mike graunstadt

Reorganize existing Contact Center call flow and standardize processes. Chart each client's call flow through the system for ease of understanding by Supervisors and Management. Create Power Point presentation for Sales staff. Implement Call Center Express Desktop for all Agents and Reporting for all Supervisors. Display an informational screen POP for the receiving Agent on all incoming calls based on the caller’s dialed destination. Implement Modular Messaging for Contact Center Voice mail boxes.

* Direct, schedule, and oversee the ongoing operation, maintenance, and up-grading of the company’s telecommunications and infrastructure systems. * Perform telephone and infrastructure system enhancements, adds, changes, re-routes, and preventative maintenance to ensure appropriate functioning. * Maintain, or contract to maintain, building infrastructures with regard to CAT5/CAT5e cabling, low voltage telephone wiring, intra and inter building fiber optics, telephone cross connect panels, and network patch panels. * Maintain phone system call flow and auto attendants as directed. * Manage all Cellular communications and accounts. * Review all telecommunication bills for improper billing and fraudulently placed calls and subsequent billing. File and track complaints with telecommunication vendors, fraud departments, and the MPSC if necessary. Negotiate settlements between all parties and the company. * Serve “on-call” for system emergencies and to track vender trouble tickets.

* Define and implement long-term data and telecommunications goals and policies. * Analyze the needs of departments and establish priorities for systems design and implementation to develop new and/or modify the company's information processing systems. * Provide leadership for the integration of voice, video and data connections used by the company’s 10 locations and approximately 680 employees. * Ensure that the company’s telecommunications department achieves goals through effective planning, fiscal management, and project management. * Evaluate new and emerging technologies and analyze their impact on current voice and data systems. * Direct the planning, management, and rollout of these technology systems. * Manage a group of 6 to 9 employees and consultants. * Relying on experience and judgment, working under general direction, to accomplish goals.