Scott Goeden Email & Phone Number

Bothell, WA

• UC Engineers support the day-to-day functions of a 24x7 call routing environment for 1 million + T-Mobile customer calls each day. UC Engineers are responsible for maintaining technical knowledge of UC tools.
• Support the 24x7 operations of an integrated TDM/VoIP/SIP… Show more UC Engineers support the day-to-day functions of a 24x7 call routing environment for 1 million + T-Mobile customer calls each day. UC Engineers are.
• Support the 24x7 operations of an integrated TDM/VoIP/SIP voice routing environment for 17 internal T-Mobile call centers and 8-10 Outsourced Service Partner ACDs (connecting multiple locations) servicing 54 million.
• Maintain an intimate knowledge of the Avaya suite of call routing technologies including, but not limited to, Avaya Aura Communication Manager (CM), Avaya Aura Experience Portal (AEP), Avaya System/Session Manager.
• Maintain an intimate knowledge of Cisco’s Intelligent Contact Management (ICM) platform routing voice via Cisco routing and switching technology for VoIP/SIP such as Cisco Unified Border Elements (CUBE), Cisco Unified.
• Support of vendor-based solutions such as, but not limited to, Genband Session Boarder Controlers (SBC), Virtual Hold Technology, Aceyus Applications, Noble Systems, SoundBite/Genesys predictive dialers, Voice of the.

Bothell, Washington

Bellevue, WA

• Resource Analysts oversee the 24x7 real-time execution of T-Mobile strategies aimed at achieving a world-class customer experience. Management of these expectations required collaboration across multiple internal.
• Constantly monitor real-time contact center performance to align staffing and call distribution with the business outlook, driving efficiencies in customer experience and budget allocation associated with overtime and.
• Continually provide analysis of business impacts to senior leadership ranging from application outages affecting several users to national market outages affecting millions of customers.
• Produce analysis on daily and weekly performance against business execution versus KPIs to gauge successes and areas of opportunity to provide the most positive customer experience.
• Create ad-hoc reporting on trends and performance of internal and outsourced call center to proactively attack areas of opportunity and to build on command center successes.
• Contribute to existing projects/process improvement initiatives while participating in newly defined proposals aimed at increasing the potency of the command center’s ability to manage business processes for the.

Las Vegas, Nevada Area

Reporting to the Director of Operations, the Operations Strategist/Manager oversees the production of the inbound customer service department and the outbound collections department across multiple sites. Customer service performance management gauges department adherence to call handling metrics, customer satisfaction, and contractual service level.

Las Vegas, Nevada Area

Reporting to the Director of Operations, the Sr. Operations Team Lead acts as the department lead for call center application management and customer service/collections performance monitoring. The role analyzes intraday production statistics to maximize application efficiency while adhering to local, state, and federal regulations related to customer.

Bellevue, Washington

Reporting to the Call Center Manager position, the Customer Service and Collections Supervisor oversees the performance and development of a staff of 8-16 customer service and collections employees. The supervisor position analyzes and tracks representative's performance against multiple call center KPIs, assessing strengths and coaching opportunities both.

Bellevue, Washington

Reporting to the Customer Service and Collections supervisor, the Customer Service and Collections Team Lead position assists the supervisory team with the performance monitoring of a staff of 8 - 16 employees through real time and historical reporting. Performance monitoring duties include reviewing recorded phone calls, tracking time and attendance, and.

Bachelors Of Science, Information Technology - Networking And Telecommunications, 3.98

Associates, Information Technology - Networking, 3.95