John Benson Email & Phone Number

Hanover, Pa, Us

Engage with customers to gather business requirements to review call center technologies supporting their business goals and strategies. Implement advanced Avaya call center features, callback and intelligent routing applications. Responsible for root cause analysis and developing processes to overcome barriers. Serve as a technical lead and mentor for peers and clients. Create and maintain precise client documentation of call center programming.

Columbia, Md

Support for a health care company in a multi tenant single Communications Manager environment comprising 8,000 voice endpoints with 1,200 call center agents. Design, deploy and support call center applications using Avaya ACD features, including integration with Voice Portal/Experience Portal in a CTI environment. Support multiple DS3 and SIP transport facilities. End user station support including both in office and WAH staff utilizing a combination of the Avaya One-X platform and 9611/9608 phones in VPN/SIP mode. Develop and support Avaya One-X Attendant integration with Active Directory. Provide Telecom Expense Management support by reviewing inventory for services no longer used or needed.

Supported Avaya Communication Manager Systems, CMS, Work Force Management, voice recording and voicemail for offices and call centers in 11 US locations and 1 in London, England. Plan and manage transport services, SONET (OC-3), SIP, T1/T3. Manage equipment maintenance contracts and voice & data agreements. Budget and Telecom Expense Management.

Consulted with Fortune 500 customers to gather business requirements and implement appropriate Avaya call center features. Created new or analyzed and modified existing call center design. Managed and programmed all stages of the new implementation. Trained customers how to use Avaya call center tools. Delivered complete sets of documentation to the customer to maintain their call center. Assisted and mentored new hires and provided technical assistance to peers as needed.

Administered and maintained an Avaya PBX supporting a health and fitness company with call center operations including customer service, collections, telemarketing and membership renewals. Developed and managed call center design in accordance with business needs. Provided daily, weekly and monthly reports consisting of CMS data and AT&T network data. Maintained DS3 and ISDN-PRI services. Managed the implementation of CTI on the PBX to support a Davox predictive dialer and Comverse digital recording system. Coordinated and managed the installation of KSU equipment at 330 health clubs in 24 different states. Programmed changes to AT&T toll free routing via RouteIT for various marketing campaigns.