Marisa Banes
IT Consultant & Application Analyst | Contact Center Programmer at Arcturus Strategic Consulting- Claim this Profile
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English Native or bilingual proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Jim Curcuru
Marisa was very good to work with. Understood concepts quickly and always looked at development from the user and customer perspective.
Bill Haack
This letter is to recommend Marisa Banes. Marisa is of strong character and work ethic. I had the pleasure to work with Marisa this year at LiveVoice. Marisa proved her value to the company in many ways, perhaps none more evident than her excellent problem solving skills and communication skills. Her strong work ethic and leadership skills were exemplary. One of her core strengths is the ability to communicate effectively and ‘bond’ with people at every level – from a rep on the floor to our Clients Senior Executive contacts. I can honestly say that she was one of the most respected people at LiveVoice. Marisa is hardworking, strategic, analytical and very talented in the programming area. She has my highest recommendation, and I am happy to furnish more details.
Jim Curcuru
Marisa was very good to work with. Understood concepts quickly and always looked at development from the user and customer perspective.
Bill Haack
This letter is to recommend Marisa Banes. Marisa is of strong character and work ethic. I had the pleasure to work with Marisa this year at LiveVoice. Marisa proved her value to the company in many ways, perhaps none more evident than her excellent problem solving skills and communication skills. Her strong work ethic and leadership skills were exemplary. One of her core strengths is the ability to communicate effectively and ‘bond’ with people at every level – from a rep on the floor to our Clients Senior Executive contacts. I can honestly say that she was one of the most respected people at LiveVoice. Marisa is hardworking, strategic, analytical and very talented in the programming area. She has my highest recommendation, and I am happy to furnish more details.
Jim Curcuru
Marisa was very good to work with. Understood concepts quickly and always looked at development from the user and customer perspective.
Bill Haack
This letter is to recommend Marisa Banes. Marisa is of strong character and work ethic. I had the pleasure to work with Marisa this year at LiveVoice. Marisa proved her value to the company in many ways, perhaps none more evident than her excellent problem solving skills and communication skills. Her strong work ethic and leadership skills were exemplary. One of her core strengths is the ability to communicate effectively and ‘bond’ with people at every level – from a rep on the floor to our Clients Senior Executive contacts. I can honestly say that she was one of the most respected people at LiveVoice. Marisa is hardworking, strategic, analytical and very talented in the programming area. She has my highest recommendation, and I am happy to furnish more details.
Jim Curcuru
Marisa was very good to work with. Understood concepts quickly and always looked at development from the user and customer perspective.
Bill Haack
This letter is to recommend Marisa Banes. Marisa is of strong character and work ethic. I had the pleasure to work with Marisa this year at LiveVoice. Marisa proved her value to the company in many ways, perhaps none more evident than her excellent problem solving skills and communication skills. Her strong work ethic and leadership skills were exemplary. One of her core strengths is the ability to communicate effectively and ‘bond’ with people at every level – from a rep on the floor to our Clients Senior Executive contacts. I can honestly say that she was one of the most respected people at LiveVoice. Marisa is hardworking, strategic, analytical and very talented in the programming area. She has my highest recommendation, and I am happy to furnish more details.
Credentials
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Exam 761: Querying Data with Transact-SQL
MicrosoftJul, 2019- Nov, 2024 -
MTA: Database Fundamentals - Certified 2018
MicrosoftSep, 2018- Nov, 2024
Experience
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Arcturus Strategic Consulting
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United States
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Business Consulting and Services
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1 - 100 Employee
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IT Consultant & Application Analyst | Contact Center Programmer
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2017 - Present
Founded a successful consulting firm delivering programming and IT services to clients in many industries including healthcare, call centers, management consulting and more. Leverage robust knowledge of contact center operations with programming skills in Amtelco 1Call and Amtelco Infinity, other Amtelco products (Intelligent Series, Genesis, Soft Agent, Telephone Agent, miTeam Web, Mergecomm, HL7 Integration, miSecure Messages; VOIP/SIP & Call Routing), SQL and Python to deliver a comprehensive suite of services: programming, scripting, training, reporting & more. Think creatively and solve problems. Perform requirements gathering, design, deployment and on-going enhancement requests. Create and enhance data-driven reporting including design and implementation of reporting dashboards. ￭ Lead software implementations, elevate reporting, improve analytics and ensure PCI compliance for clients in the contact center industry in diverse