Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Oscar Vazquez Quintanilla

Arvada,CO

Summary

UC Voice Engineer with experience in process improvement and enhancing users' experiences with their systems. I seek out new challenges, and I enjoy teaching myself new technologies to devise a complete solution for my projects. Being a creative thinker, I am able to generate multiple solutions to ensure project completion despite possible complications. Able to handle multiple projects simultaneously and bring them to completion in a timely and cost-effective manner.

Overview

9
9
years of professional experience

Work History

UC Voice Network Engineer

Centura Health
10.2022 - Current
  • Built and maintained Contact Center UCCX scripts for over 50 Centura Clinic/Facilities.
  • Renewed certificates when necessary for CUCM and UCCX
  • Maintained Verba Call Recording System.
  • Installed Cisco WebEx Contact Center for 3 Centura Facilities and 26 users. And currently working on expanding to all Centura Contact Center facilities.
  • Created Training documents for new Cisco WebEx users.
  • Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
  • Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
  • Assessed facilities to determine capacity and needs for telecommunications systems.
  • Worked with users to diagnose and resolve telecommunications device problems and implemented technical or procedural solutions.

Business Systems Analyst

Centura Health
12.2016 - 10.2022
  • Collected, defined and analyzed business requirements to convert current phone system to Cisco Finesse Contact Center for over 30 Centura Clinics/Facilities.
  • Trained over 100 business personnel in using Cisco Finesse Contact Center agent desktop and supervisor desktop.
  • Trained 50+ Business Leadership on generating Contact Center Reports using Cisco Unified Intelligence Center.
  • Identified needed business improvements and determined appropriate systems required to implement solutions.
  • Created over 100+ Custom Reports depending on Business needs using CUIC, Variphy, and ISI reporting systems.
  • Assessed business requirements to create focused solutions.

Process Optimization Specialist

Centura Health
04.2015 - 12.2016
  • Managed and helped develop a SalesForce Service Cloud organization within three different company divisions, and an integrated Five9 Virtual Contact Center with 59 call center agents.
  • Generated reports for division heads using Salesforce and EPIC.
  • Imported patient health information data from Meditech to EPIC.
  • Enhanced Salesforce interfaces to promote better functionality for users.
  • Monitored employee tasks to gauge business functions and inefficiencies.

Contact Center Supervisor

Centura Health
12.2014 - 04.2015
  • Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
  • Directed, guided, coached and mentored team of 30+ agents and surpassed individual and corporate goals.
  • Supervised and tracked Contact Center activity using various contact center applications and software tools.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Collaborated with vendors and my team to build an innovative and efficient user experience within Salesforce and Five9 Virtual Contact Center.
  • Built and maintained Contact Center scripts using Five9 Virtual Contact Center for 15 Centura Clinics.
  • Developed a Referral Coordination workflow that helped support 15 Centura Clinics and improve Network Integrity.
  • Provided real-time coaching, guidance and feedback to customer service agents to improve customer service experience.
  • Conducted bi-weekly performance reviews for staff members.

Education

Associate of Science - Biology

Red Rocks Community College
Denver, CO
05.2008

Skills

  • Cisco WebEx
  • Cisco Unified Contact Center Express
  • Cisco Unified Communications Manager
  • Verba Recording System
  • Variphy
  • Salesforce
  • Five9
  • ISI
  • Client Needs Assessment
  • Active Listening
  • User Support

Languages

Spanish
Native or Bilingual

Timeline

UC Voice Network Engineer

Centura Health
10.2022 - Current

Business Systems Analyst

Centura Health
12.2016 - 10.2022

Process Optimization Specialist

Centura Health
04.2015 - 12.2016

Contact Center Supervisor

Centura Health
12.2014 - 04.2015

Associate of Science - Biology

Red Rocks Community College

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Oscar Vazquez Quintanilla