Customer Service Real Estate

Steven Hamilton

***** ******** **.

Tampa, Fl. **625

Cell 813-***-****

Home 813-***-****

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

Software Experience

. Blue Pumpkin

. Aspect eWFM

. Avaya CMS Administrator

. Programming Languages known

. Java

. Android SDK

. C++

. C#

. VB.net

. VBA

. Office suite software (MS Office, OpenOffice)

. Windows, Mac, Linux OS

. Various video editing software (Adobe AfterEffects, Adobe Premiere,

VideoToaster)

. Various 2D editing software (Photoshop, GIMP)

Skills

. Excellent in customer service

. Extremely fast learner

. Excellent problem solving skills

. Networking

. Hardware installation/troubleshooting

. OS installation, including dual-boot and hard-drive partitioning

Accomplishments

. Automated CMS reporting on an on-report level. I have created

numerous CMS reports that follow a logical path to displaying

information, instead of just conditionally formatting the information

based on triggered events. For example, I created a site-wide CMS

script to only display an agent if they were on a call for over 30mins

or had been in ACW for at least 3 minutes. Due to jam-packed screen

real estate, this helped to keep the chaos of information to

reasonable levels.

. VBA User Defined Functions. In a need to take the textual data from

eWFM and convert it into a graphical and easy-to-read format, I

created a VBA user defined function to assess the raw data dropped in

from eWFM, and pull each agent's schedule out. It then looks for a

customizable set of aux codes and phone states, and will display an

agent's schedule graphically and color each aux state a different

color. The function will also look for Overtime and any work codes

associated with that, and will even display 3rd shift runover.

. VBA Macros. In order to satisfy a need we had to modify CMS agent's

skill information, I created an Excel spreadsheet that had a couple of

VBA macros written to allow the end user to place their CMS

login/password in the excel file, and enter a list of agent phone

logins, skill numbers, and skill levels. Then, the macros would

automatically log the user into CMS, contact the CMS SQL database, and

change the agent's skills as necessary. To expand upon this further,

I also included a link to our agent database that resides in Access,

so it would pull the agent names and Avaya ID's automatically, and

then another worksheet within the file held a baseline profile, as

well as five other "scenario" profiles. We then could pick the queue

we wanted to change, pick the profile to change to, and the file would

then setup every agent in that queue according to the profile we had

entered, which made for excellent mass-assigning of skills in order to

protect certain skills or ensure that all agents were back at their

baseline.

Experience

. HSN - May 2010 - current

. At HSN, I have been an inbound call sales associate, assisting

customers in purchasing orders, as well as placing those orders in

the ordering system. I also help with customer assistance and

account creation/management.

. CGS, Inc. www.cgsinc.com - October 2007 - current

. When I started at Computer Generated Solutions, I was an inbound

customer support representative that assisted customers with

Philips/Magnavox electronics. After one year of being with the

company I was promoted to their Workforce department and became the

first and currently most tenured Real-Time Analyst.

. CCT Solutions -2006 - 2006 (short-term contract)

. CCT Solutions contracted myself and a few others to train hospital

staff on a paperless electronic chart system they were implementing

at the hospital.

. Tampa Honda Land -2005 - 2006

. Here I was a delivery driver, and would transport parts from our

warehouse to the various body shops around the area, accepting

payment when necessary.

. Media Lab, Inc. www.medialabinc.com - 2004-2005

. At Media Lab, I was in charge of creating 3D renderings from

blueprints and other reference material for clients such as Beazer

Homes, M/I Homes, etc...

Education

. University of Phoenix www.phoenix.edu

. Digital Animation and Visual Effects School, Orlando, Fl.

www.daveschool.com

. University of Central Florida, Orlando, Fl. www.ucf.edu

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