Call Center It Support
Resume:
****************@*****.***
Wichita, KS 67205
ALE
OBJECTIVES
• Strong self-starter with 10 years in the call center industry. I possess strong analytical skills and have attention to detail. I have a history of productivity and successful project outcomes.
• Currently, I am looking to grow my skills in the call center industry within a progressive organization offering career growth.
EDUCATION:
AS – General Studies
Butler Community College
Friends University
Computer Science – BS 2016
Ascension Via Christi 2022-2024
Switchboard Operator
● Paging staff including Physicians, APRNs, Specialists
● Inbound/outbound calls stat pages, stat EKG pages
● Experienced in on-call schedules maintaining, creating and modifying
● Attention to detail for paging instructions with accuracy
● Experienced with traumas, blunt and penetrating, Code Blue, MVA, Acute MI’s and Rapid Response without error and with accuracy and sense of urgency Wolters Kluwer 2017-2020
• Product Owner/IT Support Supervisor
• Created and maintained project roadmaps
• Grew product resulting in sales
• Took escalation calls from inbound calls
• Managed a group of 21 call center representatives
• Chat and digital rep as necessary
• Recruited new hires / managed internship program
• Responsible for annual staff performance reviews
• Hiring and necessary performance improvement plans for staff Koch Business Solutions
2016-2016
Technical Project Manager
• Managed VMWare / Storage (SAN) Projects
• Completed Office 365 Cloud Platform OneDrive project within 10% of 3 MM budget. • Providing leadership during the implementation of IT related projects ensuring costs and schedule are managed within scope.
Provided project management services teams on a number of work requests and projects over last year.
• Maintained documentation for all teams in my group and all projects, facilitated periodic project specific meetings with stakeholders for status and issue resolution, and produced meeting minutes. • Obtained team LOE and project delivery target commitments for upstream management reporting and capacity planning.
February 2015 – 2016
Disaster Recovery / Business Continuity
Process Documentation Analyst
o Responsible for supporting the production staff in executing documentation of production process and technical manuals. Assigned the responsibilities of reviewing and checking documents to ensure accurate flow and content.
• Efficient preparation standardizing & implementing organizational templates; updating Functional Tests / DR Plans.
• Execution of Business Continuity planning, on customer-facing projects. I.e. FHR and various business units within FHR.
• Streamline the process of gathering and compiling data, drafting the documents, editing, submission and record keeping of the documentations.
Speedy Group Holdings Corporation Information Technology Software Quality Assurance November 2013 – December 2015
• Developed / executed test cases and scenarios; generated data to thorough test complex POS system.
• Requirements gathering for Third Party Collection Agency software.
• Lead Technical Project: Implementing automatic E-Oscar Credit Bureau Program
• Saved 9,600 annual man hours and $105,000 annual costs.
• Performed manual testing of 3 diverse environments maintained in one POS system. I.e. US, United, Kingdom, Canada.
I worked in an agile development environment with a 4-week release cycle. Full understanding of SDLC.
• Involved in developing test strategy, test plan and test case documents.
• Collaborated daily with Business Analysts, Software Developers for bug reviews and participated in QA meetings.
• Proactively came up with innovative methods to improve software quality, test coverage, efficiency. • Initiated quality assurance strategies, which included improved testing procedures (Example, automating • Collections processes saved 480 hours on an annual basis)
• Interacted with Software Developers for requirements Analysis, design reviews, testing and documentation for application developed in agile environment. Responsible for Database Testing using MS SQL Server.
Ad Astra Recovery Services Inc. Collection Supervisor 2009– 2014
• Strong knowledge in Collections and billing procedures Reviewed team member’s performance coaching insights to areas of improvement, facilitated monthly training.
• Prepared monthly individual Development plans for team of 34+
• Monitored skill level of staff and provided necessary training.
• Increased dollar collected metric by 20% on newly acquired team while simultaneously increasing dollar • collected per hour ratio by 23%.
• Contributed an additional $77,656 in total amount collected through
• Enhanced performance and increase in productivity metrics (highlighted above). • Effectively increased productivity percentages in a 3 month time span through coaching and developing staff to meet performance expectations.
Decreased Dialer Busy time by 10.62. Decrease in Wrap % by 19.34%. Lead Collector for clients: Speedy Cash, Rapid Cash, Net Pay Advance Exceeding metrics by surpassing goal of $16,500 exceeding goal by recovering $42.500 totaling amount recovered $59,000.
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