Ruben Catinchi Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

 Developing, troubleshooting, automating and maintaining various inventory and sales data feeds to internal clients and enrolled vendor network Creating ad hoc reports as needed - and identifying best practices to provide optics in line with other reporting feeds throughout organization Developing synergies in reporting standards and practices between primary AAP data and unintegrated CarQuest data Expanding and retention of data sharing program through enrollment, contract signing and timely support of vendor network clientele

Raleigh-Durham, North Carolina Area

 Analyze operational effectiveness; provide procedural improvements for consideration by department leaders. Generate documentation and support initiatives created by other personnel with data aggregation and analytics, testing, and recommendations. Utilize Oracle Aps and Discoverer for running reports. Serve as RightNow Technologies (RNT) email system administrator. Build and execute reports (Excel, RNT, Access) both on scheduled and ad-hoc basis. User Acceptance Testing of new system; Oracle Administration

Durham, Nc

 Responsible for training, coaching and career development for a team of 12-15 direct reports Also responsible for maintaining team and departmental metrics with established SLAs for Average Handle Time, Average Speed of Answer, etc. Developed interactive scheduling spreadsheet to track total and available personnel during every 15 minute interval to ensure minimum Service Levels were maintained Administrated Avaya/CMS Supervisor and RNT accounts for specialists Developed process improvements which allowed department to track productivity across individuals and teams over the entire fiscal year and assign ratings for annual reviews

Provided support and guidance as part of a team of two people for one of the largest school systems in America. • Single-handedly developed process improvements which allowed school system to track incoming volume based on topic, call type, time received, and even language of caller (via Access databases, also self-created).• Investigated and recommended inbound call routing solutions that were highly sustainable and well below budget, including existing technology that had not been fully implemented• Handled approximately 250-300 inbound calls daily, performing basic troubleshooting, information dissemination, and call forwarding (as necessary). • Adhered to strict operational protocols in order to ensure compliance with board policy as well as state and federal law.• Functioned as bilingual intermediary for system officials and Spanish-speaking families.

Analyzed existing process and procedure; identified, researched, implemented, and supported new and emerging technologies aimed at improving workflows and reducing overhead. Also supported new Customer Service Center leadership in a variety of roles. • Trained new Customer Service Center Manager and related staff.• Provided Level I support for out-of-house contractor remotely handling overnight services from the Philippines (on-call 24/7/365)• Implemented cost-saving fleet solution that saved the company over $10,000 per year in administrative fees alone and many times that in fraud prevention and spending control. • Launched and supported WorkOasis 90-day pilot program, spearheaded full data-management software overhaul.• Assisted programmer in cross-platform communication initiatives and applet design and deployment.• Assisted in day to day management and administration of Customer Service, Payroll, Accounts Payable, and Accounts Receivable. • Had high-level visibility of a multi-million dollar business, coordinating inter-departmental cooperative efforts and spearheading efficiency enhancements in all departments.• Developed supporting materials and documentation for all departments named above to facilitate workflow and process enhancements.

Bohemia, Ny

Managed team of 10-12 employees handling customer support, technician deployment and monitoring, in-field assistance and support, clerical duties and enterprise support. • Developed complete systems, procedures, and metrics to handle inbound and outbound calls, growing with company from a single office setup servicing NY-NJ-PA area to national program with 7 offices and vendors across all 50 states, PR, and Guam. • Developed full employee program for performance-based shift assignments/incentives, corrective actions, productivity standards, and corresponding reports. • Regularly monitored all CSC statistics using Televantage and custom reports built from scratch in Excel using a raw data call log. • Updated training program and trained all current staff in local service center, as well as remote contractor in Philippines handling overnight responsibilities.• Remained on-call 24/7/365 as primary contact for CSR support.

Bachelor Of Arts (Ba), Professional, Technical, Business, And Scientific Writing

- Professional Writing major - Volunteer at NYPIRG - Copy Editor for school newspaper

Bachelor Of Science (Bs), Graphic Design

- Graphic Design major - member of several school clubs, including gaming organizations and art club