Margarita Bravo-Mullen

** **** ***.,

North Arlington, NJ 07031

acvped@r.postjobfree.com, 551-***-****

SUMMARY: Call center engineer, and leader, with over 25 years of diverse hands on experience in telecommunications field, specializing in call center related technologies. Committed to increasing customer satisfaction, identifying key areas of improvement, using system process analysis and data analytics with complete knowledge of telecommunications business rules analysis, and call center planning and configuration. Worked to support large system implementations, system integrations, including skill based routing, IVR system enhancements and integration, CRM application integrations, and third party enterprise call center technologies, such as Genesys, Verint, Mercom, Virtual Hold, Aspect, interallia, and Siemens, Phone mail, Meridian mail, Symon Wallboards, NICE, Avaya CA, and Siebel. Successfully coordinated and managed project implementation, vendor requirements, milestones for the completion of telecommunication system deployments, and upgrades.

PROFESSIONAL EXPERIENCE:

EmblemHealth, Call Center Engineer (‘99 – Present) New York, NY

Formerly, GHI (Group Health Incorporated), and HIP health plans of NY.

Day to day operations include: configuration of call center requests based on end user business requirements.

Daily handling of incident tickets related to call center routing and configuration. Working with EH project (EPMO) teams, on project implementation requiring Call center technical support and development. Required to work with all areas of IT on telecommunication integration, root cause analysis and problem resolution.

Initiated and organized end user and telecom discussions aimed at streamlining business requirements during open enrollment season. This initiative eliminated the confusion, and backlog of telecommunications requests during open enrollment.

Recent Projects

Human Resource menu and call center configuration requiring the translation of business objectives into a Solution based Menu and call center design. Provided technical team with project action points, and maintained project timeline documentation. Attended regular departmental project meetings, and managed business expectations by providing information, regarding the required tools, resources and training necessary for a successful deployment.

Installation of PPO Customer Service Genesys reports and routing enhancement. Responsibilities included hosting Customer service and Vendor meetings to discuss project scope, deliverables, milestones, and maintaining design and project documentation. Developed and designed a plan allowing Customer service to test production configurations prior to implementation, minimizing the risk to the business. Identified and coordinated efforts for project completion between IVR, Telecom, Vendor, and CRM systems. Configured all PBX, and Genesys call center objects, including working with the vendor to copy and modify a Genesys routing strategy. Configured the new components required to route calls to the Verint customer survey System.

Spearheaded and coordinated initiatives to inventory and review configurations with call center end user groups in Melville, NYC, Florida, Ohio, and North Carolina. This work was required in order to streamline processes and provide updated telecommunications diagrams and information transfer.

Designed, configured, and document Genesys call center routing and skill configurations.

The EH HMO call center Migration to Genesys was a large project scope requiring intricate design, development, and testing. Coordinated efforts with Unify (Genesys Vendor), IVR, ESAWS CRM, Verint survey teams and customer service, meeting aggressive timelines and a successful deployment. Configured All PBX call center VDNs and vectors. Configured all Genesys call center objects, including Route points, virtual queues, updated transaction tables, and Virtual agent groups. Designed and reconfigured Verint Survey routing strategy and skills to work with the new migration. Project was completed on time and within budget.

Received EmblemHealth Platinum Excellence award for work related to this project.

Created Genesys routing, mapping Genesys call center skills to the New Verint survey system. The New Verint surveys implementation required using in house IVR application as a VXML adaptor that received KVP call data and sends it to Verint in a VXML format. Verint matches the data to provide the appropriate survey based on the attached data received.

Designed configured and implemented new Genesys Skills required by Customer Service. Action items including creating all PBX VDNs, Vectors, and all Genesys objects, Route points, skills, Virtual Queues, Virtual agent groups, and updating the Genesys routing, IVR transfer, and Survey transactions tables.

Received Emblem Gold Excellence award for work related to this project.

Worked with project teams to develop, design, integrate, and implement the EH Chase bill pay application. EH Bill Pay allows members to pay health care bills using a secure EH and Chase bank IVR application. Responsibilities included creating routing strategies designed to work with the CS agents CRM applications flagging non-authenticated IVR calls with Key data required for bill pay authentication. Telecommunications features involved using carrier “take back and transfer services” enabled on published bill pay toll free entry numbers.

Additional Projects

Worked with IVR teams, Esaws CRM teams, customer Service, and the EPMO teams in the planning and implementation of the new Emblem Health IVR Application. Responsible the Call center configuration, and integration. Coordinated testing efforts related to connectivity and integration issues.

Call center engineer responsible for creating alternate call routing strategies and Call processing strategies to restore call center operations after Hurricane Sandy.

Designed, Created, and implemented, Genesys routing strategies for use with the Verint Survey system.

Participated in the Design and installation of new Avaya PBX and related call center applications for 2500 user multi-site installation. Worked with the project team to migrate Call center applications to Avaya systems. Authored and provided system Visio call flow documentation in preparation of the PBX replacement. Worked with Vendors and project team to successfully integrate Aspect IVR, Esaws CRM, Genesys call center application into Avaya.

Assisted in the completion of RFP to replace Legacy GHI PBX systems. Participated as part of a project team in the data gathering required for the evaluation of RFP responses.

