Velma Toliver Email & Phone Number

Mount Airy, North Carolina, United States

Greensboro/Winston-Salem, North Carolina Area

Provided support for call center. Functioned as primary support for Winston-Salem and San Juan, Puerto Rico offices and secondary support for work-at-home employees. Assigned phone numbers for call center employees in Winston-Salem and San Juan offices. Worked on urgent requests, special projects, and issues requiring in-office support. Set up new employees, clients, and phones in Cisco phone system and Genesys. Made changes to existing clients or set up new clients in Virtual Hold system. Set up work-at-home employees in RedSky for 911 dialing. Maintained master list of employees and assigned telephony equipment. Troubleshot issues with individual phones. Served on-call for issues across all call center offices. Supported AT&T RouteIt for toll-free number routing. Assigned new toll-free numbers for clients. Troubleshot and opened tickets with AT&T.• Supported internally developed tool CS Pro by resolving trouble tickets and checking settings on PCs. • Offered support for annual enrollment, enrolling employees of clients in benefits for next year. Attended planning meetings for increased hiring across all offices and vendors. Placed additional phones on floor and built Pulse templates specific to annual enrollment.• Implemented multi-channel contact center, transitioning from Siemens phone system to Cisco phone system, including gathering requirements, setting up new clients and employees, distributing phones, and testing.• Contributed to telephony side of San Juan office relocation.• Implemented virtual hold system to allow callers to schedule appointments, hold place in line, or continue to hold, saving telephony costs.• Set up clients in virtual hold to alleviate high call volume due to office closures after hurricanes in San Juan, The Woodlands, Texas, and Orlando, Florida.• Contributed to project to move all clients from CCPulse to Pulse.• Provided support for Cisco office phone systems.

Greensboro/Winston-Salem, North Carolina Area

Assigned tickets to Accenture and assisted with prioritizing requests. Provided technical and business expertise on assigned projects, including Unix shell scripts, PL/SQL scripts, and PeriPro coding. Peer-reviewed and tested service requests to ensure accuracy. Wrote functional specification documents and test plans to implement Interactive Voice Response applications and web services. Configured call routing for clients. Functioned as liaison between business and multiple vendors (Echopass, Accenture, The Process Music & Sound Design). Wrote PL/SQL that applied business rules for Interactive Voice Response applications. Supported Vantive, a customer relationship management tool. Made configuration changes for new and existing clients, data imports using SQL Loader, and troubleshooting of issues.• Provided statistical reports of data out of Vantive utilizing Crystal Reports 9 and Oracle stored procedures. • Transitioned all clients from Aon systems to Hewitt systems, working closely with Hewitt on providing requirements for transition. • Collaborated with Echopass to transition toll free numbers, data, and call recordings to Aon. Supported clients at Echopass.• Performed thorough testing of all applications moved to Echopass.• Transitioned 95 clients to and completed 25 reports on Oracle On Demand. Contributed to transition back to Vantive overnight before call center opened next day.

Greensboro/Winston-Salem, North Carolina Area

Enhanced and maintained existing Interactive Voice Response programs in PeriPro as well as developed new programs. Integrated programs with PL/SQL packages. Replaced back-end system and switched to using Visual Basic classes instead of PL/SQL. Provided support for Visual Basic classes. Designed and developed website that provided easy access to a variety of statistical reports.

Greensboro/Winston-Salem, North Carolina Area

Administered defined contribution plans for various clients, including 401(k) plans, profit sharing plans, and ESOPs. Balanced trust accounts and prepared financial statements for assigned clients. Performed ADP/ACP testing, calculated minimum distributions, and compiled data for preparation of Form 5500.