Stuart Ruffner Email & Phone Number

Greenville, South Carolina Area

Click to edit position description• To guide the installation of the Star2Star VoIP systems in businesses of various sizes (many multilocation) , including video conferencing, security and paging systems and IVR systems for call center environments.• The installation includes determining exact customer needs, finding a local vendor for both cabling and installation. Creating call routing and all portal programming for phone systems, including auto attendants, call queues and ring groups.• Setting up training of of customers via web portal, porting of telephone numbers to new systems.• Process Improvement - Created a spreat sheet and process to travel with an order from beginning to end as a central point for all information so that nothing is left unknown as an order flows from one department to another• Setting up and troubleshooting internet bandwidth lines.

Spartanburg, South Carolina Area

Responsible for implementing all aspects of strategy and management of the Aspect Predictive Dialer, and all related resources to attain pre-determined goals for a 300+ agent call center.• Create and manage all Inbound / Outbound call routing and queue management, as well as back-end internal workings of the dialer.• Workforce Management for allocating resources including scheduling of breaks and lunches, manual / dialer time, continuous training and team meetings. Creation and maintenance of the org chart.• Create and manage dialer campaigns, exclusion filters, and automations, and disposition codes.• Create and run daily, weekly, monthly, and yearly reports to best coordinate strategy with Service Delivery using Excel, Access, and Crystal reports. Working with the Data Warehouse (internal data reporting) to create new reports and new methods of tracking historical data.• Coordinating with both internal IT and Vortalsoft (Aspect dialer vendor) to troubleshoot and maintain proper telephony and dialer function.• Hold / attend strategy / staffing meetings with Servicing Managers.• Q.A. Recording / Monitoring and associated reporting.• Creating preview SKIP campaigns for agents using Intellec / Lexus-Nexis / Insight.• Projects: Complete migration from Aspect 7.01 to Aspect 7.1. The implementation of “Push to Idle”, limiting wrap time to 1 minute. Implementation of the “Click to Leave Message Button” project.• Management of Internal IVR, call routing, and automated payment system.• Writing training manuals / tutorials / Job Aids for agents, managers, and dialer analysts.

Greenville, South Carolina Area

Supervisor: Oletta Waller (864) 659-3519Responsible for ordering, testing, and troubleshooting T-1 (PRI trunks) and POTS lines.• Generation of T-1 orders through various ILEC Telecom Carriers Coordinated with the customer, equipment vendor, systems integrator, translations, data group, field, provisioning, sales engineering, ILEC/CLEC to ensure the customer’s service is cut over efficiently, in a timely manner, with zero to minimal interruption to customer’s service. • Pioneered provisioning of T-1 lines through new ILEC systems including DS1, UNE-L and HDSL. Verified CSR’s to ensure all numbers are being moved over or disconnected, depending on customer needs.• Testing T-1 lines through various types of MUX and DAX from LEC Colo to Smartjack on-site.• Did daily extensive trouble-shooting with LEC switch and colo techs and LEC testers (AT&T, Sprint, etc).• Wrote training manuals for Provisioning and WOT departments.• Headed the Telecom Service Priority Project for my department.

Greenville, South Carolina Area

Supervisors: Frank Salamone, Chris Gillie, Jessica Weinert (Imhof)Responsible for creating strategy and running predictive dialer campaigns for a 250+ employee call center, and all related aspects.• Designing and implementing call strategy for multiple departments on a weekly basis.• Call routing and internal workings of the Magellan, Touchstar, and Artiva dialers.• Set up training processes and job aids for agents.• Maintenance of Avaya phone systems.• Created and maintained extensive logs and tracked statistics of performance via Excel and Access.• Contribute to resident relations and assist in resident issue resolutions.• Coordinating with both internal IT and vendor to troubleshoot and maintain proper telephony and dialer function.• Imaging and repair of PCs.• Maintenance of Avaya phone systems.• Projects: Caller ID Locality Randomization. The creation of automated macros that significantly increases agent performance.

Greenville, South Carolina Area

Supervisor: John Spence - OwnerResponsible for installation and maintenance of high speed internet services for businesses in Western N/S Carolina Region. • Reviewing and qualifying business requests for ADSL. • Maintaining constant contact with BellSouth provisioning team until ADSL signal placed is provisioned.• On-site verification of signal, running of cable, and complete installation of software and hardware. This includes networking (such as proxy server and VPN) and router installation.• Perform server backup processes. Maintain department computer supply inventory and identify equipment that is unavailable or malfunctioning.• Maintaining post-installation relationships with customers by expediting and escalating service and repair problems with BellSouth.• Completed work unsupervised and exceeded expectations of efficiency and customer service.• Maintained honest and accurate Excel logs of time, materials, and fuel usage.