DANIEL RIZETE

Toronto, Canada adjf9d@r.postjobfree.com 647-***-****

SUMMARY

I have over 13 years of experience working in telecommunications and developing integrations to automate and help systems work better. Moved by complex projects and issues that need creativity to deliver an excellent experience based on the user's needs.

KNOWLEDGE AND STRENGTHS:

• Hands-on contact centers and IP voice systems, as Avaya, Skype, Genesys, Nice and Convergys

• Programming languages: C #, Java, ASP, Oracle Developer, Python and Visual Basic

• Knowledge in Webservices (Rest and SOAP), manipulation of XML and JSON objects

• Applying good practices coding to get the best performance in Applications

• Knowledge in IT governance, ITIL, PMP and Agile

• Self-driven learning and always searching for new technology trends

• Easiness in finding solutions for problems and projects architecture

• First Canadian experience: working on Loblaws interacting with customers, helping with anything they need

EXPERIENCE

Dialer Contact Manager

Financial Debt Recovery Limited (FDR) September 2020 until now

• Responsible for Dialer's best practices and performance.

• Creating improvements for all campaigns focusing on the best results for the collector's department.

• Developed BI using the platforms API, SQL Server, and several development languages (PowerShell, Java, JavaScript, PHP, Python).

• Created effective KPIs and design custom reports for managers and CEO.

• Hands-on all telecommunication systems and services.

Telecommunication Analyst

Tivit February 2018 - December 2019

• Hired to develop an IVR platform supporting service desk automation

• Created integrations for automatic password reset, ticket consultation in Service Now system and construction of tasks using integration with RabbitMQ. These new auto attendants reduced contact center costs by 15%.

• Implemented the Genesys PureCloud and PureConnect (former Interactive Intelligence) platform, designing all integrations between Avaya PBX, Media Gateway, Genesys and IBM Watson.

• With the success of the integrations produced, I developed a chatbot for service desk issues, using IBM Watson with Node-Red and working with Scrum methodology to build automation with other systems. With this implementation, the contact center costs decreased by 10%.

• In addition to the chatbot automation, I designed the BI of all service desk calls, including digital media (IVR, chatbot, conventional chat) and analog media (telephony), using SQL Server and Power BI.

Telecommunication Analyst

Fidelity National Information Services August 2015 - January 2018

• Worked as a multifunctional telecommunication analyst with several technologies

• Focused on IVR support and development with Genesys and DNK (Brazilian technology company) technologies

• Improved IVR banking services integrations achieving 50% of efficiency in customer self-serve

• Delivered new front-end pop-up for inbound and outbound calls, integrating with all types of CRM, reducing agent handle time in 10 seconds

• Developed customization on systems for PCI compliance (Payment Card Industry Data Security Standard)

• Studied and learned new technologies based on business opportunities in terms of innovation.

Software Engineering Consultant (Contract)

Convergys August 2014 - August 2015

• Provided training, coaching and support for developers and analysts using Convergys products and assisted basic users to become power users

• Created and developed IVR flows to several POC helping pre-sales bringing news clients to the company

• Leaded partners and customers with project management delivering best results

• Worked closely with R&D in Dallas (USA) and Manchester (UK) creating product enhancements for solution architecture design

• Worked by demand with Dallas development team.

Professional Services Analyst at Unify

PSM Company November 2013 - August 2014

• Worked in a customer service remodel project for the most important government bank in Brazil (Caixa Economica Federal)

• Created new solutions and integrations in IVR flow for credit cards clients using Convergys Voice Portal, ASP and JavaScript

• Leaded new projects for outbound dialer guiding the client for the best strategic solutions

• Designed whole voice solutions for smaller companies.

Professional Services Analyst

Teleperformance June 2011 - March 2013

• Leaded the implementation, maintenance and update of Aspect system with direct reports to the management

• Built integrated applications in several languages, such as Java, C#, ASP and Node.js to automate systems already in use in the whole technological environment

• Studied customer service business to find new opportunities such as dialer deployment, IVR, segregation of mailings, dialing strategies, etc.

• Conducted meetings with clients presenting new solutions based on their needs

• Attended training for first and second level teams

• Controlled the technological environment, such as the capacity for new projects, the server's performances, update patches, etc.

EDUCATION

Bachelor of Business Administration

Universidade Anhembi Morumbi

Telecommunications Technician

Minor in Engineering • SENAI

VOLUNTEER WORK

Organizer Project VAI PRO ROCK 2014 - 2018

Organization of festivals sponsored by the VAI (Valorização de Iniciativas Culturais) program of the City Hall of São Paulo, earmarked to beginning rock bands from São Paulo, intending to promote and disseminate the independent music scene.

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