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Brock Caldwell is looking for a Technology job in Nicosia;Limassol;Larnaca;Paphos, Cyprus.
Candidate Info
Name
Brock Caldwell
Gender
Male
Marital Status:
Single
Children:
No children
Country Of Origin:
U.S.A.
Last Updated:
17/08/2010
Residence / Contact Details
Address
7116 W Arbor Trace Dr. Apt 913, Knoxville, U.S.A.
Phones
Email
Professional Experience
Dialer Administrator, September 2005 - Present
• Worked with Senior level management to implement new Collections/Telephony platform for the Consumer Loan Servicing Department
• Helped maintain and improve upload and download processes utilizing SQL database to send and receive accounts from the CACS collection platform to the Interactive Intelligence dialer platform
• Redesigned collection strategies to improve dialer compatibility
• Designed the GUI dialer agent to automatically load accounts into the CACS collection screen to maximize agent productivity
Davox System Administrator, January 2000 - August 2005
• Responsible for daily management of call list performance using standard call center best practices
• Managed downloads of daily call lists and provided strategies to optimize contact rates in both early and late stage collections
• Administered inbound Computer/Telephony link to achieve low abort rates and minimal hold times on inbound calls
• Developed complete reporting package that tracks call list and inbound volume performance to assess future outbound/inbound strategy
• Managed 30 remote servers running the Davox dialer using a Unix based Telnet session to assess problems and maintain optimal system performance
• Responsible for maintaining Local Area Network, and Davox tape backup strategies
• Directed support for 60 PC end-users by assessing, troubleshooting and handling necessary hardware orders or scheduling service to resolve issues
• Responsible for escalating, scheduling and assisting with any issue that required further technical support for Local Area Network
• Administered access and upgrades to vendor websites including Accurint, Speedpay, Trans-Union, and Banco
Data Management Clerk, July 1999 - January 2000
• Developed and maintained call center statistics using custom reports
• Conducted research to determine return on investment and increase production of the call center
• Manually entered check by phone information taken by agents and confirmed processing
• Handled accounts that entered probate court to insure bank received proper share of debtors estate
Collector, January 1999 - July 1999
• Assisted customers with questions in regards to past due mortgage and installment loans
• Negotiated payment arrangements with customers to help them keep their accounts current
• Verified current customer contact information to insure communication with debtor
Skills
• Proficient in Microsoft Word, Excel, Powerpoint, Outlook and Project Manager
• Working knowledge of Microsoft Access, SQL database applications and HTML
• Worked with Senior level management to implement new Collections/Telephony platform for the Consumer Loan Servicing Department
• Helped maintain and improve upload and download processes utilizing SQL database to send and receive accounts from the CACS collection platform to the Interactive Intelligence dialer platform
• Redesigned collection strategies to improve dialer compatibility
• Designed the GUI dialer agent to automatically load accounts into the CACS collection screen to maximize agent productivity
Davox System Administrator, January 2000 - August 2005
• Responsible for daily management of call list performance using standard call center best practices
• Managed downloads of daily call lists and provided strategies to optimize contact rates in both early and late stage collections
• Administered inbound Computer/Telephony link to achieve low abort rates and minimal hold times on inbound calls
• Developed complete reporting package that tracks call list and inbound volume performance to assess future outbound/inbound strategy
• Managed 30 remote servers running the Davox dialer using a Unix based Telnet session to assess problems and maintain optimal system performance
• Responsible for maintaining Local Area Network, and Davox tape backup strategies
• Directed support for 60 PC end-users by assessing, troubleshooting and handling necessary hardware orders or scheduling service to resolve issues
• Responsible for escalating, scheduling and assisting with any issue that required further technical support for Local Area Network
• Administered access and upgrades to vendor websites including Accurint, Speedpay, Trans-Union, and Banco
Data Management Clerk, July 1999 - January 2000
• Developed and maintained call center statistics using custom reports
• Conducted research to determine return on investment and increase production of the call center
• Manually entered check by phone information taken by agents and confirmed processing
• Handled accounts that entered probate court to insure bank received proper share of debtors estate
Collector, January 1999 - July 1999
• Assisted customers with questions in regards to past due mortgage and installment loans
• Negotiated payment arrangements with customers to help them keep their accounts current
• Verified current customer contact information to insure communication with debtor
Skills
• Proficient in Microsoft Word, Excel, Powerpoint, Outlook and Project Manager
• Working knowledge of Microsoft Access, SQL database applications and HTML
Skills
Proficient in Microsoft Word, Excel, Powerpoint, Outlook and Project Manager
• Working knowledge of Microsoft Access, SQL database applications and HTML
• Working knowledge of Microsoft Access, SQL database applications and HTML
Languages
English
Education
Interactive Intelligence Educational Services, Indianapolis, Indiana 2005-2007
New Horizons Computer Learning Center, Knoxville Tennessee 2002
Davox Educational Services, Westford, Massachusetts 2000-2001
Cumberland College, Williamsburg, Kentucky 1994-1996
New Horizons Computer Learning Center, Knoxville Tennessee 2002
Davox Educational Services, Westford, Massachusetts 2000-2001
Cumberland College, Williamsburg, Kentucky 1994-1996
Interests
Music, Literature. Sports, Boats
References
Upon request