Experience

Universidad Nueva Esparta

• Venezuela
• Higher Education
• 1 - 100 Employee

• University Professor

  • Sep 2015 - Sep 2016

  Professor at Electronics Engineering School. Couses: - Calculus I - Analog Electronics I Professor at Electronics Engineering School. Couses: - Calculus I - Analog Electronics I



Etelix Group

• United States
• Telecommunications
• 1 - 100 Employee

• NOC Analyst

  • Feb 2016 - Aug 2016

  - Keeping the quality in the routes offered to the customers. - Monitoring, troubleshooting and prevention of failures on VoIP traffic platform. - Scheduling and performing tasks as requested by clients. - Provide operational monitoring and support of sales efforts. - Trouble ticket generation to report and to keep tracking the networking issues of the carriers. - Performing changes in the Routing according to improve the quality to the routes. - Maintain quality and… Show more - Keeping the quality in the routes offered to the customers. - Monitoring, troubleshooting and prevention of failures on VoIP traffic platform. - Scheduling and performing tasks as requested by clients. - Provide operational monitoring and support of sales efforts. - Trouble ticket generation to report and to keep tracking the networking issues of the carriers. - Performing changes in the Routing according to improve the quality to the routes. - Maintain quality and statistics of the route of each client (ACD & ASR). -Capture and analysis of traces to detect issues in the routes. Show less - Keeping the quality in the routes offered to the customers. - Monitoring, troubleshooting and prevention of failures on VoIP traffic platform. - Scheduling and performing tasks as requested by clients. - Provide operational monitoring and support of sales efforts. - Trouble ticket generation to report and to keep tracking the networking issues of the carriers. - Performing changes in the Routing according to improve the quality to the routes. - Maintain quality and… Show more - Keeping the quality in the routes offered to the customers. - Monitoring, troubleshooting and prevention of failures on VoIP traffic platform. - Scheduling and performing tasks as requested by clients. - Provide operational monitoring and support of sales efforts. - Trouble ticket generation to report and to keep tracking the networking issues of the carriers. - Performing changes in the Routing according to improve the quality to the routes. - Maintain quality and statistics of the route of each client (ACD & ASR). -Capture and analysis of traces to detect issues in the routes. Show less



Sumiprima C.A

• Venezuela

• Collection Analyst

  • Jan 2010 - Mar 2012

  - Responsible for collection follow up on 1-90 day delinquent accounts via phone, letter and e-mail. - Negotiate short term resolutions on past due balances. - Sending out demand and default letters as was needed. - Work with customers to resolve any outstanding account issues. - Provide management monthly reporting as it relates to aging receivables. - Provide primary backup for Customer Service area. - Responsible for collection follow up on 1-90 day delinquent accounts via phone, letter and e-mail. - Negotiate short term resolutions on past due balances. - Sending out demand and default letters as was needed. - Work with customers to resolve any outstanding account issues. - Provide management monthly reporting as it relates to aging receivables. - Provide primary backup for Customer Service area.



Vangent, Inc.

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Call Center Supervisor

  • Apr 2008 - Dec 2009

  - Providing day-to-day management and support to customer service staff. - Oversee personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Providing input into termination, compensation, and promotion decisions. - Monitor and evaluate customer service performance. Identifying operational issues and process improvements, and implements strategies to improve performance. - Monitoring call center… Show more - Providing day-to-day management and support to customer service staff. - Oversee personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Providing input into termination, compensation, and promotion decisions. - Monitor and evaluate customer service performance. Identifying operational issues and process improvements, and implements strategies to improve performance. - Monitoring call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal. - Communicating and enforcing company policies and procedures and develops and implements customer service performance standards. - Determine training needs and establishes programs. - Compile all customer service reporting requirements. Develops and analyzes reports, and financial data. - Investigate and resolve escalated customer service inquiries.

• Traffic Analyst

  • Jun 2007 - Apr 2008

  -Monitoring and managing inbound call traffic in a real time environment. -Monitoring real time agent production of dialer states and phone aux codes. -Reporting exceptions to supervisors and management when thresholds are exceeded. -Creating and analyzing reports, surrounding the blended (inbound and outbound) call environment that will be used for daily call center reviews and monthly forecasting. -Reviewing existing dialer strategies, analyzes campaign productivity and makes… Show more -Monitoring and managing inbound call traffic in a real time environment. -Monitoring real time agent production of dialer states and phone aux codes. -Reporting exceptions to supervisors and management when thresholds are exceeded. -Creating and analyzing reports, surrounding the blended (inbound and outbound) call environment that will be used for daily call center reviews and monthly forecasting. -Reviewing existing dialer strategies, analyzes campaign productivity and makes strategy recommendations to management based on historical performance. - Coordinating multiple departments on a daily basis, to ensure maximum productivity and efficiency for both inbound and outbound calls. - Supporting the Avaya Interaction Center application by troubleshooting issues. - Daily assignment and validation of agent’s skills within the CMS system. - Making mass agent adjustments based on specific strategies to acquire agents onto the dialer system and release them when finished. - Researching calling history on accounts to ensure compliance guidelines are being followed.