Experience

Road Scholar

• United States
• Travel Arrangements
• 300 - 400 Employee

• Application Developer

  • Nov 2023 - Present

• Senior Operations Engineer

  • Nov 2021 - Nov 2023

  • System Administrator - Unified Communication System (Genesys Cloud) • System Administrator - Salesforce

• Operations Engineer

  • Jul 2017 - Nov 2021

  Boston, MA Under supervision of Director, IT Operations, responsible for ensuring applications are functioning and performing as required. Accountable for high-quality execution, operational excellence, and delivering technology solutions that meet business needs. Hands-on technical position with Subject Matter Expertise (SME). Expert support with an emphasis on analyzing and troubleshooting. • Ensure high-quality Tier 2 support efforts across the organization, providing expertise and guidance… Show more Under supervision of Director, IT Operations, responsible for ensuring applications are functioning and performing as required. Accountable for high-quality execution, operational excellence, and delivering technology solutions that meet business needs. Hands-on technical position with Subject Matter Expertise (SME). Expert support with an emphasis on analyzing and troubleshooting. • Ensure high-quality Tier 2 support efforts across the organization, providing expertise and guidance regarding system implementation and functionality. • System Administrator - Unified Communication System (CIC/PureConnect). • System Administrator - Salesforce • Proactively communicate with business users/IT on activities such as coordinating upgrades, communicating upcoming features, and ensuring installations are running smoothly. • Reactively communicate with business users/IT to solve support tickets with transparency and efficiency. • Troubleshoot and resolve complex technical problems with systems that often include application, database, and server problems; executes processes and activities that focus on restoring service after an incident occurs. • Monitor system performance and reliability to maintain high availability, load balancing, and satisfactory response time; work with managed services and colleagues to resolve performance issues. • Perform complex configuration, change management and testing activities to support a service-oriented architecture and integration between applications, including installing new software releases and system upgrades, evaluating and installing patches, and conducting application migrations, refreshes, and restores. • Monitor CIC/PureConnect and Salesforce queues to ensure tickets are getting appropriate response time and resolution • On call for emergency issues 24/7

• Contact Center Application Specialist & Enterprise Application Analyst

  • Jul 2014 - Jun 2017

  Lowell, MA Dual-Role reporting to both IT and Contact Center Operations. Oversee all aspects of Interactive Intelligence's CIC Unified Communication System (now called Genesys PureConnect). Supervise and coordinate the analysis, evaluation, development, testing and implementation of software applications supporting the operation of Road Scholar’s contact center, including call routing, workforce management, call recording, reporting and analysis. Oversee the analysis of user needs and make… Show more Dual-Role reporting to both IT and Contact Center Operations. Oversee all aspects of Interactive Intelligence's CIC Unified Communication System (now called Genesys PureConnect). Supervise and coordinate the analysis, evaluation, development, testing and implementation of software applications supporting the operation of Road Scholar’s contact center, including call routing, workforce management, call recording, reporting and analysis. Oversee the analysis of user needs and make recommendations for modification and improvements. Maintain servers, work with phone vendor to troubleshoot telecom issues. Provision phones for agents to work remotely. • System Administrator - Unified Communication System (CIC/PureConnect) • Led Implementation of Unified Communication System (CIC/PureConnect) • Led Implementation of Web Chat • Led Implementation of ACD Routing of Generic Objects (Service Requests, Emails) • Led Implementation of Data-Driven Routing and Bulls-Eye Routing • Researched Hold Music/Messaging, Selected Vendor and Implemented • Trained Phone Agents on Remote Software (LogMeIn Rescue) to Better Troubleshoot Technical Issues • Regularly Led Upgrades of CIC to Stay Current

• Workforce Analyst II

  • Mar 2011 - Jun 2014

  Lowell, MA • Develop and analyze reports on workload, systems and advisor performance. Facilitate Participant Services quarterly incentive plans for advisors to increase scorecard results. Recognize advisor metrics trends and report issues with Inbound Supervisory Team and Training Manager. • Provide technical assistance for user-end systems, both staff and customers. Collaborate with Marketing and Infrastructure Services to improve usability for customer technology access points including the… Show more • Develop and analyze reports on workload, systems and advisor performance. Facilitate Participant Services quarterly incentive plans for advisors to increase scorecard results. Recognize advisor metrics trends and report issues with Inbound Supervisory Team and Training Manager. • Provide technical assistance for user-end systems, both staff and customers. Collaborate with Marketing and Infrastructure Services to improve usability for customer technology access points including the website and social media. Recommend technology solutions. Maintain Participant Services web resources. • Working with Operations Director, support and maintain all inbound phone systems routing for Lowell, Boston and Brattleboro. Define call routing to maximize advisor skillsets and meet or exceed service level objectives. Provide 24-hour support, as needed, in the event of emergency outages to support critical operations. • In the absence of the Operations Director, assume responsibility for all aspects of workforce management and Call Center operations. • Make sound business decisions based on situational events with a strong focus on customer satisfaction, creating a culture of participants who are promoters of the Road Scholar brand. Always consider the big picture.

• Registration Advisor

  • Dec 2009 - Feb 2011

  Lowell, MA • Manage inbound calls by delighting our participants and providing a high level of customer service, as defined by a positive attitude, an efficient and adaptable approach, a polite, caring, and professional telephone manner. • Drive additional sales by offering the appropriate programs, and using cross-selling and handling objections techniques. • Educate participants on services, programs, and policies. • Use all contact points as a potential sale by offering appropriate… Show more • Manage inbound calls by delighting our participants and providing a high level of customer service, as defined by a positive attitude, an efficient and adaptable approach, a polite, caring, and professional telephone manner. • Drive additional sales by offering the appropriate programs, and using cross-selling and handling objections techniques. • Educate participants on services, programs, and policies. • Use all contact points as a potential sale by offering appropriate resolutions and high-touch service. • Satisfy or exceed performance standards/expectations in accordance with the values and philosophy of the organization and the goals, objectives and metrics of the position. This includes offering our programs, reaching our fundraising goals and adding prospective customers to our mail list. • Turn potentially negative situations into positive outcomes by offering appropriate alternatives, effective problem- solving techniques and exemplary service. • Serve as an ambassador for the company, and further customer relationships. • Think creatively, make well-executed business decisions and suggestions that focus on delighting our participants, enhancing our efficiency and service, and increasing our enrollments. • Generate enrollments through an understanding of our participants and a creative application of available information to solve problems and increase sales. • Make outbound calls, when necessary, to convert to enrollments. • Successfully increase our mailing list by asking for customer referrals on every call. • Increase our revenue by explaining our not-for-profit mission and asking for donations on every call. • Assist Support and Management staff in the completion of projects and Support tasks when the call volume allows.