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, collaborating with design and configuration teams in an ITIL-Based model, working a Remedy ticketing queue within SLA, participating in an on-call rotation, and providing world-class service to internal and external customers.• 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 responsible for maintaining technical knowledge of UC tools, collaborating with design and configuration teams in an ITIL-Based model, working a Remedy ticketing queue within SLA, participating in an on-call rotation, and providing world-class service to internal and external customers.• 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 T-Mobile subscribers.•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, Avaya Call Management System (CMS), Avaya Application Enablement Servers (AES), Avaya Environmental Survivability Servers (ESS), and Avaya Predictive Dialer Systems (PDS).•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 SIP Proxy (CUSP), Cisco Voice Portal (CVP), and Cisco Peripheral Gateways (PG) integrating with Avaya AES/CMS call routing technologies.•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 Customer programs via Maritz (MyVOC), Adobe conferencing technology, Nuance Voice Recognition, Prognosis/Integrated Research network monitoring tools, and Convergys Customer Interaction Technology.•Participate in a 24x7 on-call rotation supporting all applications in the UC environment. Show less

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 support departments, 20+ T-Mobile-managed national call centers, and outsourced service partner contact centers in multi-national locations to meet service level agreements (SLA) for all T-Mobile lines of business. The position continually evolves to provide front-line support… Show more 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 support departments, 20+ T-Mobile-managed national call centers, and outsourced service partner contact centers in multi-national locations to meet service level agreements (SLA) for all T-Mobile lines of business. The position continually evolves to provide front-line support, analysis on network/application outages and positive/negative impacts to customer experience, and project work to support customers internally and externally.• 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 unpaid time off.• 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 nation. Show less

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 agreements. Outbound collection management gauges portfolio performance against investor expectations for financial stability. Based on department… Show more 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 agreements. Outbound collection management gauges portfolio performance against investor expectations for financial stability. Based on department performance, the position develops business strategies to maintain, or exceed, performance versus call center metrics, and deploys these strategies through the use of business applications. These strategies are developed through the solicitation, interpretation, and translation of business performance requirements from all levels of the organization. In the course of fulfilling these obligations, the strategist is tasked with the project management, system integration, and system maintenance related to call center applications. Successfully managed a team of three supervisor-level employees through the assessment of performance, gauging strengths and areas of opportunity to build a team responsible for consistently exceeding key performance indicator (KPI) expectations. Show less

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 service and collections guidelines. The analysis of production statistics results in the relay of performance anomalies to the business across… Show more 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 service and collections guidelines. The analysis of production statistics results in the relay of performance anomalies to the business across multiple sites in real-time. The position requires constant contact with the organization's leadership and IT teams to provide maximum system effectiveness while limiting business impact related to performance deficiencies, system integration, maintenance, and application failure. As the department lead, the Sr. Operations Team Lead must pass these tools along to department subordinates while monitoring and coaching team member's performance versus call center KPIs. Show less

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 through real-time and historical reporting. The supervisor coaches and mentors representatives to achieve exceptional performance by… Show more 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 through real-time and historical reporting. The supervisor coaches and mentors representatives to achieve exceptional performance by tracking time and attendance, monitoring real-time and historic call recordings, building bench strength through career development, administering disciplinary notices and terminations, and interviewing and hiring new associates. Supervisory duties also include overseeing queue performance to immediately address call volumes and SLA deficiencies to ensure the delivery of maximum performance versus department KPI expectations. Show less

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 providing mentoring to call center representative. The Team Lead is also responsible for performance expectations of call center… Show more 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 providing mentoring to call center representative. The Team Lead is also responsible for performance expectations of call center representative, including maintaining acceptable customer service levels, delinquency, and outbound call volumes while providing world-class financial assistance and customer service to owners. Show less

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

Associates, Information Technology - Networking, 3.95