Julia Smith Email & Phone Number

Milton Keynes, England, United Kingdom

Northampton, United Kingdom

Northampton, United Kingdom

Working as sole telephony administrator. Responsibilities include but not restricted to, the management and administration of 3 call centres totalling 150 staff and all back office extensions across multiple sites. Dealing with Avaya communication server S8700 using communication manager 2 to provide call routing, station creation, agent login ids, fault detection and alarm management. Additionally the use of CMS R12 to provide reporting and call centre administration including the creation of user accounts. The creation of IVR campaigns using Avaya IR1. Experienced in escalation of issues to third line support, and liaising with suppliers. Accustomed to the configuration and Installation of Avaya 4620s, 4610s, call master 5 and familiar with Index switch and telephones including patching. Maintenance of all relevant servers including legacy servers such as CTC server. Experience in dealing with convergent services such as CT for IVR use via Avaya Interaction Centre and Call recording Cloud9. Maintenance and basic query of SQL database linked to ECH Feed from CMS and IVR. Additionally responsible for the appropriate allocation of requests. Providing first line PC support including Microsoft Office, active directory and remote desktop in the absence and support of colleagues. Maintaining appropriate relationships with client to ensure requests are completed on time and adequately. Producing and maintaining appropriate documentation for all specific software and hardware.

Part of a managed service for one of Sabio's clients and providing internal telephony support. Responsibilities included the management and administration of a 200 seat call centre. Dealing with several Avaya communication servers such as S8730, S8700 and S8300 and in the use of communication manager 2 and 5 to provide call routing and administration, fault detection and alarm management. Additionally the use of CMS R12 to provide reporting and call centre administration. Use of Avaya IR1. First line support for PC3 dialler and the escalation of request to technical support when necessary. Creation of Witness call recorder roles, templates and queries including interaction with active directory. Server maintenance. Audentify call recording. Audix voice mail, modular messaging and voice mail module in S8300. Support to desktop colleagues in busy periods and absence including Microsoft office, active directory and remote support. Responsible for appropriate client interaction. Ensuring all request dealt with within SLA. Producing and maintaining appropriate documentation. Remote support of other clients

Responsible for assisting the team leader to manage a dedicated team of ten customer service advisors. This included monitoring the teams activity such as breaks to ensure that customer service level was met, quality monitoring and coaching to ensure team members were of sufficient standard. Additionally responsible for the response to customer complaints via telephone, email, letter and text chat.

Ba (Hons), History

A Levels, Geography, History, Religous Studies