Patrick Tompkins
Riverview,Florida
Summary
Experienced Contact Center Specialist with over three years of expertise in designing and configuring advanced contact center solutions. Proven track record in providing customer support, and efficiently implementing Contact Center Designs, Call Management Systems (CMS), Application Enablement Services, and Workforce Management applications. Adept at diagnosing and resolving complex technical issues, I am committed to leveraging cutting-edge technologies to enhance customer experiences and streamline operations. Eager to contribute to transformative projects involving cloud migration and AI technology.
Overview
5
5
years of professional experience
Work History
Contact Center Specialist
AVAYA INC.
05.2021 - 07.2024
- Design and built Contact Centers (VDNs, Vectors, Skills, Agents), Provide customer support, Configure and implement Call Management System (CMS), Conduct Customer Knowledge Transfers, Deploy Application Enablement Services (AES), Implement WorkForce Management (WFM)
CONTENT DEVELOPER
LINK-SYSTEMS INTERNATIONAL
06.2019 - 12.2019
- Created and edited economic and statistical questions on eLearning platforms, Collaborated with a team to find mathematical solutions and resolutions, Updated and verified the integrity of questions being used, Utilized HTML and CSS to format the content
Education
BS IN QUANTITATIVE ECONOMICS AND ECONOMETRICS -
UNIVERSITY OF SOUTH FLORIDA
05.2018
Skills
- Avaya Aura Communication Manager
- Proficient in developing solutions that meet the needs of customers
- Clear and concise communication with customers and team members
- Experienced in creating and maintaining documentation
- Application Enablement Services (AES)
- Quantitative Analysis
- Customer Support
- Poised under pressure
- Capable of diagnosing and resolving issues
- HTML and CSS
- Adept at managing customer expectations
- Eager and able to learn new products with minimal supervision
- Call Management System (CMS)
- Workforce Management (WFM)
- Team Collaboration
Timeline
Contact Center Specialist
AVAYA INC.
05.2021 - 07.2024
CONTENT DEVELOPER
LINK-SYSTEMS INTERNATIONAL
06.2019 - 12.2019
BS IN QUANTITATIVE ECONOMICS AND ECONOMETRICS -
UNIVERSITY OF SOUTH FLORIDA