Customer Service Manager

DWAYNE E. REQUENA

*** ** ***** ******, ***** Miami, FL 33168

Cell: 305-***-**** / Email: ************@*****.***

MIS Specialist

Contact Center Consultant Technical Service Specialist Account/Operations Management

Customer service delivery specialist with robust technology & information delivery background.

Skilled at exceeding customer expectations and delivering excellence. Proficient at working within

geographically diverse teams of professionals to exceed operational goals while maintain a

consistent record of measurable growth and success. Professional coach, trainer and motivator of

people, possessing the vision and creativity to guide & mentor. Seeking a technical services role

where the following areas of education and expertise can be tactfully applied.

Specialized Knowledge & Skills

• Ability to learn complex software tools quickly.

• Understanding of PCs, Networks, Operating Systems, Databases, Telephony, Software

Applications, and ACDs.

• Strong customer service and teamwork skills. Professional demeanor to maintain and

enhance customer relationships.

• Ability to use professional concepts and company policies and procedures to solve routine

problems.

• Ability to develop resolutions to problems of limited scope and follow standard practices and

procedures in analyzing situations or data from which answers can be readily obtained.

Applications/Certifications

Universal Systems Expertise

• Microsoft Windows Operating Systems; Win XP, Win 7

• Microsoft Office Applications (Advanced); MS Word, MS Excel, MS PowerPoint, MS Access,

MS Publisher

• Certified Application Training; Aspect Quality Management, VoIP Fundamentals and

Troubleshooting, Unified IP Telephony Configuration, Unified IP Outbound Fundamentals,

Unified IP Inbound Fundamentals, Unified IP Troubleshooting Fundamentals, Unified IP

Historical Reporting Essentials (DataViews), Unified IP Installation and Configuration, Unified

IP System Management Essentials.

• Amdocs Reporting Tool - the reporting tool use to log and track different trouble tickets in

detail, opened by customers to resolve issues within the Unified Communications Solutions

Contact Center Software.

• Unified Command and Control (UCC) – a Contact Center Software comprised of different

applications used in coherence with each other, developed by Aspect to support inbound and

outbound calls, call routing, automated answering systems, as well as, but not limited to

automated dialing systems.

Professional Experience

ADVANCED TECH SUPPORT - 4800 T-Rex Avenue, Suite 350, Boca Raton, FL 33431

Tier One Support Technician, Inbound Call Experts Feb 2013 –to- Present

• Provide remote technical and application problem resolution and escalation assistance

• Diagnose, troubleshoot, repair and debug complex computer systems and software.

• Respond to situations where end users have failed to isolate or resolve problems in

malfunctioning equipment or software.

• Gain knowledge of customers' technical environment. Document and verify reported

problems.

• Provide effective and consistent communication to management, peers and team members

in support of customer.

NOVA SOUTHEASTERN UNIVERSITY - East Campus

Help Desk Technician, Temp, University Call Center Dec 2012 –to- Present

• Provide technical and application problem resolution and escalation assistance related to

Nova Southeastern University applications.

• Knowledge of Banner, WebSTAR, Sharklink, Sharklearn.

ASPECT SOFTWARE - 300 Apollo Drive, Chelmsford, MA 01824

Sr. Technical Support Engineer, Unified Communications Solutions Mar 2008 –to- Jun 2012

• Provide remote technical and application problem resolution and escalation assistance

related to Aspect products.

• Diagnose, troubleshoot, repair and debug complex computer systems and software.

• Respond to situations where end users have failed to isolate or resolve problems in

malfunctioning equipment or software.

• Gain knowledge of assigned customers' technical and business environment. Document

and verify reported problems.

• Troubleshoot and resolve issues utilizing all available tools, resources and

documentation.

• Provide effective and consistent communication to management, peers and account team

in support of customer.

• Working knowledge of main Aspect products and strategy.

UNIVERSITY OF BELIZE - Belmopan City, Belize

Associate Lecturer, Faculty of Information Technology July 2003 –to- July 2005

• Lectured courses within the Information Technology Department ranging from Introduction to

Computers, Microsoft Office Applications, and Operating Systems to Management

Information Systems.

• Prepared and disembarked approved Syllabus to 4 different classes per semester with each

carrying a class load of 30 plus students.

MINISTRY OF AGRICULTURE & FISHERIES - Belmopan City, Belize

Director of Business and Entrepreneurial Development, DCCU Apr 2002 –to- July 2003

• Manage 3 Field Officers who identifies, meet and supports Farmers and members of local

cooperatives.

• Promote, develop and support market-driven, economically viable and ecologically sound

micro-enterprises.

• Worked in collaboration with local Credit Unions to identify and secure small Business loans

for Farmers and members of local cooperatives, in efforts to promote and build their

enterprises.

• Advised and disseminated best practice information to Farmers and members of local

cooperatives, so as to promote sustainability, and maximize profit with their small

businesses.

• Identify local and international markets where Farmers and members of local cooperatives

can effectively promote and sell their goods and services, as well as assisting them in getting

their products on the market or where it needs to go.

•

Education

Florida Memorial University, Miami, Florida Jan 2007 –to- April 2008

Master of Business Administration, General Management

3.59/4.0

Florida Memorial College, Miami, Florida Aug 1997 –to- May 2000

Bachelor of Science, Management Information Systems

3.93/4.0 - SUMMA CUM LAUDE

Saint John’s Junior College, Belize City, Belize Aug 1993 –to- May 1995

Associate of Business Administration

Achievements/Activities/Services

• Chair (2002/2003), Human Resources Development Committee, Ministry of Agriculture,

Fisheries and Co-operatives, Government of Belize .

• Senior Class President (1999/2000), Florida Memorial College.

• Vice President (1999/2000), Alpha Phi Alpha Fraternity Incorporated, Delta Psi Chapter,

Florida Memorial College.

• Honors: President’s List, Dean’s List, National Dean’s List, All-American Scholar

• Honor Societies: Alpha Kappa Mu, Delta Mu Delta and National Scholars Honor Society

References

Shane Hill, Operations Manager

Avaya Communications

Former Manager at Aspect Software

Cell: 469-***-****

Deplan Maurice

Aspect Software,

Telephony Expert (Advanced Tech Support)

Cell: 305-***-****

Brian N. Phillip, Financial Aid

Nova Southeastern University

Former, Director at FMU (Manager)

Cell: 305-***-****

Contact this candidate