring across the globe.

Established consulting business to provide expert Call Center application advice, design and implementation of technology solutions with a focus on Avaya products. Particular emphasis (but not limited to) Call Vectoring, Virtual Routing (Best Services Routing), Advocate and Look-Ahead-Interflow, IVR integration, CMS/BCMS reporting and all Definity programming. Completed training contracts for an out-source call center firm in Columbus, OH and an Indianapolis, IN manufacturing company. Designed and implemented new BSR application, completed a Security audit and review of 12 systems for multi-site US call center. Successfully designed and implemented Advocate in Taipei, Taiwan for a major Wireless Carrier/ISP in 2002 that integrated with their existing BSR design. Follow-up contract with Avaya-Asia for a new Virtual Routing implementation for a major Taipei banking institution in 2003.

29 years of Bell System service)•Managed a team of 50 technical associates (all management Engineers) performing application and programming support on Definity product line. Recognized as the most productive Call Center group in the Denver Technical Services Organization and consistently delivered outstanding customer support based on independent quality surveys and commendations. Identified and lead a major transformation of the business and increased revenues from $20,000/month to the highest revenue producing team in the Denver Technical Service Organization, generating over $400,000 a month in revenue. Represented Definity HelpLine at Local and Regional User Group seminars. Managed the Toll Fraud & Security Intervention Team whose duties included stopping active Toll Fraud, certification of security guidelines and educating customers on all aspects of securing their systems against hackers. Reduced Avaya's liability from a potential of over $2.7M in claims to actual payouts of $200,000 for first half of FY2001.

Provided advanced technical support on Lucent Definity products to a team of management associates who delivered programming assistance and general application support to customers in a call center environment. Developed and delivered training to frontline associates on new releases (2 a year) and was the team's Subject Matter Expert on Definity Call Center applications (vectoring, IVR integration, BSR/LAI, BCMS/CMS reports, ACD/EAS, Vu-stats, etc.). Supported all large systems.

Responsible for technical design and configuration of large voice communications systems.