Patricia Padron-Wells

Experience

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  Banco de Venezuela

  Jan 1990 - Jan 1994

  Programmer Analyst
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  Intervoice

  Mar 1995 - Dec 2000

  Responsible for the designing, coding and implementing production applications that demonstrated standard features and company's line of business in order to enhance the efficiency and the quality of the sales cycle. • Migrated all Microchannel-OS/2 demonstration systems to ISA-Windows NT platform including hardware and software installation and configuration. • Upgraded over 20 standard demonstrations for the different company's line of business such as Human Resources, Financial, and Travel using the latest company development tools. • Designed and developed new standard demonstrations for Health Care Line of Business. • Designed and developed standard applications that demonstrated wide range of features such as Speech Recognition using Scansoft/SpeechWorks 6.5 and prior versions, Smart Call Transfer, Multiport Fax, Text to Speech, and Leave Word. • Designed and developed Speech Recognition Proof of Concept Applications for Navy Federal Credit Union, CIBC Telephone Banking and E-Wireless, which led to successfully securing customer business. • Supported Sales Force by creating custom production applications to assist with individual sales, which led to an increase in company sales. Show less • Planned and implemented projects that supported the sales organization. • Assisting in the design, development, and sales of Interactive Voice Response System to company resellers and distributors in Latin America. • Worked with product management, manufacturing, systems engineer and marketing departments in supporting Latin American Resellers and Distributors on a technical and sales support standpoint. • Analyzed and researched existing systems configurations, utilizing knowledge of all company products and services including features and functionality of products for customers located in Latin America. • Determined quotas for system upgrades, add-ons, script modifications, and lease or loan systems. • Identified, discussed and recommended solutions for potential problems to ensure optimal processing for system configuration. • Analyzed, prepared and translated from English to Spanish purchase agreements that entail special issues. • Prepared reports, technical documents and follow-up on customer orders. • Assisted sales department in providing technical and administrative product information assessing resellers and distributors needs in pricing, optimal system configurations, delivery methods, payment agreements, etc. • Prepared the distribution of accounts to the sales representative and updated the automated tracking system. Show less • Analyzed, designed, programmed, modified, tested and debugged computer applications for Interactive Voice Response System, as well as participated in the acceptance of the system by the customer. • Selected as one of the team members to pioneer a new team concept to improve customer relations. • Received Special Recognition Award for supporting two complex call center integration for Siemens Rolm Accounts Receivable and Rolm Customer Support Center (4 sites) in a parallel mode, as well as for acting as liaison and for giving excellent customer support.• Assessed customer requirements in the development of call center solutions that enabled vital improvement in resource utilization, resulting in significant cost savings. • Developed, organized and taught courses on Interactive Voice Response functionality. • Supported the development of new applications employing the latest in computer & telephony integration. • Trained and supported other application engineers in the development of complex programs. Show less

  • Systems Engineer

    Jan 1997 - Dec 2000

  • Field Support Representative - Sales Support

    Jan 1996 - Jan 1997

  • Application Engineer

    Mar 1995 - Jan 1996
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  Prosodie

  Sept 2001 - Aug 2003

  Sr. Application Engineer

  Interface with business partners to define requirements for Interactive Voice Response solutions by developing statements of work and providing technical documentation as well as translating processes and requirements into high level and detailed functional system requirements. Provide ideas and recommendations regarding the evolution of the /VR technology and for determining how changing business needs will affect the IVR systems. Assist by responding questions regarding potential IVR system inputs, processes, and outputs.Conduct research and analysis into the nature, effect and results of IVR problems. Develop detailed business user requirements, system documentation, workflow procedures and data modeling. Implement reviews on IVR systems changes and developing detail specifications for implementation. Facilitate business requirements and gathering sessions with the business users. Design, develop and implement IVR production applications utilizing DTMF, Advance Speech Recognition and other advanced features and functionality as well as for IVR systems configuration and implementation both internal and external to the Company for a wide variety of industries including credit unions and local government entities including several fast-rapid developments. Created, defined and documented workflow diagram processes. Provid technical support to sales people on system requirements and speech-enabled applications. Negotiat and manage multiple priorities, project plans, time frames and trade-offs while ensuring the Business Partner understood the final results of the projects. Provide on going system maintenance-support to ensure systems were always operational. Perform system upgrades when needed. Show less

