Luisa Deffebaugh-Brown

Experience

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  PageNet

  Jan 1999 - Nov 2001

  Call Center Manger

  • Ensured compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity• Managed and coordinated activities of employees engaged in resolving customer problems and complaints• Advised supervisors/specialists on handling difficult customer complaints• Lead in strategic planning, development, and implementation of new processes and technology • Coached and mentored with development opportunities • Analyze and resolve complex internal and external customer issues by involving and communicating with internal and external departments Show less

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  AT & T

  Nov 2001 - Aug 2015

  IT Manager

  Leveraged Knowledge across business lines to identify opportunities for process improvement and ideal metrics. Led and mentored staff of up to 24 employees. Developed resolutions for intricate billing issues by interacting with the team along with multiple departments to pool resources and tackle the problem from various angles. Ensured accuracy and on-time preparation of daily, weekly, and monthly reports. Documented currents processes, and oversee change management, projects, and future business requirements. Trained and mentored team members. Processed new hires conducted mid and end-of-year reviews, and determined bonuses. Subject Matter Expert for gathering and defining user requirements for production issues related to National Billing Operations, Customer Care, and Revenue Assurance. Isolated the underlying cause for low customer achievements numbers, identified areas for improvement, and integrated graphs to give mangers an image of metrics as well as motivation to strategize with their teams about how to best meet short-term goals, leading to increased numbers and commendation from senior management. Show less

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  DYNASTY GROUP

  Oct 2015 - Dec 2016

  CONSULTANT- SR. APPLICATION ENGINEER

  Responsible for planning, coordination, execution, and verification of code deployment activities to the production environment in an agile environment. I proactively identified, recommended, and implemented changes. I worked closely with development, IT operations, and business partners to provide strong collaboration across all teams. I participated in the planning and execution of Disaster Recovery configuration and testing. I trouble shoot, diagnose complex issues and determine escalation priority. Show less

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  CoServ

  Apr 2017 - now

  System Analyst II

  Subject Matter Expert that provides tiered systems support, guidance of solution strategies and metrics for current and new business systems and processes. Products I support is Mitel Telephony system, Zendesk, MiVoice call recorder admin, Brightmetrics, just to name a few. Coordinate internal and third-party resources for Operational Maintenance (enhancements, bug fixes and upgrades). Support financial actives, approve invoices. Work with vendors to ensure correct coding for professional service or hardware. Work closely with business and Information Services sides of the organization and vendors to assist in process improvements, maintenance releases and upgrades for current systems and new systems implementations. Liaison between the business and technical teams to assist in developing business requirements. Coordinates and participates in Quality Assurance and User Acceptance Testing for software releases. Develope documentation for policies and procedures for new and current systemsSupport other projects as and when required. Show less