Work History
Education
Skills
Documentationsoftware
Industries
Resumelink
Process
Projects
Accomplishments
CLIENT LIST:
Timeline
Generic

Marc Travena

Bothell,WA

Work History

  • Created functionality in the IVR and iPhone and Android apps, that allowed corporate customers admins to listen or page thru the the phone data usage of the group(s) they are admins of
  • They could hear or see the group on an individual basis
  • It allowed offenders of usage to be turned off temporarily during the billing cycle
  • Priority routing was created for issues the admin may have had and needed to talk with a representative
  • I’ve done projects where we installed CTI vendors (Genesys and Avaya) and passed data to other legs of the call, as well as creating screens for the agents
  • I’ve done many projects where we have expanded CTI and Omnichannel functionality
  • Not only expanding self service functionality thru our software, but cutting the average handle time by increasing communication between the service apps and the agent (usually thru agent screen change/and or additional data passed from the self service application)
  • Implementation of speech recognition from DTMF
  • Implementation of custom reporting
  • Migration from one IVR platform to another
  • Been multiple vendor migrations
  • Numerous billing migrations that affected call center technology (usually corporate buyout/merger like T-Mobile and Sprint)
  • Part of team that designed and implemented a custom development tool that allowed you to render both IVR, Iphone, Android, and chat apps
  • The tool allowed you to build IVR and smart phone front end forms, transfer functionality, chat functionality, and dynamic logging for reporting
  • Automated Business functionality: Billing, Payments, Sales, Order status, Usage, account status, account maintenance, equity sales, claims and claims status, Theft and other security issues I’ve worked on projects that are both in the corporate end client space, as well as the individual consumer workspace.

Education

Bachelor of Science - Biology

Arizona State University
Tempe, AZ

Skills

  • Java
  • JSP
  • Perl
  • SQL
  • Shell Scripting
  • COBOL
  • AWS (Lambda, RDS)
  • Custom Reporting Solutions
  • Canned Reporting
  • Creating technical documentation such as Object, Class, Sequence and Entity-Relationship Diagrams
  • Application Call Flows & Workflows
  • Excellent Problem-Solving & Communication Skills
  • Training & Development
  • Analytical & Critical Thinking
  • Data Analysis
  • Data Mapping
  • Test Case Scenarios
  • Product development
  • Project Management
  • SQL & Databases
  • Traffic Analysis
  • Workflow Analysis
  • Technical Writing
  • Consulting
  • Strategic planning
  • Release Planning
  • Business Development

Documentationsoftware

  • JIRA
  • Word
  • Excel
  • Google Docs
  • Google Sheets
  • Visio

Industries

  • Telecom
  • Banking and other financial services
  • Insurance
  • These are my main industries, but I have done work for other sectors of our economy.

Resumelink

https://www.indeed.com/jobs?q=ivr&start=20&vjk=9bbd568b4328243a

Process

  • Agile
  • Scrum
  • Kanban
  • User Stories
  • Waterfall

Projects

created functionality in the IVR and iPhone and Android apps, that allowed corporate customers admins to listen or page thru the the phone data usage of the group(s) they are admins of. They could hear or see the group on an individual basis. It allowed offenders of usage to be turned off temporarily during the billing cycle. Priority routing was created for issues the admin may have had and needed to talk with a representative. I’ve done projects where we installed CTI vendors (Genesys and Avaya) and passed data to other legs of the call, as well as creating screens for the agents. I’ve done many projects where we have expanded CTI and Omnichannel functionality. Not only expanding self service functionality thru our software, but cutting the average handle time by increasing communication between the service apps and the agent (usually thru agent screen change/and or additional data passed from the self service application). Implementation of speech recognition from DTMF. Implementation of custom reporting. Migration from one IVR platform to another. Been multiple vendor migrations. Numerous billing migrations that affected call center technology (usually corporate buyout/merger like T-Mobile and Sprint). Part of team that designed and implemented a custom development tool that allowed you to render both IVR, Iphone, Android, and chat apps. The tool allowed you to build IVR and smart phone front end forms, transfer functionality, chat functionality, and dynamic logging for reporting. Automated Business functionality: Billing, Payments, Sales, Order status, Usage, account status, account maintenance, equity sales, claims and claims status, Theft and other security issues I’ve worked on projects that are both in the corporate end client space, as well as the individual consumer workspace.

Accomplishments

  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Collaborated with team of [Number] in the development of [Project name].
  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] through effectively helping with [Task].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Resolved product issue through consumer testing.

CLIENT LIST:

  • AT&T
  • T-Mobile
  • Sprint
  • Washington Mutual Bank
  • Bank of America
  • Charles Schwab
  • Symetra Financial
  • Blue Cross Blue Shield of Florida
  • Toshiba of America
  • Accenture

Timeline

Bachelor of Science - Biology

Arizona State University

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Marc Travena