roles as an SME, programmer, consultant and salaried employee. ￭ Elevated performance on a Deloitte consulting project for UNC Health (via Coddington Group) to deliver bespoke scripting, programming, troubleshooting, problem resolution and end-user training as SME for Amtelco 1Call and SQL. ￭ Details on additional projects available upon request. Technology Contact Center Systems: Amtelco 1Call & Amtelco Infinity: Intelligent Series, Genesis, Soft Agent, Telephone Agent, miTeam Web, Mergecomm, HL7 Integration, miSecure Messages; VOIP/SIP & Call Routing Software: FortiClient VPN, Microsoft Office Suite (Access, Excel, PowerPoint& Word), Office 365, Microsoft SQL Server Management Studio, Microsoft Active Directory, Microsoft Visio, SQL Server Management Studio (SSMS), Salesforce, ServiceNow CRM, Sisense, Sisense Prism (& Dashboards), Visual Studio & Zendesk Qualifications: MTA: Database Fundamentals Certification | Querying Data with Transact-SQL Certification Programming Languages: ASP.NET, HTML/CSS, SQL, XML & Python Show less
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Appletree Answers
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United States
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Telecommunications
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1 - 100 Employee
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Account Development Programmer
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Feb 2011 - 2017
Leveraged broad contact center experience, technology affinity and attention to detail to meet timelines on deliverables in a rapidly changing environment. Onboarded, programmed and maintained new and existing client campaigns (scripts). Performed design and troubleshooting of SQL queries to add functionality to scripts; coordinated with IT and reporting teams to ensure accurate call data collection. ￭ Promoted 2x in 3 years to a role with programming and script development. Exceeded job duties, taking the initiative to learn Microsoft SQL Server Integration Services (SSIS) to elevate performance.￭ Improved team performance by storing procedures in SQL and training other agents to do so rather than sending the project to the Reporting/Business Intelligence team, streamlining processes while elevating customer service. TechnologyContact Center Systems: Amtelco 1Call & Amtelco Infinity: Intelligent Series, Genesis, Soft Agent, Telephone Agent, miTeam Web, Mergecomm, HL7 Integration, miSecure Messages; VOIP/SIP & Call RoutingSoftware: FortiClient VPN, Microsoft Office Suite (Access, Excel, PowerPoint& Word), Office 365, Microsoft SQL Server Management Studio, Microsoft Active Directory, Microsoft Visio, SQL Server Management Studio (SSMS), Salesforce, ServiceNow CRM, Sisense, Sisense Prism (& Dashboards), Visual Studio & ZendeskQualifications: MTA: Database Fundamentals Certification | Querying Data with Transact-SQL CertificationProgramming Languages: ASP.NET, HTML/CSS, SQL, XML & PythonStrengthsAnalytical Thinking – Reporting & Analysis – Script Writing – Operational Reports – Report Design & Development – KPIs – Call Center Scripting – Communications Systems – Query, Manage & Report Data – Resolving Discrepancies – Root Cause AnalysisSQL Scripts – SSIS Packages – Staff Performance Metrics – Project Management – Daily/Weekly/Monthly Reporting – Key Metric Results – Stored Procedures – Call Centers – Attention to Detail – Relationship Management Show less
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Team Leader (2010-2011) | Telephone Agent (2008-2010)
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Jul 2008 - Feb 2011
Monitored hourly performance metrics as team lead to ensure delivery of SLAs, making real-time staffing decisions to balance labor costs and performance metrics. Demonstrated exceptional problem solving, relationship management and customer service skills while acquiring experience in a call center/contact center/answering service environment.Promoted in just 14 months from entry-level call center to Team Leader based on positive, “can-do” attitude, approachable demeanor and enthusiasm for teamwork. Performed monitoring and troubleshooting Ultracomm & CopiaFacts.￭ Rapidly acquired extensive front-end experience in a call center environment to fuel success in Tier 1 and Tier 2 support.￭ Demonstrated extensive problem-solving skills including learning to dispatch messages on the fly during an interruption of internet service – taking initiative to train coworkers despite being the most junior agent on the shift. ––––––––––––––––––––––––Additional experience in administration and project management in a foundational role with OfficeTeam.Stored Procedures – Call Centers – Relationship Building – Attention to Detail – Relationship Management – Rapidly Changing Environments – Dashboards – Data Migration – Custom Reports – Inbound & Outbound Call Centers – Customer Contact Centers – Answering Services – Software Implementation – Troubleshooting – Teamwork – Retrieving, Collecting & Reporting Data – User Training – Customer Service – PCI Compliance – Accreditation – Data Analysis – Call Center Trends – Relational Databases – Quantitative Analysis – Data Models – Agile Methodology – Qualitative Analysis – Database Table Relations – Data Extraction – Business Intelligence Tools – End-User Training – Assisting Scheduling & Forecasting – Data Trends Show less
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Education
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Northern Kentucky University
Bachelor of Music, Music Performance, General
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