Call Center Resolution Specialist
Resume:
STEVEN AUBERT
Dallas, TX
Securitas Dallas, Texas 03/2023 – 08/2024
Service Resolution Specialist
Work with CX and Dispatch to coordinate/schedule/confirm Vendor Meets.
Run/export daily reports to find open service orders.
Work with CX/research to find solutions/options, schedule/reschedule technicians, keep tickets moving and ensure they are completed on time or with an alternate resolution.
Ensure fire inspections are done/complete and reports are sent to CX.
Follow up with backordered parts for ETAs and to ensure the right part has been received and documented on the ticket.
Liason between multiple customers and Stanley to ensure "no ticket left behind/undone."
Teleperformance Dallas, Texas 09/2018 – 2/2023
Trainer
Utilizes Adobe Connect to conduct training classes from 20 – 35 students
Teach train-the-trainer classes
Supervise agents in on-the-job training and nesting
Develop guides to assist with the management of classes
Conduct one on one coaching and training sessions to identify performance gaps and coaches to improve behavior
Responsible for troubleshooting agents’ computers to insure they can access training
Major League Baseball (MLB) Arlington, Texas 03/2017 – 08/2018
Replay Headset Tech (Consultant-W2)
Setup and test replay communications equipment prior to game and during games
Provide communications support to umpires for replay calls during games
Perform post game breakdown and securing of communications equipment
Provide support of setup of media equipment as required
PepsiCo Plano, Texas 10/2016 – 12/2016
Senior Training Analyst (Consultant-W2)
Develop materials used to deliver training via multiple mediums including instructor led, web-based, or self-paced training
Support ongoing metadata maintenance and process documentation updates for Configuration Management
Prepare end user communications and support organizational readiness planning and execution related to Configuration Management project scope
Effectively ‘translate’ technical details into materials that were consumed by technical and business end users
Partner with SMEs in the development of testing scripts for system test and user acceptance testing
Develop materials in a manner that effectively considers Global end user audience
Effectively document and communicate both technical and functional/process scope
Measure, track, and evaluate employee progress through the training curriculum to assess if the individual is ready to perform the needed work.
Frontier Communications Allen, Texas 03/2016 – 09/2016
Internet Help Desk Call Center Trainer (Consultant-W2)
Facilitates a class of 25-30 Call Center Agents in systems training, product knowledge, day to day operations and sales training for a four-week curriculum.
Apply multiple training tools (participant guides, job aids, PPTs, demonstrations) to deliver training.
Measure, track, and evaluate employee progress through the training curriculum to assess if the individual is ready to perform the needed work.
Assist in evaluating trainees' performance via observation, assessments and/or classroom exercises.
nPower Dallas, Texas 10/2015 – 03/2016
Student Gained hands on experience working with Software as a Service (“SaaS”) platforms
Gained knowledge of new ServiceNow features and unused module functionality to drive platform expansion and adoption
Learned to create and use ServiceNow dashboards to provide self-service analytics to assess the business impact of incidents
Communicated ServiceNow processes, operations and capability information
Facilitated training for 10 students on ServiceNow ITSM module
Studied and performed practical applications within ServiceNow to demonstrate helpdesk and fulfillment processes.
IMARKANT, INC Lewis, Texas 6/2013–10/2015
Business Analyst Consultant
Elicited business requirements from business area stakeholders using workshops, interviewing techniques, business process descriptions, document analysis, user stories, and task/workflow analysis.
Served in the role of project coordinator which included facilitating weekly meetings and monthly reviews with sponsor.
Performed market research and assisted in selecting legal team.
Briefed prospective clients on our product offerings and conducted training sessions for clients
JP MORGAN CHASE Lewisville, Texas 5/2011– 3/2013
Instructional Design
Conducted analysis, design and evaluation, and revision of instructional programs for a new mortgage software program.
Created training materials to support numerous lines of business (e.g. servicing, sales, originations and default).
Leveraged SharePoint to coordinate, track and report on utilization of key training metrics.
Trained other instructional designers on use of the SharePoint application.
Evaluated Visio process workflows prior to developing training materials, and identified workflow gaps.
Conducted train-the-trainer programs on newly designed courseware.
MYERS CONSULTING COMPANY Garland, Texas 10/2010 – 3/2011
Project Manager/Business Analyst
Conducted gap analysis to ascertain discrepancies between business requirements and system capabilities.
Developed business and functional specifications, business analysis plans, process models, user stories, traceability matrices, user guides and training material.
Collaborated with stakeholders and functional team members to define, design, and deliver strategic solutions that met critical business needs.
Created and managed task management tools, led project teams, coordinated meetings.
Consulted on website layout and design and product selection. Conducted testing on website software.
Evaluated new projects.
PEROT SYSTEMS – 2300 W. Plano Parkway, Plano, Texas 2/1996 – 5/2009
Senior Training Specialist
Healthcare Team (Training Specialist Consultant) 2/1996 – 5/2009
Managed training, development and mentoring of 150 business analysts/technical staff and multiple healthcare clients.
Provided classroom and web-based instruction to 193 client facilities, and trained over 2,300 students
Increased client retention by being flexible and adapting to clients training needs.
Built online options to save client costs and enable training at remote locations.
Produced training materials for nine major application subsystems that included claims, providers, authorizations, membership, benefits, brokers, billings and accounts receivable.
Designed training materials and created standards for materials. Coordinated training for 12 clients.
Worked directly with project teams to ensure timely implementation of training.
Coordinated rollout of risk management application to 120 hospitals, collaborating with risk managers.
Catholic Healthcare West (Training Specialist Consultant) 4/2004 – 5/2009
Developed training materials for content management system
Generated training materials for content management system and performed training to support 73 Catholic Healthcare West (CHW) facilities with over 300 students.
Gathered requirements to develop training materials
Worked directly with project teams to ensure timely implementation of training
TENET Healthcare (Training Specialist Consultant) 1996 – 4/2004
Provided training for custom applications to include claims processing, content management system, SharePoint and other custom applications
Trained over 2,000 students with class sizes ranging from five students to 30 students
Developed and taught web-based classes to save client money and ensured training of remote sites.
Created training materials for content management system, claims processing system and SharePoint
Formulated train-the-trainer programs/course critiques, analyzing course feedback/introducing improvements
Service Desk Manager
Directed day-to-day operations for Level I and Level II call center. Monitored ticket tracking and call logs to ensure SLAs were met. Prepared weekly status reports (metrics) for internal staff and clients.
Reduced daily ticket volume by 30 percent and staffing levels by 35 percent while meeting all SLAs.
SOFTWARE TOOLS:
Microsoft Office, Content Management Systems, SharePoint, AMISYS, Remedy, Oracle, Adobe Presenter, MS VISIO, Adobe Connect, Sales Force
EDUCATION:
Bachelor of Science AF Academy, Colorado Springs, CO
MILITARY SERVICE
United States Air Force, honorably discharged
ACCOMPLISHMENTS:
Air Force Productivity Award, 1996
Information Technology Infrastructure Library (ITIL) V3 Foundation certified
ServiceNow ITSM System Administration certified
Auto Independent Adjuster Certification (AIAC)
TRAINING:
DOULUS Project Management Certification Course, Successful Project Management, Instructional System Design, Basic Instructor Course, Leadership Workshop, GTO-Encore Presentation Skills, Introduction to Oracle, Master Instructor Certification (USAF)
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