Lonny Coley Email & Phone Number

Pontiac, Mi, Us

Pontiac, Mi, Us

• Training users on how to appropriately utilize their Microsoft computer systems, new applications, and added entertainment software implementation, reporting, and analytics • Writing instruction manuals for Microsoft suite systems, and other applications to make them user friendly• Consulting with all areas of leadership to determine the needs of the partnered business and what role the systems play in their business and marketing• Testing the systems on a regular basis to ensure quality and function. Updating file library and attending to disaster recovery efforts when needed via an on-call basis• Preparing costs and benefits analysis on systems based on available markets and services• Brainstorming new ways to add more functionality to systems and marketing materials to support new implementations• Choosing and configuring the hardware and software of a Microsoft based computer system and any relevant change control process for updates as needed

Detroit, Michigan, Us

• Work with IT partners to help design, develop, test and implement application changes that meet business unit needs based on anlaytic tools and changes within the market.• Implement, configure and manage multiuser systems• Improve and automate processes through us of Microsoft systems, Salesforce, and AWS CRM systems. • Maintain the integrity and functionality of applications and web trafic through use of SQL• Work with business unit leaders to help the IT teams create automation scripts and programs to remove manual system configuration, lead routing and IVR changes• Analyze, evaluate and propose application changes to business sponsors and application end users• Understand the details of each managed system and educate end users on best practices• Utilize technologies such as various POS and CRM systems, ServiceNow administration suite, SQL, Java, Jira, Five9, Workday, Verint, Cisco CMD, Cisco Egain, PowerBI, Microsoft Suite

Hicksville, Ny , Us

Responsibilities:- Administrator of Banking and all adjacent IVR Systems utilizing Cisco Telephony services and EGAIN VCC, to administrate users access, skills, and IVR routing for large contact center of 300+ agents. - Auditor of the IT Ticket report to track downtime usage by agents per team, for ticket resolutions using JIRA systems reporting, Workday, EGAIN and other system monitoring tools. This helped to enhance leaderships ability to prioritize agents and maintain order. - Owner of the Flagstar Customer Engagement Centers Disaster Recovery process and documentation. Phone tree, emergency relief assets, IVR down contacts, building emergency documentation and communication on all levels, storm tracking and communication across all 50 States and Virgin Islands. - Maintain IVR documentation and routing mapping for regular audit. Work as a project resource on new changes, impact and other area's and oversee the CEC's interests by being present during the change control process and implimentation of changes taking place in CISCO, Salesforce, JIRA and other third party client based systems.- Act as first level triage for technical issues of all kinds. Work with internal IT teams to track resources through the ticket process to make sure that down agents are getting seen and resolved. - Perform regular project management when assigned.

Hicksville, Ny , Us

Responsibilities:- Managed a team of 13+ agents making outbound calls to Flagstar Bank customers to assess their needs and interests in their Flagstar mortgage - Sold the opportunity to speak to a loan officer to increase Flagstar Bank's value proposition and retain the customer's business - Ensured teams' adherence to disciplinary actions and management rewards- based incentive program - Maintained compliance standards for local, state, and federal government reporting - Reported team progress to all lines and levels of the business - Organized new technologies and managed project implementations, including Dialers (Five9, Salesforce), analytics (Cisco), and skill mapping (EGAIN, Citrix)- Oversaw testing and implementation of new applications, becoming a subject matter expert in telephony - Certified as a Five9 systems administrator - Oversaw the implementation of a Verint workforce management tool provided by Five9 - Certified in workforce management, devising call, scheduling, and skill-based performance calling. - Work with marketing teams to coordinate lead allocation to the outbound concierge team. Handle lead assignment distribution and re-assignment. Lead tracking reporting and progress of dialing efforts. - Work with leadership on innovative ways to generate leads and recycle clients from existing portfolios.

Computer Science

Business Administration And Management, General

Computer Science

Iso Certificate Of Completion, Business Management And Marketing Technologies

High School Diploma, Business Administration And Marketing Technology Development