Steve Mathis Email & Phone Number

North Richland Hills, Tx, Us

Minneapolis, Minnesota, United States

Served as the linchpin between customers, stakeholders, and development teams, ensuring that products or services not only meet user needs but also align with an organization's strategic goals. Performed research, analysis, review, development, implementations, and monitoring of new and revised products and services.• Analyzed current costs and estimated the cost or cost savings. • Compiled and analyzed information for projects, making recommendations based on findings, including Voice of Client (VoC).• Oversaw backlog health, leveraging Jira and Confluence• Directed a large IVR transition/integration / creation in AWS. • Cared for the acquisition of Union Bank new flows were designed, documented in flows and details. Most challenging was the Japanese language flows. Working with translators and Japanese testers and creating translation documents for mapping proved invaluable. The transition was completed and successful within one year.• Leveraged AWS Connect for test calls as an agent, identifying test calls for unique identifier used in linking to Cloud Watch for further troubleshooting/analysis by myself or relay to engineers.• Leveraged AWS Polly and Lex for speech analytics and analysis for speech recognition improvements and configuration. While attempting to reduce “fallback” or unidentified speech inputs and increase customer verification, I created a mapping of all intents and found that the initial setup was incorrect and causing the IVR to stumble on itself. With this document, it allowed me to create a consolidated unified acceptable list of intents that drove the verification and customer satisfaction up.• Leveraged AWS Cloud Watch to query for call details, data analysis, aid in troubleshooting and product testing.• Served as vendor relationship owner and SME for Language Line product.

Irving, Tx

Provided tier three technical enhancements/trouble resolution and project management.• Partnered with cross-functional teams within Information Technology and the business; interfacing with the Operations System Support staff, Technology Assistance Center, Service Engineering – Contact Center Solutions team, Voice Dialer team, System Engineers, and with vendors.• Led major incident calls regarding Dialer/ALM/SIP, engaged outside teams required, held vendor accountable for quick resolution as well as provided root cause analysis. There are often times where departments and conversations would be at a stand point and the Major INC Management team due to lack of experience wouldn’t or couldn’t drive the call. When this occurred, I would step in and lead the questions following process as it traversed each department till root cause was identified and see it through to resolution. This saved company reputation, loss of customers and reduced down time.• Led the design and execution of system enhancements projects for the Aspect dialer platforms, ensuring the changes met business and technical requirements while maintaining a reliable dialer system. As a team lead and responsible for planning vendor repairs or patching, Vendors would push to keep things simple and go straight into production. This required a keen eye for details and insist that testing took place foremost in a QA environment with proper testing signoff prior to touching any production system and in least risk and downtime.• Corrected program errors, prepared operating instructions, compiled documentation of program development, and analyzed system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls.• Scheduled, planned and performed monthly OS Patching for 200+ servers.• As the product owner for SIP Provisioning, SIP Phone, UIP, ALM I performed COB testing and signoff.

• Planned, organized, and hosted regional meetings.• Guided ASUGA provided webinars and website content…host webinars.

Dallas/Fort Worth Area

• Led many types of projects: Product implementation, enhancement, integration, conversion, business process enhancement or training projects. Some of the products include M3, ALM, AQM, Data Views, RTR, Director, UIP UCC Admin WFM, USAN IVR.• Conducted business analysis to gather internal processes and issues faced by the customer base to help formulate recommendations for improvement and ensure successful implementation of the solution or migration.• Critically evaluated information gathered from multiple sources. Decomposed high-level information into details.• Distinguished user requests from the underlying true needs.• Communicated and collaborated with external and internal customers to analyze information needs and functional requirements and deliver the following specifications: Solution Design Document, Consumer Interaction Flow, Use Cases, and Interface Designs/Flows.• Successfully engaged in and drove to completion multiple initiatives simultaneously.• Worked independently with users to define concepts and under direction of project managers to ensure timely completion of milestone dependencies.

Westlake, Tx

• Monitored staff and performance of dialers for 10 different departments(Aspect UIP 6.6, ALM and Enterprise Monitor; Avaya SP4) • Functioned as Dialer liaison for the Business Vehicle Finance and Spanish departments. Offering strategy suggestions. • Pull adhoc reports for support of management and to drive strategic decisions and recommendations. • Trained expansion of 200+ new users during site consolidation• Trained all agents for upgrade from Avaya dialer to UIP to existing agents• Collaborate with IT, Telephony and desktop support across multiple sites. • Programed and implements call lists schedules• Ensured integrity of collections dialer strategies• Assisted in Vendor relations for CCS (SMS) and Encore (BPO).

• Provided support functions for 10 Avaya PC3 dialers. • Austin Logistics(ALI) SME for OnQ and CallTech • Review, analyze, and evaluate business needs then formulate and implement systems• Testing changes and training dialer admins with newly developed procedures. • Coordinated schedules with operations and staffing groups to maximize the benefit of optimization software. • Develop test plans and execute testing for IEX/ALI integration. • Query using Access to pull data used in strategy decisions and daily numbers.• Successfully launch 7 departments onto OnQ and CallTech in 2 months. • Created a downtime calculator that incorporated 3 outsourcers and the monetary impact of issue.

As Dialer Administrator II, I was responsible for recommending, supporting, and implementing departmental initiatives for both the front and back end operations. • Managed Ensemble dialer• Implemented Ensemble Pro dialer and UIP 6.6• SME on Austin Logistics Inc products (Calltech and OnQ )• Designed Call Handling routing logic. • Built resource process to gather, calculate penetration and enter staff. • Served as basic desktop support for Dialer and misc. programs. • SME for Shaw (CRM) monthly list maintenance (logic changes). • Implemented and administered Live Repo (CRM). • Served as the resident dialer/ACD Trainer. Including training to all new-hires. • Maintained strategy calendars. • Proven ability to develop and run reports and queries, including analytical and financial information. • Member of the Drama Team (provided some comic relief during the monthly Town halls). • Successfully boarded multiple lines of business to the dialer/ACD. • Became SME of ALI's OnQ and CallTech.