Jon Crabtree Email & Phone Number

Austin, Texas Area

Maintains and monitors Aspect UIP / Avaya dialer systems for the credit and retail default portfolios. Tracks and measures the data and performance daily to ensure goals are maintained while remaining efficient, effective and compliant. Executes a provided calling strategy per the specified business unit. Processes routine reports on the campaign results and performance to be used by management to assist in making strategic decisions. Provides periodic updates to management throughout the shift through verbal and written communications. Delivers timely and quality customer service.

Directed the Implementation Service Group responsible for installation of all outbound dialer products (Unified IP, Unison, Conversation). at customer sites. Provided daily direction and support to a team of 3 Managers, 2 project Managers, 15 field installers and 10 support desk personnel to ensure delivery of timely, cost-effective installation of the Aspect Dialer product line and Field Service support.

Acted as the primary management liaison to Global Tech Support and Engineering for the Executive Field Service Management when dealing with priority customer escalations. Provided daily direction and support of 2 project managers and 5 support desk personnel to ensure customer satisfaction with escalations and proper management of Field Service Projects and training.

Responsible for directing the activities for 18 Field Service Engineers responsible for providing customer support and maintenance on the Rockwell Spectrum ACD product line over an 8 state area.

Provided contractual services at the Customer’s premise, meet contractual obligations, which may include after hours on call with minimum response times requirements.