Troy Ohearn
Contact Centre Reporting Subject Matter Expert at Commonwealth Bank
Based in Sydney, Australia
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Seniority
Manager
Department
Operations
Location
Sydney
Industry
Financial Services
Company size
48K
Contact information
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t•••••••@commbank.com.au
Phone
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Background
About Troy Ohearn
A highly motivated, disciplined and dedicated Contact Centre Technology professional with strong customer focus and 15 years experience working for several dynamic, global, industry leading companies. With a background of various IT roles leading to senior contact centre technology responsibilities in large scale, highly complex environments specialising in Genesys, Cisco UCCE and Avaya technologies.A motivator and enthusiastic learner, recognised for excellent customer service, trouble shooting and problem solving skills. A team player with positive energy, willing to go beyond expectations to provide superior customer service.Specialties: • Genesys contact centre technologies• Genesys Infomart database• Context Services reporting• SQL Server Reporting Services• SQL Server Integration Services• Verint Call Recording technologies• Aspect eWFM• Cisco UCCE• Avaya PABX maintenance / admin / Call Centre• NICE Systems• Avaya AES Configuration• ICM PG install / configuration• Avaya CMS maintenance, admin, reporting.• Custom ECH Reporting• Advatel QMC Wallboard configuration• Avaya IP Soft phone• Cisco IP Communicator• Incident troubleshooting/resolution• Call centre design and functionality
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