Management Project

Patrick Taylor

resource mgt at Verizon

*.**********@*****.***

Experience

resource mgt at Verizon

May 2012 - Present (1 year 6 months)

• Directly responsible for monitoring, managing, networking and routing inbound call center traffic on a

regional and national basis for the National consumer sales and billing customers to ensure optimum service

levels including Public Utilities Commission mandated service level requirements by state

• Call routing/monitoring/forecasting /scheduling expertise in an inbound call center environment.

• Call routing/monitoring skills should include a working knowledge of the following systems: Genesys -IRD,

ICM-PACR, Avaya IPACD.

• Forecasting/scheduling and Analytical skills to include the ability to: Monitoring rep coverage, queue size

and service metrics in - IEX, EMPSX, Avaya CMS, CWI, ICR and Spectrum EA

Resource Management at AT&T

April 2007 - March 2012 (5 years)

• Motivated and supervised an outbound/inbound call center staff of 100 staff.

• Managing and reporting agents attendance and deviations

• Approving agents time off request

• Monitoring services level for center

• Working with excel to build reports and input data on daily reporting to directors and creating querying in

access

• Effectively and efficiently resolve all assigned order fallout, regardless of order type.

• Escalate issues to the appropriate level of management to ensure the matter is resolved.

• Schedule agents in the OMA Department.

• Keeping track of lunches and breaks for agents on canvas system

• Genesys –IRD- Interaction Management (Voice and Multimedia) through CIM, Telephony Solutions

through SIP Protocols, Volume Reporting (Real-Time) through CCPulse+, Workforce Management through

WfM.

• Provide wire line workflow analyst of the support for AT&T customers with IPTV, Internet and VoIP

Telephone using Clarify, OMS and AMDOCS-CRM applications.

• Working as an Analyst to analyzing the fallouts in between the OMS and its integrated systems.

• Agent Systems technical support.

• Support Order Management System (OMS) applications.

• Track all U-verse tickets

• Provide basic support, troubleshooting, and resolution for OMS applications

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Skills & Expertise

Requirements Analysis

Software Project Management

Vendor Management

Telecommunications

Business Analysis

Data Center

Program Management

Project Management

Troubleshooting

VoIP

Cloud Computing

SQL

Microsoft SQL Server

Oracle

Software Development

Education

DeVry University-Texas

Computer Technology/Computer Systems Technology, 2001 - 2003

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Patrick Taylor

resource mgt at Verizon

*.**********@*****.***

Contact Patrick on LinkedIn

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Contact this candidate