Manager Customer Service

JOSEPH P. IVANOFF

*** ***** ***** **** *******, PA 15122 (412) 464-

**** *********@*******.***

EMPLOYMENT:

**** - ******* ****, ********* ******** DEPARTMENT, CALL CENTER

Pittsburgh, PA

LOCATION SUPERVISOR

Responsibilities: Responsible for the coordination and

management of the registration and

insurance eligibility processes as performed by CBO staff.

Oversees daily operations and ensures

adequate staffing levels to meet productivity benchmarks. This

requires direct

interactions with physicians, personnel from other

practice plans, hospitals and staff supporting

the billing, collections and customer service functions. Oversees the

Quality Assessment Program for the

department's data collection function. Performs random audits and

routinely discusses results with team members. Conducts

orientations for new employees. Creates and

facilitates ongoing staff education. Investigates and resolves all issues

presented by staff. Reviews workflows to maximize

automated systems and assists Information Services

in the development and implementation of computer enhancements.

2007 - 2009 AVAYA COMMUNICATIONS

Pittsburgh, PA

CLIENT SERVICE MANAGER, CUSTOMER ADVOCACY &

CRITICAL ESCALATIONS

Responsibilities: Acts as a dedicated or designated liaison

between the company and customers

to improve customer satisfaction and to meet service level

agreements. Responsible for the

timely resolution of day to day problems and break/fix

incidents for technical or operational

issues. May team with any of the following to develop and

implement an account management

strategy that drives company revenue: account managers,

engagement managers, system engineers,

sales team members, and service providers. Must use a wide

range of tool to stream line efforts in

trouble case management, escalation, reporting and customer

stewardship. Possesses and maintains

a clear understanding of key customer service entitlements

and proactively monitors on a daily basis.

Must ensure service plans align with customer revenue

objectives.

2006 - 2007 AVAYA COMMUNICATIONS

Pittsburgh, PA

PROJECT MANAGER

Responsibilities: Coordinates the installation of company

products and/or systems at customer sites. Schedules and

may perform pre-installation site review/evaluations for adequate

infrastructure.

Ensure that the proper materials and manpower arrive at

the customer site on a timely basis

for the installation of equipment. Manages installation

problem and resolution with assigned

customer accounts. Coordinates interactions between

customer, system engineering, field process

engineering, field service engineering, manufacturing, logistics and 3rd

party vendors. Responsible for timely escalation of

installation issues to the appropriate organization in headquarters.

1997 - 2006 LUCENT TECHNOLOGY / AVAYA COMMUNICATIONS

Pittsburgh, PA

FIELD SERVICE MANAGER

Responsibilities: Identify and understand customer

requirements as the pertain to their specific

telecommunication needs. Resolve all customer concerns or problems and

serve as their "escalation point" when necessary.

Directly support the sales process in order to assure the highest level of

customer satisfaction while attaining revenue and

expense objectives. Coaching and scheduling of all technician

work, such as new installations, software upgrades, MAC orders,

moves, adds and changes and trouble repair calls.

Directly coaches and supports project management to assure timely

installations. Provides various financial reports and

budgetary information to upper management. Participates in

union/management meetings to assure compliance with all labor

agreements and to promote a motivated and satisfied

workforce

1996 - 1997 SHARED MEDICAL SYSTEMS

Pittsburgh, PA

TELECOMMUNICATIONS MANAGER

Responsibilities: Provide research, evaluation,

implementation and support of voice and data equipment.

Recommend and implement selected vendor products. Provide ongoing cost

analysis and monitor changes in telephone rates.

Oversee the routing of all traffic through proper facilities. Develop all

telecommunication policies and procedures.

Coordination of all (MAC) moves, add and change orders.

Provide timely resolution to all telephone trouble tickets. Performed the

hiring, training, disciplinary actions, terminations

and employee evaluations. Developed the operating and capital budgets.

1995 - 1996 EXECUTIVE COMMUNICATION SYSTEMS

Bridgeville, PA

DISTRICT OPERATIONS MANAGER

Responsibilities: Installation and support of all voice

communications. Coordination of (MAC) moves and change

orders. Resolution of all service calls. Coordinate all end-user training

for customer, obtain and control acceptable gross

margins through the optimum use of company and subcontractor labor.

Develop, implement and enforce the standard policies,

and technical programs. Development of annual budget and

provide monthly financial reports. Performed interviews, hiring, training,

evaluations, payroll, and terminations of

employees.

1981 - 1995 ALLEGHENY GENERAL HOSPITAL

Pittsburgh, PA

CLIENT SERVICE MANAGER, TELECOMMUNICATIONS

Responsibilities: Maintained the day to day

telecommunication operation for a large health care facility.

Provided management of new installations, scheduling of (MAC) moves,

add and change orders and resolution of all service

troubles. Managed staff of 25 individuals, which included call center

personnel, technicians and supervisors. Provide face to

face interaction with hospital personnel, vendors and the

general public on resolutions to complex telecommunication issues. Provided

the interviewing, hiring, training, disciplinary

actions, evaluation and termination of employees. While under my management

the department was nominated for the President's Award.

This was the highest award issued for outstanding

performance and this was the first time and entire department was ever

nominated.

EDUCATION: LAROCHE COLLEGE

Pittsburgh, PA

Masters Degree: Human Resource Administration

B. S. Degree: Administration Management

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