Robert Austin

About Robert Austin

In today\'s ever-changing world of technology, I am at the forefront of the latest innovative updates available. I have over 15 years of extensive experience in Telecom Industry, particularly in Customer Service, Resource Management/Scheduling, as well as Information Technology and I seek a position that allows me to showcase all of my valuable skillsets. I assist and support the IT Department with any and all unforeseen issues that are presented. I have expertise in multiple Resource Management Systems to support every aspect of Service Level and Call Center time management. I assist with the setup and implementation of all computer and electrical set up for all existing employees on all levels and new hires. I have been a successful liaison between multiple workgroups, completing tasks and proactively managing any and all concerns that would arise on a day to day basis for scheduling as well as IT resolutions.

Experience

1. Workforce Management Planning and Analysis Preplan Analyst

   Verizon Business

   Jul 2023 — Present · Annapolis Junction, MD, US

   Manage all levels of service levels for all workgroups simultaneously. These include shrinkage, both real-time and projected, average handle time, and occupancy. Appointed liaison between both Business and Government National Workforce Planning and Analysis team providing key drivers to the National Command Center. Monitor service levels and adherence using VZ Dash Aceyus Real-Time View, while providing reports to Management for all deviations. Direct communication with all levels of Management regarding absenteeism call trends, spikes in forecasted volume as well as planned fire drills and safety announcements and notifications. Analyze Call Center metrics to gauge and project coverage deficits. Knowledgeable in G-Suite, CISCO, NICE IEX, and UCCE/IPACD systems.Senior in troubleshooting Work Hub, CTI failures, workstation system outages and repairing and replacing defective hardware. Provide UAT on multiple systems on all levels including Jabber, CCMP, IEX, and CISCOConfigure and test all hardware/software on Thin Client Workstations.Process exceptions, including call outs and/or any schedule deviations via WFM and EMS.Submit Case Sentry requests to create/modify employee profiles, phone extensions, direct dial numbers and voice mail for Cali Phone System.

Education

• Catonsville Community College

  Business Administration and Management, General

  1998 — 2000

Skills

• Voip
• Microsoft Office
• Sales
• Wireless
• Troubleshooting
• Wireless Technologies
• Telecommunications
• Account Management
• Contact Centers
• Customer Satisfaction
• Testing
• Team Building
• Customer Service
• Call Centers
• Cisco Technologies
• Customer Experience
• Mobile Devices