Operations Analyst Call Center

Christopher Oeppinger

Greater Tampa Bay, FL ***** 727-***-**** **********@*****.***

https://linkedin.com/in/christopher-oeppinger

Genesys Routing and Design Architect

Well-rounded technology professional with a blend of functional business skills and IT knowledge. Diverse hands-on experience across multiple industries, including banking, insurance, e-commerce, and broadcasting. Able to provide comprehensive enterprise-level internal and external support for cloud- based software solutions in Agile environments. Capable of interacting remotely with business users, development teams, and consulting leaders to troubleshoot and resolve system challenges in real-time. As Professional Services Consultant, SELECT Verizon HIGHLIGHTS Earned bonus for aiding customer (Sirius XM) with normalization of switches across six outsourced call centers; obtained Avaya vector directory numbers (VDNs) and recommended new core object settings. As Technical Operations Analyst, JPMorgan Chase

Sought out by former colleague to provide technical production support for migration project; identified faults and modified documentation to speed issue resolution, impacting success of over 20 upgrades. As Telecommunications Engineer, Select Portfolio Servicing (SPS) Conducted detailed analysis of call center software configurations, identifying strategies for system consolidation and optimization; created test plans, assessing automated call routing for reliability. PROFESSIONAL EXPERIENCE

Sabbatical

Interim Career Break 2023-present

Took courses on a variety of topics related to telecommunications industry following restructuring to new business model at Verizon. Obtained advanced training in routing, reporting, system administration, email, and web communications while seeking employment opportunities. Verizon

Consultant III Professional Services 2019-2023

As a full-time employee, configured, customized, and implemented cloud telephony solutions, optimizing agent queues and improving workflows. Identified root cause of system errors, researching and gathering data from global business process outsourcing organizations (BPOs). Collaborated with senior project leaders, engineering resources, and peers. Prepared data for migration and set up APIs, conducting detailed analysis and testing. Provided documentation and training as well as comprehensive reporting on system performance.

•Streamlined login and extension configurations for complex migration impacting seven different BPOs on behalf of client (Sirius XM), providing technical support during transition to AI-enabled Genesys Cloud.

•Reviewed call logs and obtained data from local exchange carriers to determine root cause of various circuit anomalies in conjunction with networking team; prepared findings and recommended optimal resolutions.

•Supported 10K international BPO agents, harmonizing processes during a complex multi-phased upgrade and setting up APIs for seamless integration with CRM, WFM, and analytics platforms. Core Strengths

Technical Product Support • Root Cause Analysis • Process Documentation • Training Cloud Migrations • System Configurations • Implementations • Integrations • Upgrades • Escalations Technology Scope

Cloud AI Telephony Solutions, Customer Experience ( CX ), Interactive Voice Response ( IVR) Automatic Call Distribution ( ACD ), CTI Call Routing, Call Analytics & Reporting, Workforce Management ( WFM ), Customer Relationship Management ( CRM ) Genesys Multicloud CX, Engage, PureEngage, WebRTC, SQL, PL/SQL, REST API, SharePoint Advanced Excel, Avaya, Cisco, NEC, Siemens, Nortel, AWS, Azure, GCP, AIX, AES Christopher Oeppinger – Pg. 2

727-***-**** **********@*****.***

Verizon (continued)

Consultant III Professional Services

•Developed advanced user forms, integrating WebRTC and OAuth technologies, creating intuitive drop- down menus that allowed agents to efficiently categorize data, saving time while reducing errors.

•Attended regular meetings in a hybrid Agile environment, suggesting strategies to improve call center efficiency and prevent faults; prepared standardized process documentation and provided agent training.

•Resolved a myriad of issues related to call routing, IVR, and soft-phone applications; earned recognition for contributing to 100% migration success with improvements in velocity and accuracy. JPMorgan Chase

Technical Operations Analyst Telecom Engineer 2008-2019 After serving as Telecom Engineer in a contract capacity as a member of the treasury production support team, hired aboard as a full-time employee in 2011 as Technical Operations Analyst. Developed new method for documenting issues based on real-time reporting. Audited switch configurations, identifying anomalies and making modification suggestions. Conducted testing and designed monitoring processes. Provided training to overseas resources, establishing updated procedures for operational support.

•Contributed to success of 20+ software upgrades that merged retail, credit card, and treasury divisions; contact center consolidations reduced system downtime, dramatically improving agent response times.

•Performed detailed analysis of IVR system, eliminating redundancies to boost customer experience; monitored IVR ports and created workspace solutions, yielding numerous performance enhancements.

•Provided results of switch audits to leadership, suggesting cadence for implementing modifications outside of peak production times; prepared detailed presentations to gain buy in from business leaders.

•Trained up to 10 resources on new documentation and issue resolution procedures, regularly adding concise, time-saving content to knowledge base to maximize team efficiencies.

•Conducted extensive testing of call center applications and systems to ensure robust performance prior to go-lives; identified areas of concern, preventing glitches throughout implementation process. Select Portfolio Servicing (SPS)

Telecommunications Engineer 2006-2008

Analyzed, tested, and implemented Genesys call center solutions for this mortgage servicing company. OTHER EXPERIENCE

Farmers Insurance

Telecommunications Contractor (10/2010-12/2010)

Conducted audits of routing environment and delivered strategic test plan to leadership during this brief contract engagement. Architected and documented necessary enhancements to improve Genesys infrastructure. Ensured reliability across multiple contact centers. WellPoint

Telecommunications Contractor (05/2010-08/2010)

Resolved issues performing system troubleshooting for this healthcare insurance company, Ensured minimal downtime while optimizing functionality for Cisco, Avaya PBX, Genesys, and Conversant IVR. EDUCATION & TRAINING

Bachelor of Science, Business Information Systems

University of Phoenix, Phoenix, AZ

Genesys Cloud Certified Associate (GCA)

Cloud Suite: Collaborate, Communicate, Contact Center, and Architect Additional career details available upon request.

Contact this candidate