Ruth Martin

Experience

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  Edward Jones

  Jun 2000 - Oct 2012

  Sr Network Analyst

  Provided technical support, troubleshooting and maintenance of voice systems to maximize availability and minimize outages. Provided design input and support of strategic planning initiatives through the creation of standard policies, principles, and service documentation. Provided support for projects and enhancements for current and future voice systems to improve the firm's technology including business area contact center design. Mentored other team members and end users to enable and empower them for growth and other learning opportunities. Developed and maintained relationships with key vendors to manage, assist and review performance when completing required services. - Successfully managed over 200 contact centers located in St Louis, MO, Tempe, AZ and Toronto, Canada to include new designs and modifications. - Maintained 99.9% availability on phone system and adjuncts- Resolved 80% of problem tickets within 24 hours of identification of cause. - Successfully implemented 100% of enhancement requests by date requested by user.- Authored or edited documentation for processes and procedures for all telephony systems. Show less

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  Avaya

  Oct 2012 - Dec 2013

  Professional Services Sr Consultant for Call Center Design

  Ruth provided technical programming, analytical support, and documentation to clients for assigned projects. She worked directly with the clients to identify business requirements of moderate to highly complex call center systems. Also responsible for end user training for CMS administration and reporting and 1XAgent when requested.- Completed all projects assigned successfully. Projects ranged from very small like for like moves from a stand alone switch to a core switch, to a fully designed new implementation that included the use of newer features available with the Elite Call center offering such as vector variables. - Data gathering was accomplished both onsite and remotely depending on the requirements of the project- First day of business support was provided when requested both onsite and remotely.- End user training for CMS Supervisor Reporting and Administration was provided both onsite and remotely.- End user training for 1XAgent was provided both onsite and remotely. - Provided troubleshooting for issues with contact centers call flows as well as Call Back Assist. - Because of previous experience in supporting the Communications Manager, she was able to provide training for her team on specific topics to prepare them for the exams required for the ACSS certitication. - She successfully recorded a training session regarding the basics of scripting vectors. Show less

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  Telecommunications Resource

  Jan 2014 - Jan 2016

  Call Center Consultant

  Responsible for interviewing internal customers to determine call center requirements. Provide recommendations, design call flows, configure call flows, provide supporting documentation, test plans, and implement final design. Provided end user training for 1XAgent and CMS Supervisor. Assisted in the conversion of SL100 Symposium and basic call centers to Avaya Elite. Provided additional assistance as requested.

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  Altura Communication System

  Aug 2016 - now

  Contact Center Specialist

  Responsible for installation, maintenance, and troubleshooting of CMS, ACD design, end user training for 1XAgent and CMS Supervisor. Provide assistance for other systems as requested.