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  FWT Consulting

  Jun 2004 - Dec 2004

  Sr. System Developer - Contractor for BNSF

  Perform analysis, design, development and implementation including testing, debugging, and grammar creation using Scansoft/SpeechWorks 6.5 standard Dialog Modules, Custom Context and Speaker Verification of IVR Speech applications such as Voice Train Reporting, Customer Waybill and Crew job assignment notifications. Develop detailed business user requirements by translating processes and requirements into high level and detailed functional system requirements. Develop system documentation, workflow procedures and data modeling by creating, defining and documenting workflow diagram processes. Perform IVR System Configuration and IVR Monitoring Runtime Status. Perform IVR application moves to development, trail and production environment as wells as IVR Hardware/Software/Application troubleshooting on development, trial and production environments. On-Call support to CTI production servers and applications, which includes adding/deleting agents to/from CTI Tables and Checking Status of CTI Servers through Avaya Interaction Center Manager and adding/removing IVR agent skills through Avaya CMS Supervisor. On-Call support to IVR production applications. Gather User Data from Speaker Verification Databases on MS SQL Servers. Show less

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  GCI

  Jan 2005 - Jul 2005

  Quality Assurance Analyst - Contractor for Verizon

  Gather and review vendor requirements, design and testing documentation for completeness and accuracy.Create testing deliverables for System Integration Testing for both functional and non functional; requirement matrix verification and maintenance; test defect and regression testing documentation.Review specifications including gap analysis of business requirements and processes with defined system functionality, identifying derived functional and non-functional requirements and conflicts with current deployed functionality. Show less

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  HCSC - BCBS of TX

  Sept 2005 - Jun 2010

  Telecom Specialist

  •Provided system administration for Avaya PBXs/CMSs; including Moves, Adds, Changes, documentation for environment, equipment and circuits; and for ACD menus and call flows.•Provided support for new site installation, site moves and upgrades.•Worked with AT&T routing product.•Participated in projects with end-users and engineers to implement and test solutions.•Handled internal and external customer concerns.•Established and maintained logs, records, lists, fact sheets, and files regarding all telecommunications policies and procedures.•Wrote informational brochures for users, and prepared flow charts, statistical and narrative reports to recommend improvements or resolve problems.•Participated in RFPs reviews for company new products.•Ensured that projects and deliverables were completed per plan, on budget and with minimum incidents once implemented into production.•Followed the standard system development methods, policies, and procedures set by the Company such as ITIL and SDLC.•Managed, and supported system infrastructure for Empirix Hammer Load Test and OneSight solutions•Assisted within call center group with Spanish translations and recordings.Some Accomplishments: Created Pre-Post Routing Map Diagrams for toll free numbers and their remote destinations. Exceed adherence to change control standards. Exceeded expectations on SLAs for Avaya Legacy IVRs, resulting in a 99.83 overall score for service availability. Lead team efforts to establish, document, and implement software installation and end-user training of Hammer CallMaster and OneSigth solutions. Lead team efforts to reduce maintenance cost and to recover and re-purpose existing systems capacity by Disconnecting Toll Free Number, Terms and Circuits and by extracting PBX and CMS Agent IDs, Skills, Vectors, VDNs and Announcements no longer used for 63 Sites to be consolidated in the newly acquired Cisco Platform, effort resulted in Achievement Award and saving the company over $389K. Show less

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  Verizon

  Jan 2012 - now

  IVR Speech Grammar Developer

  • Provide Spanish Prompt Verification, translations and Speech VXML Spanish Grammar Development for Kaiser Permanente IVR applications.• Perform Quality Assurance Testing on IVR Applications on a per project basis.

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  Versay Solutions

  Jun 2012 - Dec 2012

  IVR Speech Grammar Developer

  Provide Spanish Translation and VXML Spanish Grammar Development for IVR applications.Perform Quality Assurance Testing on IVR Applications.

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  Verizon Business

  Jun 2014 - now

  Sr Quality Assurance Analyst