Designed, documented and configured EmblemHealth emergency call routing system for the NYC and Syracuse call centers. Worked to train telecommunications team on how to invoke.

Designed, documented and configured EmblemHealth Call Center applications to support the New EmblemHealth Brand. Spearheaded and coordinated efforts with EmblemHeath call center departments to define and configure business requirements related to the New EmblemHealth Brand.

Worked with the Aspect IVR team to record new voice segments for the EmblemHealth product launch.

Worked with the Siebel team, and the Genesys vendor to successfully integrate Siebel CRM and call center applications.

Designed, documented and configured EmblemHealth Call center configurations to support the MAPD and Guildnet product line.

Worked with Aspect IVR team, Esaws CRM and Siemens Vendors, to upgrade the Genesys Lab environments to Version 7.0 in preparation for the production upgrade.

Worked with Aspect IVR team, Esaws CRM and Siemens Vendors, to upgrade the Genesys production Call Center environments to Version 7.0. Responsibilities included project management, creating project documentation and action timelines.

Worked with the Siemens account team to duplicate the Nortel Environment and implement Siemens PBX and call center System for Medicare Division.

Worked with GHIHMO department to design and implement Aspect IVR application and Genesys Call center strategies. Documented IVR and Call Center applications, as well as updated and maintained project plans. Recorded all of the Voice prompts for the GHIHMO Aspect IVR applications.

Designed, configured, and implemented Siemens HiPath call center routing for New Government Program Skill, RDS.

Documented and supported move of the New York City Call Center from West End Ave, to 441 9th Ave.

Participated in the Design and installation of Multi-Site 300 user Genesys call center installation and Integration with Siemens HiComm PBX and ACD application, including Aspect IVR integration, and Siebel 6 CRM application rollout.

Participated in the Design and installation of Multi-Site Siemens PBX and Call Center installation project for GHI which included; New York 9th Ave., 1500 users, New York, West End Ave., 200 users, Syracuse, NY, 200 users, Albany NY, 120 user, Buffalo NY, 20 user.

Participated in the Design and installation of a 250 user and call center Nortel PBX installation of Government Programs Division of GHI.

Telecom Interim Staffing, Telecommunications Engineer (1998-1999) New York, NY

Assigned to Tommy Hilfiger NYC and handled all telecommunications request for service, software configuration, cross connects, installs, ACD configurations and installs on Siemens PBX. Worked on all aspects of New Siemens PBX install.

Columbia University, Design Supervisor (1990 – 1998) New York, NY

Designed Planned and Configured Rolm Phone mail Call Processing Menu applications. Provided management and user community with detailed call center application flow charts. Managed installation project of 67 site Campus security system on NYNEX/Bell Atlantic intellipath network. Managed, coordinated, configured, and trained the 105 user Centrex to Rolm/Siemens installation known as the 90 Morningside project.

Configured and coordinated all administrative voice and DCM date telephone moves, adds, and changes for an 18,000 user campus phone system. Performed Site Surveys, providing planning assistance to departments interested in new installations, Call Center installations, and reorganization of their telecommunications environments. Department Liaison to the user community. Coordinated Bell Atlantic request for installation of analog, Centrex, digital Centrex, and Intelepath lines.

Participated in System Software requirements and the design of a Custom Dbase program facilitating the tracking of departmental work requests. Part of a team of individuals responsible for the redesign of WCS-Westinghouse communication billing software application, customized for Columbia University, Office of Communication Services.

Laventhol and Horwath, Telecommunications Consultant (1988-1990) New York, NY

Participated in the Planning and installation of a 2,500 line multi-location telecommunication system installation at Bronx Lebanon Hospital. Worked as part of a team in the planning and installation of a 500 line telecommunications system at South Hampton Hospital. Programmed the Northern Telecom SL1 to facilitate daily moves, adds, and changes for the New York office 1,000 line system. Coordinated all requests for toll free service, and installations.

TECHNICAL EXPERTISE

2012 Genesys University Framework 8 Foundation

2012 Genesys University Framework 8 deployment

2009 Strategic Products and Services Basic ACM administration

2007 Genesys University 2007. Framework Overview

2007 Genesys University. Framework installation and Configuration

2005 Siemens CU_85 HiPath ProCenter 5.1 Design Administration

2004 Blue Pumpkin Director Enterprise

2004 Siemens HiPath ProCenter 4000 ACD Administrator

2004 Siemens Troubleshooting ACD Reports

2001 Genesys University, Certified Genesys Engineer

1997 Siemens HiComm 300 E CS Business view Call Center Management Systems

1995 Rolm Phonemail Call Processing and System administrator software networking

1995 Rolm Education 9751 PBX ACD training (Rel.9005.1.75)

1992 MACSTAR – 5ESS

1991 Rolm 9751 Data Systems Seminar

1991 Rolm Education 9751 System Management Training

1991 Westinghouse Communication – Telephone Management System

1991 Frontline Leadership – Management training Certification

2009 Strategic Products and Services Advanced Avaya Site Administration

Backoffice Systems: Microsoft Word, PowerPoint, Visio, Excel, and Microsoft Project.

LANGUAGES

Spanish: Near Fluency (Read, Write, Speak)

EDUCATION

LaGuardia Community College Long Island City, NY

Dean’s List 1989

University of Phoenix (2007-2009)

3.5 GPA

References available upon request

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