George A. Slovinsky

**** ******** ***** ( Sagamore Hills, Ohio 44067 ( 330-***-****

acdow4@r.postjobfree.com

Summary A highly skilled and accomplished professional with wide-

ranging expertise in call center operations, systems

analysis and implementations, knowledge of policies,

processes, and procedures while providing exceptional

customer service support.

. Extensive Call Center Experience

. Customer Service Leader

. Detailed-Oriented Problem Solver

Experience Robinson MemoriaL Hospital, Ravenna,

Ohio

July 2013-Present

Transport/Hospital

Escort and Emergency Room Information Desk Specialist - Volunteer Services

. Provide first level support by assisting

patient transports for hospital admission.

. Provide laboratory delivery transports from

departmental floor requests.

. Escort guests to various departmental areas for

requested hospital services.

. Assist discharged patients with transport for

home recovery.

. Transport patient to treatment rooms.

. Escort family members to treatment rooms when

approved.

windstream

communications-Service REpair Call Center, Twinsburg, Ohio 1995-May 2013

ETAdirect Tables Administrator

2012-2013

Responsible for the implementation, system table

setup, and daily table maintenance of the ETAdirect

dispatching system for approximately 870 technicians

and additional management users throughout the states

of Ohio, Pennsylvania, Kentucky, New York, North

Carolina, and South Carolina and provide support

services.

. Subject matter expert in the initial project

planning phase and requirements-gathering

sessions for ETAdirect implementation.

. Assisted call center supervisors and local

operation managers on special projects and

technical problems.

. Updated and maintained technician record tables.

. Researching and analyzing data for improved

technician efficiencies,

. Authored instruction procedures for outside

plant field managers when new software

requirements were purchased and maintained a

technical knowledge.

. Assisted HHT Specialist on the maintenance and

review of handheld terminal purchase orders, and

maintained sufficient inventories levels.

. Specify users and user access levels

. Performed data mapping for new system conversion

Workforce Management (WFM) Tables Administrator

1995-2012

Responsible for the implementation, system setup, and

daily table maintenance of the workforce management

(WFM) dispatching system for technicians and

additional management users in Ohio, Pennsylvania,

Kentucky, New York, North Carolina, and South Carolina

and provide support services.

. Prepared table builds for relationships relating

to NPA/NXX, task pricing, grids, work skills,

weighting, ticket status, employee profiles, and

travel times.

. Assumed supervisory responsibilities over

contractors as new market areas were converted

to WFM install.

. Developed and ran ad hoc reports for analysis

and documentation.

. Provided coordination of all WFM activities,

including identification of software problems,

testing software release, and implementation of

new features or phrases of the WFM project.

. Consulted with service center supervisors in

dealing with WFM issues, tickets, and printer

setups.

. Conducted field visits and worked closely with

field area managers and local managers in

discussing market improvements and provided

solutions for improved area efficiency..

. Participated in conference calls relating to WFM

issues with field operations, service center

management, and departmental business partners.

. Provided backup support for handheld terminal

specialist and ACD administrator positions.

. Maintained historical files for all WFM

documents, including subsequent changes.

. Provided information analysis as requested for

technicians' performance feedback reporting

(PFB) and automated time reporting (ATR).

Additional

Experience ALLTEL COMMUNICATIONS, Hudson, Ohio

1994-1995

Voicemail Clerk

Responsible for

the dispatch of trouble reports for installation and

repair, cable, and PBX technicians in Newark,

Fairview, and Coolville, Ohio areas.

. Monitored queues and watched for pattern

developments.

. Cleared trouble tickets using the LRS-100 and

TARP software.

. Performed follow-up calls.

TRANSOHIO Savings Bank, Ravenna, Ohio

1982-1994

Senior Customer

Service Representative

. Operate Systematics Financial Banking Software

. Prepare financial reports (Over/Short, Branch

Cash, Utility, Returned Items, Traveler Checks,

and Petty Cash Reports)

. Conduct safe deposit box and teller audits

. Perform general ledger analysis and account

reconciliation

. Execute Green Machine balancing and

troubleshooting

Education University of akron, Akron, Ohio

Bachelor of Science - Business Administration

Professional

Development Keys to Customer Service, Recipient of Certification of

Achievement- Effective Blue Ribbon Customer Service

Program

Computer Skills Microsoft Excel, Word, Outlook, VP Planner, WordPerfect,

Professional Write

Volunteer Robinson Memorial Hospital

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