Work History
- Main administrator for the Dialpad call platform for the duration.
- Utilized Python and SQL to automate administration tasks.
- Leveraged APIs to ensure accurate and timely releases.
- Facilitated the migration of 700+ users from a previous call
platform to Dialpad.
- Maintained close working relationships with vendors and internal
management alike.
- Acted as the main point of contact for high level troubleshooting of
all call platforms in the company.
- Utilized Excel VBA and SQL to accurately forecast call trends to
assist in the hiring of new workers.
- Deployed schedules to hundreds of workers.
- Redesigned the process being used for forecasting ensuring a
variance of less than 5% when compared to actual call volume.
- Audited calls between our agents and customers for quality and
accuracy.
- Created dashboards for the team for assigning calls and monitoring
trends.
Skills
- 5 years Excel VBA
- 5 years SQL
- 4 years call platform administration
- 2 years Python
- 1 year HTML and CSS
- Expert in Excel/Google Sheets
Skills
- English (Fluent)
- Spanish (Advanced)