Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Chad Von Der Tann

Audubon,NJ

Summary

Telecommunications Engineer with extensive background in different telephony systems and call center environments. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Major strengths include troubleshooting issues as well as phone system programming. Incredibly hardworking and dedicated employee with expertise in Avaya/Five9 phone systems demonstrated across 22 years of industry performance.

Overview

22
22
years of professional experience

Work History

Telephony/Lead Mtg. Application Support Manager

01.2024 - 06.2024
  • Conducted thorough risk assessments before deploying major updates or changes to production environments, minimizing potential disruptions to business operations.
  • Managed cross-functional teams for efficient application maintenance, ensuring optimal performance and minimal downtime.
  • Optimized system performance through proactive monitoring, identifying potential problems before they impacted users.
  • Developed comprehensive training materials for new team members, accelerating their onboarding process and increasing productivity.
  • Administrator/managed the Sales lead management system (Velocify)
  • Lead contact for any telephony changes (LiveVox) for PHH Lending.

Sr. Telecom Engineer Manager

01.2020 - 01.2024
  • Lead contact for any Five9 Telephony phone changes.
  • Maintained all PHH Lending Five9 call flows and was main administrator of the Five9 VCC for 200+ agents.
  • Supported business growth by collaborating closely with sales teams on custom telecom solutions tailored to meet specific business needs.
  • Implemented cost-saving measures by identifying inefficiencies in telecom systems and recommending targeted improvements.
  • Developed innovative strategies to improve overall team productivity and deliver high-quality results on time.
  • Managed vendor relationships effectively, negotiating contracts and ensuring timely delivery of critical components for projects.
  • Spearheaded efforts to maintain compliance with industry standards, regulations, and best practices in the field of telecommunications engineering.
  • Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
  • Installed, maintained and supported voice/data applications.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Call Center Manager

09.2016 - 01.2020
  • Managed and performed all telephony Avaya programming for PHH Lending.
  • Project owner of transitioning 350 call center agents on the PHH Lending side from Avaya to a cloud based telephony system (Serenova).
  • Implemented the onboarding of a new lead management system (Velocify) for 150 Sales agents and was assigned lead owner.
  • Ensured all Answer Rates were met and provided feedback on ways to be more efficient if needed.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.

Sr. Telecom Analyst

09.2013 - 09.2016


  • Performed all Avaya PBX programming changes for the company.
  • Spearheaded the migration of legacy systems onto modern platforms, ensuring seamless transition without impacting daily operations.
  • Provided expert guidance during critical system outages, coordinating recovery efforts across departments to minimize downtime.
  • Improved network security by conducting regular audits and implementing necessary updates or patches.
  • Developed and implemented all Avaya programming for multiple contact centers.
  • Managed all super routing plans within Verizon Network Manager.
  • Managed and maintained more than 10,000 toll-free numbers.
  • Processed and completed all phone related IT Service Now and Incident requests.

Business/Contact Center Analyst Telecommunications

08.2010 - 08.2013


  • Met with business weekly to review telephony set up and changes.
  • Completed all telecom service now and incident requests.
  • Developed and implemented test plans for programming changes and incorporated them into the change control process
  • Ensured all mortgage sales representatives were properly skill based on state licensing
  • Manage all sales queues to meet Service Level Agreements (SLAs).

Business Analyst Telecommunications

04.2005 - 08.2010
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Improved business processes by analyzing current practices and recommending optimization strategies.

Traffic Analyst Team Lead Workforce Management

02.2004 - 04.2005
  • Led team of Traffic Analysts to ensure all escalation procedures were being met.
  • Met with the business leadership daily to give updates on team player and queue performance.
  • Established a strong reputation for delivering high-quality work within tight deadlines, earning trust from both colleagues and clients alike.
  • Processed and completed all email requests to the Command Center department.
  • Developed, automated and maintained Centre Vu agent scripts for all lines of business
  • Monitored phone volumes for line of business and recommended appropriate changes to
    ensure SLAs were achieved

Traffic Analyst Workforce Management

08.2002 - 02.2004
  • Developed accurate forecasting models to predict future inbound phone traffic based off past patterns.
  • Monitored and managed inbound Avaya phone traffic to achieve the different lines of business SLA's.
  • Managed representative phone performance through Avaya Centre Vu and Blue Pumpkin applications.
  • Developed and distributed reporting to management to demonstrate answer rates, service levels, call volume, and other phone metrics.

Education

Bachelor of Science - Business Management

York College of Pennsylvania
York, PA
04.2002

Skills

  • Avaya Contact Center Programmer/Developer
  • Five9 Call Center Management/Administrator
  • Project Management
  • Velocify Lead Management System
  • Phone System Administration
  • Wireless Network Design
  • Call Routing
  • Troubleshooting & Problem Solving
  • Escalation Handling
  • Proficient in Microsoft Office
  • Call center environments
  • Vendor relationships
  • Leadership

Accomplishments

  • Telecom Project lead for programming all HSBC toll-free numbers and implementation of PHH's largest private label client.
  • Eliminated manual process to reset representative skills through automation of Avaya Centre Vu agent scripts.
  • Implemented CM6 Avaya phone system and migrated PHH sales department to the new system.
  • Transitioned PHH Jacksonville site to new office location and migrated them to CM6 Avaya phone system.
  • Automated all PHH intraday phone reporting for multiple lines of business.
  • Implemented and led project to onboard a lead management system which PHH never had previously. (Velocify).
  • Led PHH Lending cloud based telephony project to transition 300+ call center agents from Avaya to Serenova.
  • Successfully brought on 100+ Ocwen call center agents to our telephony system (Serenova) with the merger of Ocwen and PHH.
  • Led PHH Lending project to transition 200+ call center agents from Serenova to Five9's cloud based telephony system.
  • Trained more than 200 call center agents on using the Five9 Agent Adapter and other Five9 features.
  • Led PHH Lending project to transition 100+ call center agents from Five9 to Livevox's cloud based telephony system.

Timeline

Telephony/Lead Mtg. Application Support Manager

01.2024 - 06.2024

Sr. Telecom Engineer Manager

01.2020 - 01.2024

Call Center Manager

09.2016 - 01.2020

Sr. Telecom Analyst

09.2013 - 09.2016

Business/Contact Center Analyst Telecommunications

08.2010 - 08.2013

Business Analyst Telecommunications

04.2005 - 08.2010

Traffic Analyst Team Lead Workforce Management

02.2004 - 04.2005

Traffic Analyst Workforce Management

08.2002 - 02.2004

Bachelor of Science - Business Management

York College of Pennsylvania

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Chad Von Der Tann