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.

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.

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.

• 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.
• 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.

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.
• 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