Customer Service Development

Paulo José dos Santos

** ***** ***, *******

Rua Ademir Fernandes, 309 – Mirante de Jundiaí - CEP 13214-595 – Jundiaí – SP Tel. residencial: +55-11-244*-****.

Celular: +55-11-939*-****.

E-mail: *******@*****.***

Objective

Work in segment of telecommunications development for contact centers. Professional Skills

Extensive experience in application development IVR (Voice Response Unit). Strong experience with teamwork, leadership and logical thinking.

Relative experience

Since 02/205 - Self Emproyee.

Since 11/2010 up to 02/2015 – Interaxa Brasil SA.

Role: Technical Manager, responsible for development and operations teams. Team management for various customer service projects in the implementation of IVR and CTI projects, with completion of the script development of the URA's customer service, Genesys GVP platforms 7.x 8.x.

02/2007 up to 11/2010 – DDS Telecomunicações Ltda. Role: Development coordinator, working in the technical coordination team and development of IVR applications for the operator Vivo.

Performing implementation of IVR projects, the URA's developing scripts for customer service, promotions, quality and outbound, Genesys GVP platforms, Avaya / IVR Designer and GMK Vtalking.

2002 up to 2007 – EMBRATEL/Brasilcenter/VÉSPER

Role: Sr Systems Analyst, performing the CTI application development, application development, IVR In / outbound, Avaya platforms, GMK, Intervoice and TecNet. Gensys system administration (Genesys Framework).

2000 up to 2002 - EDS.

Role: CTI Analyst for Vesper (company), making the development, implementation, management and support systems in the Call Center environment. Custumização flows through the call-management software call center (Nortel-Symposium). Creating applications for service in GMK-URA.

Report development through access to SQL databases, Oracle, DB2 and Sybase, used in the production environment of the call center.

1997 up to 2000 – NATURA COSMÉTICOS (PJ).

Role: Technical consultant in different IT areas as installation, maintenance and support of LAN, WAN and Telephony (PABX and network structured cabling SYSTMAX of AVAIA / Lucent). Coordination of the maintenance team in developing schedules, layout, configuration of network equipment.

Education

Electric Engineer with Telecommunications Specialization from Faculdade Politécnica de Jundiaí.

Languages

English – Advantage Level .

Spanish – Advantage Level.

Portuguese – Fluent.

Certifications

Certificate in Genesys Voice Portal – GVP 7.6 – Genesys Brasil. Certificate in GMK – URA GMK development applications. Certificate in MCSE – Curso Windows Network Management Knowledge

Genesys Voice Portal – GVP.

Avaya IVR Designer, developer.

Vtalking Alcatel Genesys GMK, developer.

CTI Genesys platform (Framework).

Java Development (JSP).

Visual Basic/.NET, Delphi, developer.

BD Oracle, MS SQL Server, PHP e MySql.

Symposium (Nortel), Windows Server 2008 R2.

Linux/Unix Ware/Solares/AI-X Adm.

Congress

SpeechTek 2011 – New York/USA.

SpeechTek 2012 – New York/USA.

VBC San Francisco 2013 – San Francisco/USA.

Training

Genesys - Composer October 2011 - San Francisco - CA - USA. Workshop Best Practice IVR VUI - SpeechTek 2012 - New York - USA. English Course - School CSL San Francisco 2013 - CA - USA.

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