Customer Service Call Center

CHRISTOPHER CANNATARO

**** ****** ****** • Bronx, New York 10471

646-***-**** • **********@*****.***

VOICE SERVICES / TELECOMMUNICATIONS TECHNICIAN

Dedicated telecommunications technician with more than 17 years of experience in administering and management of telecommunications systems while maximizing performance and functionality. Proven project manager and technician who effectively leads teams by training employees, monitoring systems, and servicing end users. Continuously meet or exceed customer expectations while complying with established guidelines and requirements.

Telecommunications Systems • Voice Services • Project Management • System Maintenance

Team Leadership • Programming • Troubleshooting • Performance Evaluations • Employee Training

Communication • Lead Generation • Customer Service • Vendor Coordination • Problem Solving

Cisco (CUCM, Unity, Call Center, Cisco Telepresence, Jabber, Routing, polycom) • Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Pace University December 2021 – Present

Sr Voice Specialist: :

Responsible for Installation, troubleshooting, repair, and maintaining the Voice, Data, CATV, Video, and Wireless communication equipment on all campuses. Including equipment such as VoIP/analog telephones, conference phones, fax machines, modems, credit card machines, alarms, emergency phones, PSTN circuits, Cable TV equipment, Wireless Access Points, and Data Switches.

Gathering of necessary information for departmental ads, moves, or changes.

Maintain and updating database of user records containing information such as line extension, department, location, floor/room number, and station jack number.

Monitor and resolve Help Desk work orders.

Assist vendors when installing and field-testing equipment at all remote sites.

Monitoring the status of systems daily to ensure that they are up and running without errors or alarm indications.

Maintain parts and equipment inventory.

Converge One (contracted to Northwell Health) March 2021 – Present

Technician/Trainer:

Senior member of the Implementation team for the rollout of mobile medical devices.

Built the training guides for technicians and call center reps as related mobile devices.

Trained all new technicians and on call technicians for all hospitals.

Handle day to day maintenance, and programming of devices. Including Install, repair, and maintaining Voice, and Wireless communication equipment for all hospitals.

American Income Life, New York New York 2017- 2021

Insurance Agent

Provides affordable life insurance and supplemental health benefits to working families

Life Insurance sales representative

Responsible for the sales of life insurance, funeral insurance, mortgage insurance, and educational insurance.

Uber and Lyft, New York, New Jersey, Connecticut 2017- Present

Driver

ABC / DISNEY, New York, New York • 2005-2016

Telecommunications Manager/Tech

Lead daily operations for the Telecommunications Department east coast. Oversaw telephone Admin systems, Disney voicemail systems, call center\switchboard, and Disney Directories. Coordinated with vendors to order circuits and assist when installing and testing services. Worked with customers and end users to ensure optimal service and adherence to service requirements. Maintained Cisco Unity and Cisco Call Manager including routers, servers, PSTN circuits, and IP trunks, Call Pilot, and Cisco Telepresence. Handled monthly departmental voice billing using SAI billing system. Developed and implemented comprehensive training program for all phone and voicemail systems. Monitored employee performance to comply with guidelines and meet client expectations. Handled all equipment ordering, RMA and inventory. Assisted facilities in installing tv’s into offices.

Spearheaded management of phone systems from New York to Florida and as far west as Minnesota.

Participated and led Disney cutover to Cisco System from a Nortel CS1000

Coordinated and participated install all video conferencing rooms using both Cisco Telepresence and Polycom.

Ensured seamless operations despite staffing cuts.

Resolved and investigated issues related to voicemail systems.

Optimized performance by performing preventative maintenance for all NYC ABC / Disney buildings.

RIVERDALE PHARMACY, Bronx, New York • 1998-2012

Store Manager/Pharmacy Tech

Managed inventory for all prescription and over the counter medications. Assisted Pharmacists in filling customer prescriptions. Handled customer inquiries and ensured optimal satisfaction. Verified customer insurance through computer and telephone applications. Processed insurance claims and investigated claims marked suspicious. Streamlined communication between insurance providers and physician offices. Coordinated employee operations by establishing schedules. Administered all bank deposits.

WISE OPTICAL / OPTICARE, Yonkers, New York • 2001-2004

Senior Sales Executive

Generated more than $750,000 in annual sales while managing sales operations for distribution center. Coordinated with field offices and internal / external departments while providing exceptional customer service. Established and implement customer promotions and programs. Contributed to sales meetings, conferences, trade shows, and promotional blitzes. Managed customer call center department. Identified and investigated customer issues while monitoring agent calls. Provided administrative support as needed.

Maximized revenue and expanded sales territory by generating new business leads and opportunities.

Exceeded all monthly, quarterly, and annual sales goals.

Achieved recognition as top 5 sales person 2 years in a row.

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