ad2buh@r.postjobfree.com KELLER

SUMMARY OF QUALIFICATIONS

Experienced and highly skilled Avaya telecommunications trainer with over 40 years of training and public speaking experience in the Telecom and Customer Service industry.

Work with a diverse range of customers and vertical markets; Including but not limited to Enterprise, Hospitality, Education, Medical, Financial, and Government.

Travel throughout the U.S. (no travel limitations)

Outstanding interpersonal, presentation, customer service, and technical troubleshooting skills.

Great customer Service skills

CERTIFICATIONS &

SKILLS

Certifications:

Avaya Aura Communication Manager (CM), Call Management System (CMS), Aura Messaging, and Intuity Messaging.

Train on all the following platforms or areas

On-site and Remote training

Avaya PBX- Avaya Aura Basic and Advanced System Administration, All End-user telephones, including Attendant Consoles, Conference & Softphones, All aspects of One-X (installation, configuration, & training)

Avaya Voicemail – Avaya Messaging (voicemail) System Administration and End-user,

Avaya Call Center- CMS Call Center basic administration, CMS CentreVu Supervisor, Call Center Elite Multi-Channel (EMC), Contact Center Express (CCE), Call Center Agent

PDLS- Avaya product license administration and software downloads

Cisco – End-user telephones and UC voicemail

Other Offerings

Customized guides and videos- Design customized user guides for every customer. Also, develop customized training videos.

Implementation Support -Work closely with install team during cutover and first day of business to assist with “on-the-fly” programming and troubleshooting, provide end-user set design and station reviews, provide PBX and Call Center system design and cutover testing, and anything else needed to insure customer satisfaction.

Customer Satisfaction Excellence

Improved customer satisfaction from 72% to 97% at Converged One

Improved customer satisfaction rate from 78% to 99% at XETA

WORK HISTORY

CERTIFIED AVAYA TRAINER, TSS INC.

2/20/2017 to Present

CERTIFIED AVAYA TRAINER, CONVERGE ONE

12/15/2009 to 2/20/2017

CERTIFIED AVAYA TRAINER, XETA TECHNOLOGIES

4/15/1999 to 11/24/2009

EDUCATION

B.A. BUSINESS ADMINISTRATION & MANAGEMENT, ARIZONA STATE UNIVERSITY

1972 to 1976

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