Experience

ChaseData Corporation

• United States
• Telecommunications
• 1 - 100 Employee

• Client Success Manager

  • Jan 2018 - Present

  Tier 2 tech support, Project Management, Client Success Manager Tier 2 tech support, Project Management, Client Success Manager



Strategic Link Consulting

• United States
• Financial Services
• 1 - 100 Employee

• Contract Dialer Operations Supervisor/Manager

  • Nov 2017 - Dec 2017

  - Handle daily loads to Five9 dialer system from SSRS system as well as from TranDotCom and Ladder Credit. Daily loads include lists for sales/marketing and pre-collections departments. - Stand up Campaigns, along with associated IVR’s for inbound systems. This includes setting up both campaigns, campaign profiles, IVR’s and list mapping from scratch. - Familiarize through interaction with Five9 staff on any aspects of domain workings that company may have questions on or need extra training for. - Supplying management with call recordings as requested from storage, ensuring that they’re posted within service requirements and secure. - Utilization of all corporate systems to support function of Five9 Dialer functions and dissemination of that information to team members. - Certified Five9 Administrator. Show less



Equifax

• United States
• Financial Services
• 700 & Above Employee

• USIS IES System Administrator

  • Feb 2016 - Oct 2017

  - Interact daily with Inside Enterprise Sales Leaders to ensure the Automated Telephone Dialing System (ATDS) technology utilized by the sales teams, is increasing productivity, reducing operating costs, and improving the quality of each contact that supports the organization goals in order for growth - Work with Noble Systems, in order to maintain/improve technology performance - Provided Support during roll out of TCPA solutions with continued support and monitoring after roll out to ensure success of the solutions. - Leverage knowledge obtained through Noble Systems Corporation certification program to enhance and support Equifax's sales center cloud based technologies. - Continually enhances and supports Equifax's inside sales division data and technology platforms to enable sustainable growth. - Works close with sales and development teams to pull reports from the technology platform and identify meaningful trends. - Provide system admin support (Password, basic troubleshooting) - Provide tech support for account owners within inside sales - Create reports based off of data analytics - Obtained Lean Six Sigma Yellow belt certification - Created training materials for account managers, team managers, and dialer team to support each section's role within the dialer - Desktop support where it affected dialer operations - Trained account managers, team managers, and dialer team on various facets of the system as needed. Additionally conducted train the trainer sessions to bring departmental trainers and management up to speed on functionality Show less



GreenSky®

• United States
• Financial Services
• 300 - 400 Employee

• Dialer Supervisor

  • Mar 2014 - Nov 2015

  - Build and maintain all daily campaigns based on business rules & strategic dialing attributes - Create, maintain and analyze reports on an intra-day/hourly, daily, weekly, monthly and yearly basis to monitor performance of strategies, agents, lists, campaigns and health of system performance - Monitor key performance indicators in real time to access performance of associated systems, agents, and campaigns - Proactively look for more streamlined processes in dialing processes - Data mining - Prepare presentation for the purpose of business review - Build, model and maintain and follow our extraction strategies and Call Selection Lists(CSL’s) based on projected inquiry volumes, projected staffing levels and hours of operations or legally mandated calling restrictions based upon state licensing requirements - Created training materials for agents, team managers, and dialer team to support each section's role within the dialer - Desktop support - Trained agents, team managers, and dialer team on various facets of the system as needed. Additionally conducted train the trainer sessions to bring departmental trainers and management up to speed on functionality Show less



Community Loans of America

• United States
• Financial Services
• 200 - 300 Employee

• Dialer and inventory administrator

  • Apr 2011 - Aug 2013

  - Issued credentials for dialer and collections systems, including distribution of inventory to personnel as necessary. - Trained and guided fellow employees in techniques for proper dialer management. - Utilized knowledge of collections objectives to leverage dialer and inbound technologies. - Performed regular and ad hoc reporting on the dialer to determine dialer performance and which measures to implement to further increase production. - Developed reporting to cover revenue and expenses associated with and from dialer production. - Worked to update reporting to ensure greater precision and reliability. - Worked with vendors to ensure that dialer production issues had minimal impact on center production. Show less