Raquel Olea Eng Email & Phone Number

Chicago, Il

• Validates and resolves incident escalations while monitoring and coordinating email inquiries to assure timely response within 24 hours.• Analyzes the trend and patterns of support requests and has decreased support turnaround time by recommending improvements to Application Development team. • Coordinates training and acts as resource for new Support team members.• Utilizes database and software query tools to extract and assess data accuracy.• Assists in resolving data… Show more • Validates and resolves incident escalations while monitoring and coordinating email inquiries to assure timely response within 24 hours.• Analyzes the trend and patterns of support requests and has decreased support turnaround time by recommending improvements to Application Development team. • Coordinates training and acts as resource for new Support team members.• Utilizes database and software query tools to extract and assess data accuracy.• Assists in resolving data conflicts and the testing of the web application to eliminate content, programming and functional errors.• Provides data reports to internal and external clients.• Produced an effective knowledge management resource for the Support team containing a catalog of web application business rules and procedures, support workflow and user response templates that increased the team’s efficiency, allowing them to provide more resolutions to more users, quickly and efficiently. Show less

• Developed a membership tracking system in MS Access for a local child care association.• Converted and updated contact data from MS Outlook to ACT database for a Japanese non-profit economic agency in DC.• Developed a marketing database for a national trade association in Silver Springs.• Assisted in implementing data transfer and data conversion from DataEase to MS Access of accounting and travel software for a major airline in Elk Grove Village, IL.• Assisted development of… Show more • Developed a membership tracking system in MS Access for a local child care association.• Converted and updated contact data from MS Outlook to ACT database for a Japanese non-profit economic agency in DC.• Developed a marketing database for a national trade association in Silver Springs.• Assisted in implementing data transfer and data conversion from DataEase to MS Access of accounting and travel software for a major airline in Elk Grove Village, IL.• Assisted development of a conflict polling database application for large law firm in Chicago. Show less

Chicago, Il

• Designed, built and managed a call center database that consolidated purchased call lists, reduced data entry errors and duplicate contact data making the call center department more productive and efficient.• Utilized organizational and project management skills to manage up to five project team members.• Oversaw quality control in the input and extraction of data.• Designed technical training course work documentation and administered user training.