Michael Barr Email & Phone Number

Overland Park, Ks

• Monitored and managed real-time inbound call traffic • Maximized outbound dialer efficiency while adhering to local, state and federal regulations.• Coordinated outbound call traffic to obtain business line objectives.• Monitored inbound and outbound abandon rates to ensure they meet business line objectives. • Analyzed data to ensure campaigns are running at optimal times to effectively generate the most RPC’s.• Developed call traffic share point site to maintain… Show more • Monitored and managed real-time inbound call traffic • Maximized outbound dialer efficiency while adhering to local, state and federal regulations.• Coordinated outbound call traffic to obtain business line objectives.• Monitored inbound and outbound abandon rates to ensure they meet business line objectives. • Analyzed data to ensure campaigns are running at optimal times to effectively generate the most RPC’s.• Developed call traffic share point site to maintain documentation, store policies and procedures, manage agent exceptions, and notify management through the site.• Coordinated call volumes to ensure customer service needs are met • Performed regular service level checks • Provided responsive analysis and resolution to situations affecting system availability and/or performance • Completed special project work, as assigned• Facilitated and operate the Avaya Dialer System • Created and produce regular reports on historical data, forecasting results producing daily, weekly, monthly and ad hoc reporting.• Optimized daily performance of dialers, evaluate the dialer's performance real-time and adjust to changing conditions Show less

Lee'S Summit, Mo

• Directed and coordinated daily activities in support of communications systems by performing duties personally or via vendors and co-workers• Coordinated and performed administrative duties for the City communications systems, which included but are not limited to, system design, installation, configuration, oversight, tuning, troubleshooting and updating.• Provided support for all City locations by responding to the needs and questions of telecom users concerning their access to… Show more • Directed and coordinated daily activities in support of communications systems by performing duties personally or via vendors and co-workers• Coordinated and performed administrative duties for the City communications systems, which included but are not limited to, system design, installation, configuration, oversight, tuning, troubleshooting and updating.• Provided support for all City locations by responding to the needs and questions of telecom users concerning their access to resources on the network, including the provision of secured remote access• Coordinated all moves, adds and changes for staff to their phone-related systems, including setup and modifications of voicemail and automated call distribution • Created and maintained documentation for the support and use of supported communication systems• Oversaw support with vendors for all communications systems, ensuring adequate maintenance, repair and technology migration plans were provided• Managed equipment inventory (telecommunications), software licenses, and service contracts to ensure critical systems were covered under maintenance• Loaded and updated software applications as required to minimize any negative effects on end-users• Performed appropriate backup and testing procedures to ensure integrity of supported communications systems• Developed and delivered education and training for computer users pertaining to the supported communications systems• Managed projects related to communications systems and services, following the established project management process• Provided information and recommendations regarding capabilities, compatibility or constraints of LAN-based software and hardware usage to forecast future network and hardware needs Show less

• Assisted in redesigning infrastructure for call center, basically rebuilding IT operations from the ground up. Led project management efforts and collaboration with vendors to meet all deadlines.• Oversaw maintenance and operation of hardware/software platforms. • Implemented processes for assigning user access codes, revoked access privileges, and set file protection parameters; implemented data protection/access controls established by policy and identified security violations… Show more • Assisted in redesigning infrastructure for call center, basically rebuilding IT operations from the ground up. Led project management efforts and collaboration with vendors to meet all deadlines.• Oversaw maintenance and operation of hardware/software platforms. • Implemented processes for assigning user access codes, revoked access privileges, and set file protection parameters; implemented data protection/access controls established by policy and identified security violations. • Executed safeguards to protect critical infrastructure and company assets; performed ongoing maintenance of network infrastructure and application security. Show less

• Managed daily technical operations of major customer contact center.• Oversaw staff of technical service analysts and ensured call center operations were running efficiently 24/7, including daily management of mission-critical applications and services; worked in team-centric setting, leading others to deploy new applications and services (including making sure proper change management processes were observed when modifying applications and related interface solutions).• Maintained… Show more • Managed daily technical operations of major customer contact center.• Oversaw staff of technical service analysts and ensured call center operations were running efficiently 24/7, including daily management of mission-critical applications and services; worked in team-centric setting, leading others to deploy new applications and services (including making sure proper change management processes were observed when modifying applications and related interface solutions).• Maintained network services, desktop applications, hardware, and servers.• Managed local area network (LAN) and provided IT support to all employees in Overland Park office as well as remote offices, including second-tier support to Monterrey, Mexico and Jacksonville, Fla.• Responsible for all telecommunications, such as call routing, IVR, and general maintenance; provided, maintained, and managed support for all voice prompting; performed system backups; provided training materials and technical support documentation to department.• Proactively managed systems and procedures to improve the quality of service to customers; handled troubleshooting efforts on the IT/voice/data front. • Maintained high level of multi-tasking efficiency to ensure superior customer service to all employees and management, juggling multiple tasks and their corresponding deadlines simultaneously. • Maintained, developed, and provided best practices for all post call routing; managed field personnel in call routing procedures and implementation; provided, maintained, and supported local and enterprise reporting tools for all automated call distributors (ACDs) in enterprise. • Managed vendor relationships for all telephony partners and IT vendors; managed VZB to acquire toll numbers that can be routed pointed those numbers to specific circuits at each site, built DNIS records on local ACDs, and routed to appropriate agent groups; troubleshooted misrouted calls; implemented new phone system. Show less

• Supervised networking operations; oversaw e-mail functions; maintained memory availability; ensured reliable power backup of network; secured network; served as network liaison between home office and local office. • Kept up with new technologies by taking classes/attending trade shows; oversaw telecommunications systems; implemented Aspect phone system conducive for a dialer environment; maintained local office’s Web site.

• Supervisor, responsible for team performance, managing difficult accounts, and meeting corporate goals.• Handled employee evaluations, coordinated scheduling, and organized meetings.

Bachelors Of Science, Marketing

Activities and Societies: Soccer Team

Associate Of Arts, Business Administration

Activities and Societies: Soccer Team