Marisa Banes

About Marisa Banes

As a dedicated, analytical IT consultant and application analyst, I deliver a comprehensive suite of IT services, programming, reporting and script writing to clients in diverse industries: management consulting, healthcare, contact centers, call centers and more. Most recently as a consultant on a Deloitte project at UNC Health, I elevated performance by delivering bespoke scripting, programming, troubleshooting, problem resolution and end-user training for Amtelco 1Call and SQL.I have a history of success as SME on Amtelco 1Call & Amtelco Infinity, identifying and resolving thorny issues to elevate reporting and contact center performance across KPIs. I also share innovations with colleagues and clients via coaching and training. My reputation as the consummate team player, someone with a “can-do” attitude who is always willing to go the extra mile, is well deserved. I have been called a talented problem solver, compassionate colleague and trusted IT consultant for coworkers and clients.TechnologyContact Center Systems: Amtelco 1Call & Amtelco Infinity: Intelligent Series, Genesis, Soft Agent, Telephone Agent, miTeam Web, Mergecomm, HL7 Integration, miSecure Messages; VOIP/SIP & Call RoutingSoftware: FortiClient VPN, Microsoft Office Suite (Access, Excel, PowerPoint & Word), Office 365, Microsoft SQL Server Management Studio, Microsoft Active Directory, Microsoft Visio, SQL Server Management Studio (SSMS), Salesforce, ServiceNow CRM, Sisense, Sisense Prism ( & Dashboards), Visual Studio & ZendeskQualifications: MTA: Database Fundamentals Certification | Querying Data with Transact-SQL CertificationProgramming Languages: ASP.NET, HTML/CSS, SQL, XML & PythonStrengthsAnalytical Thinking – Reporting & Analysis – Script Writing – Operational Reports – Report Design & Development – KPIs – Call Center Scripting – Communications Systems – Query, Manage & Report Data – Resolving Discrepancies – Root Cause Analysis – SQL Scripts – SSIS Packages – Staff Performance Metrics – Daily/Weekly/Monthly Reporting – Stored Procedures – Attention to Detail – Relationship Management – Dashboards – Data Migration – Custom Reports – Inbound & Outbound Call Centers – Customer Contact Centers – Answering Services – Software Implementation – Troubleshooting – Retrieving, Collecting & Reporting Data – Customer Service – PCI Compliance – Accreditation – Data Analysis – Call Center Trends – Relational Databases – Quantitative Analysis – Data Models – Agile Methodology – Database Table Relations – Data Extraction – Business Intelligence Tools – End-User Training

Experience

1. IT Consultant & Application Analyst Contact Center Programmer

   Arcturus Strategic Consulting

   Jan 2017 — Present · Cincinnati, OH, US

   Founded a successful consulting firm delivering programming and IT services to clients in many industries including healthcare, call centers, management consulting and more. Leverage robust knowledge of contact center operations with programming skills in Amtelco (Intelligent Series, Genesis, Soft Agent, miTeam Web, miSecure Messages; VOIP/SIP & Call Routing), and SQL to deliver a comprehensive suite of services: programming, scripting, training, reporting & more. Think creatively and solve problems. Perform requirements gathering, design, deployment and on-going enhancement requests. Create and enhance data-driven reporting including design and implementation of reporting dashboards. Independent Contractor for Amtelco for Contracted Services and on behalf of the software department. Learned Crystal Reports on the job to build new reports as update existing ones. Lead software implementations, elevate reporting, improve analytics and ensure PCI compliance for clients in the contact center industry in diverse roles as an SME, programmer, consultant and salaried employee. Elevated performance on a Deloitte consulting project for UNC Health (via Coddington Group) to deliver bespoke scripting, programming, troubleshooting, problem resolution and end-user training as SME for Amtelco 1Call and SQL. Details on additional projects available upon request. TechnologyContact Center Systems: Amtelco 1Call & Amtelco Infinity: Intelligent Series, Genesis, Soft Agent, Telephone Agent, miTeam Web, HL7 Integration, miSecure Messages; VOIP/SIP & Call RoutingSoftware: Microsoft Office Suite (Access, Excel, PowerPoint & Word), Office 365, Microsoft SQL Server Management Studio, Microsoft Active Directory, Microsoft Visio, SQL Server Management Studio (SSMS), Salesforce, ServiceNow CRM, Sisense, Sisense Prism ( & Dashboards), Visual Studio & ZendeskQualifications: MTA: Database Fundamentals Certification | Querying Data with Transact-SQL Certification

Education

• Northern Kentucky University

  Bachelor of Music, Music Performance, General

Skills

• Outsourced Marketing
• Amtelco Is
• Html
• Contract Negotiation
• Problem Solving
• Database Schemas
• Social Networking
• Sql
• Call Center Programming
• Call Center Kpis
• Call Centers
• Outbound Call Centers
• Sisense Prism
• Contact Center Technology
• Customer Contact
• Onshore Operations
• Call Center Account Management
• Team Leadership
• Microsoft Excel
• Relationship Management
• Call Center
• Data Queries
• Xml
• Call Center Start-Up
• Root Cause Analysis
• Sql Server Integration Services (Ssis)
• Telecommunications
• Data Reporting
• Inbound Call Centers
• Contact Center Optimization
• Python
• Asp
• Salesforce.com
• Kpi Dashboards
• Call Center Script Writing
• Call Center Administration
• Lead Generation
• Scheduling & Forecasting
• Answering Service
• Data Types