Saint Cloud, FL

ABED R. LARACUENTE
http://www.linkedin.com/in/abedramonlaracuente/
abed.laracuente@gmail.com

407-432-7257

SUMMARY
Call Center and Technical Operations Manager with extensive experience managing successful
operations such as: professional services, customer services, technical services and field services
operations. Skilled in Avaya Call Center systems. Broad experience in implementing and managing call
centers in the telecommunications, insurance and banking sectors.
PROFESSIONAL CERTIFICATIONS
ACSS-Avaya Aura Call Center Elite
Valid through January, 2017

ASPS-Avaya Control Manager

Valid through May, 2016

AREAS OF EXPERTISE

Conducted technical systems implementation and troubleshooting systems including Avaya Aura
Communication Manager. Experience includes adjuncts such as CMS, BCMR, AES, ACM, one-X
Agent, as well as desk phones. Worked with NICE and Witness call recording systems as Admin.
Extensive experience with call flow analysis, design and implementation and provided assistance and
support in the expansion of call centers. Made technical service operations financially productive by
identifying areas that required improvement in an operation and in call center flow designs.
Proven ability to train large groups of people including creating training documents and curriculum
in English and Spanish.
Experienced in all aspects of contact center operations and management with a complete
understanding of each one of the CIACs (Call Centre Industry Advisory Council) recommended
skills for a Contact Center Administrator that includes: Strategy, Process, Technology, Human
Resources and Facilities.
SPECIFIC ACHIEVEMENTS

Successfully expanded and moved call centers for First Bank PR and Contact Center Corp. working with
engineers, office designers, telephony facilities and utilities as well as construction crews.
Used local technicians and trainers for hardware installation and training which greatly reduced the
need for Call Center Specialists to travel to customer sites for implementation. These efforts
resulted in a decrease in travel expenses by more than 60%, while maintaining a high level of
effective and quality service.
Helped to improve the efficiency of Arrows Moves, Adds and Changes group by using our
resources as their tier support and providing training to their specialists so they could handle more
technical issues.
Brought in over $143k in additional revenue due to increased outsourced services in 2013, with the
revenue for 2014 estimated at more than double.
Managed the administration and upgrades for the Avaya CC systems in the Orlando lab including CM,
CMS and AACM. Maintained the Avaya Beta Testing program by testing new products.

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abed.laracuente@gmail.com

ABED R. LARACUENTE
407-432-7257

PROFESSIONAL EXPERIENCE
ARROW S3, Orlando, FL
2007 to Oct. 2014
Contact Center Practice Manager
Directed the activities of a group of Avaya certified Call/Contact/Context Center engineers and independent
contractors that installed and maintained Contact Center systems throughout the country with responsibility
for software and hardware support. Responsibility included: ACD programming, Call Center training and
consulting for improvement and implementation of state of the art Avaya Call Center designs.

Became the groups Tier Support for technical issues and acted as liaison with Avaya for technical
issues requiring escalation to higher tiers of support.

Recruited, developed, evaluated and efficiently managed call center team members.

Effectively exercised expense approval responsibilities as well as the budgeting and forecasting of
resources for projects. Consistently met or exceeded financial expectations and objectives.

Provided group training and met or exceeded the required amount of certifications for the Avaya
products sold and serviced.

Upon becoming manager, maintained technical functions which decreased the need for one head count
while providing services to customers requiring analysis of call flows. Recommended changes and
installed systems such as BCMRS, AES, and provided call flow design work for new installations.

Contributed to the achievement of sales revenue by assisting with pre-sales calls providing: technical
expertise, implementation information, demos and documentation.

Created the verbiage for SOW and proposals including presales technical consulting and pricing in
order to win business from competition.

Resolved issues and functioned as project manager for smaller installations to decrease the cost of
including a PM for the project.
SELF EMPLOYED, San Juan, PR
2005 to 2007
Technical Consultant and PC Sales
Self-employed providing technical support and consulting services. Provided call flow analysis and
recommendations to improve customer service operations for call centers.

Provided technical services and sales as well as the installation of PCs, modems and peripherals to
several customers.

Delivered software installation and virus removal services.

Provided call center consultation with recommendations for improvement of the operation based on
call flow analysis and call quality monitoring.

Helped to design logos and web pages.

CONTACT CENTER CORPORATION, San Juan, PR
2003 to 2005
Technical Operations Manager
Responsible for setting up and expanding a contact center for an insurance company with inbound / outbound
and outsourced services. Responsibilities included maintaining the technical platform including agent
phones, PCs, predictive dialer, Avaya CM, CMS and Witness as System Administrator.

Managed the facility including cleaning and maintenance services, power plant maintenance and
telephony facilities management.

Provided KPI and quality management reporting using Avaya CMS and Witness eQuality. Owned
agent hiring, supervision and training responsibilities as well as maintaining adequate staffing levels.

Managed a multi-vendor move of the center to new facilities which included: working with architects,
engineers, office furniture vendors, electrical and air-conditioning contractors and telecom facilities.

Maintained and managed department operating finances and kept all within the budget.

Created inbound / outbound campaign call flows and provided KPI measurements to management
based on CMS reporting.

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abed.laracuente@gmail.com

ABED R. LARACUENTE
407-432-7257

FIRST BANK OF PUERTO RICO, San Juan, PR

2000 to 2003
Technical Operations Manager
Technical operations management responsibilities working as intermediary between IT and Telephony
operations group. CTI Subject Matter Expert for all call center related technology including all inbound call
flow creation, screen pops and reporting.

Responsible for moving and expanding the credit card customer service operation which included
project management, facilities coordination and office layout.

Led the takeover of calls from Mortgage, Auto, Loans, Customer Service and branches allowing the
growth of the credit card group to become the single point of contact for all inbound calls.

Implemented a new IVR and achieved a successful takeover of calls from four new branches in
the USVI.

Maintained the technical platform including the ACD administration, PC hardware and software
platform. Created call flows for new campaigns and set up measurements for KPI for the new flows
using Avaya CMS.

Set up the e-banking customer service operation providing customer technical support for online
banking including password reset, assistance with browser access and setup of access to the ebanking system.

Financial responsibilities were continuously met or exceeded.

Provided technical training for agents on call center systems.

Provided quality monitoring of agent calls.

Staffing levels were established with Blue Pumpkin staffing software.

EDUCATION

Masters Degree, California Coast University, Santa Ana, CA - 2002 - 3.33 GPA
Bachelor of Arts California Coast University, Santa Ana, CA - 2000 - 3.25 GPA
BA in Marketing Inter-American University, San Juan, PR - 90 Credits obtained.
ADDITIONAL SKILLS

Fully bilingual in English and Spanish, with the proven ability to provide training and translation of
documentation in both languages.
Experienced in public presentation and speaking.
Studied digital electronics and have worked with Windows Server implementations, Linux
implementations and PC / Servers upgrades and repairs.
Advanced knowledge of MS Office Suite including Visio, Publisher and Project.
Technical expertise with remote access software and anti-virus / malware removal.