Pamela Nutt-Clayton

 

Senior Contact Center Professional– Support Technician / Analyst

Extensive Call Center / Contact Center business and technical skills with Aspect expertise. Telecommunication ordering, troubleshooting, provisioning, & billing validation for T1’s and toll free numbers.  Aspect ®Automatic Call Distributer Programmer designing call flows on Telecom Network and ACD via PRI, ISDN, SIP over VOIP. Business Analyst for Telecom/Voice & AT&T Route It Administrator. Disaster Recovery planning for Telecom/Call Center. Daily use of Sharepoint, Kronos, NICE, Microsoft Office – including Lync.

TRAINING

Aspect Communications                         

§       Certificate of Completion: Managing the Call Center – Release 6.0

§       Certificate of Completion: Custom view Report Writer

§       Certificate of Completion: App  Development Workshop from Release 6.0 to 7.0 NT Platform

§       Certificate of Completion: Unified IP

Seagate Info7.5                             

§       Certificate of Completion: Administration Fundamentals.

AT&T Training Center    

§       Certificate of Completion: AT&T Route It.

 

EXPERIENCE

Telerx Marketing, Inc, Horsham PA1996 - May 2016

·   Performed Database Administration for Aspect® UIP Call routing utilizing VOIP and SIP functionality. 

·   Interfaced with Telecom carriers to provision, RESPORG, Transfer  and troubleshoot issues with toll free services. 

·   Maintained database of 4000 TFN number with various Carriers.

·   Reviewed  telecom  invoices for billing accuracy.

·   Filed billing disputes with Carriers if applicable.  

·   Liaison and collaborate with cross-functional groups for problem resolution.

·   Assisted w/development and maintenance of Corporate Disaster Recovery Plans for all five sites and assisted with yearly tests.

·   Modified AT&T Route It software for Telecom Ordering, Advanced Features such as ADR nodes, Network Prompts, Transfer Connect, Call allocators.

·   Updated and maintained Aspect Legacy Call Flow changes, moves/adds/changes for 5 Call Centers across the US.  

·   Troubleshoot and resolved Aspect® and telecom related issues for Call Floor and external Clients to ensure each program is able to function at the peak of efficiency.

·   Skills: Lync, Microsoft Office, Kronos, Sharepoint, ISO SOP’s.

 

 

Nailtiques Cosmetics, Stuart FL1995 - 1996

·   Supervise Customer Service Daily operations.

·   Managed Order entry and order processing Call Center in conjunction w/production, shipping, and receiving.

·   Process and approved all new accounts.   

·   Monitor calls for training purposes and ensure quality.

·   Handled employee relations, scheduling, and payroll.

 

Central Communications, Port St. Lucie FL 1993 - 1995

·   Managed daily operations of telephone answering service.

·   Performed information retrieval, data entry, emergency radio & pager dispatch for over 200 Clients. 

 

EDUCATION

Antelope Valley Community College, Lancaster, CA

§       Associates Degree Business