Manager Sales Representative

Anthony J. Crola

** ***** ****

Waterford, NY ***88

518-***-**** Home

518-***-**** Cell

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

Objective- Obtain a position in a professional business environment, using my managerial, compliance and continuing quality improvement expertise. Business oriented, focused in compliance and operations with a desire to improve areas in a business environment through audits, observations, data collections and design implementations.

SUMMARY:

Eighteen years overall strong Technical, Data Center, Compliance and Operational Management Project experience.

Ten years Project Supervision and Operations experience including designing, development, coordination, implementation and deployment of IT products, SLA deliverables and architecture.

Six years ‘of experience with managing technical support of various Windows operating systems with two years supporting Operational Databases. Strong documentation and vendor negotiation experience.

Five years of performing Quality Control and Quality Assurance for Call Centers and different Operational Departments under the NYS health care system, Project management from small to large projects from beginning to end.

Experience with the following Call Center & Data Center Operations software; SharePoint, Verint Impact 360, Workflow, Field Glass, Obtain, Deltek, Visio and MS Office, Knowledge Base, Siebel and SharePoint, DOORS, Adhoc reporting in Cognos, RQM and JIRA, and Blueworks.

Two Years IT, Compliance and Workflow Auditing with Systems, ACA and NYS DOH Documentation. Knowledge of Banking Software APA, SAFE, WEBUI, NYCE, HOGAN and APA

Education:

U.S. Army - Operations Technical Training Atlanta/GA

U.S. Army - 2 Year Computer Technical Degree

U.S. Army - 2 Year Computer Management Degree

Shenendehowa HS Clifton Park/NY

High School Regents Diploma

Experience:

Strong working knowledge in the Medicaid/Medicare, Banking System, CMS and Affordable Care Act and Operational management

Perform banking operations, chargeback, reverse chargebacks, front end fraud and dispute cases using APA, WEBUI, HOGAN, ADH, SAFE.

Knowledgeable in Designing, Implementing and Validating deliverable documents for NYS Department of Health

Implementing Plan of Corrective Actions to improve client satisfaction of services with documentation of follow up plans when needed.

Well experienced in developing and implementing satisfaction surveys, quality management plans, compliance regulation plans and business management plans.

In charge of several small to large projects from beginning to end.

Implemented a system enabling all sites to collect data in a confidential and consistent manner.

Evaluating staff performance when interacting with the clients and follow up training in client satisfaction and person-centered services.

Implemented team meetings; facilitated data analysis, exploration of root causes developed and action plans of corrective action.

Analyzed trend results in client satisfaction within agency programs identifying.

Updated logs and records consistently to facilitate comprehensive information for review.

Quality improvement of documentation of progress monitoring within case records

Train staff on all regulations and procedural policies regarding OMH, OPWDD and OCFS regulations and compliance.

Developed and implemented monthly Quality Assurance meetings with each department within the agency to ensure regulatory obligations and client satisfaction are met.

Developed procedures to comply with DOH, OMH, OCFS, OPWDD and State Ed regulations.

WORK EXPERIENCE:

COLLABERA (KeyBank) 1/2018 – Present (Temp Contract) Albany, NY

Operations Specialist

Working within BackOffice Operations for KeyBank using ADH

Switching GLS to keep KeyBank’s funds posted to the correct GL using APA

Reporting lost, stolen, counterfeit credit cards to SAFE and MasterCard Connect

Processing Debit Card front end for Fraud and Disputes accounts for possible Chargeback processing

Investigating account information in fraud cases to make proper determination on the account process

Verifying Merchant Credits processed to provide funds back to the clients account

Working Debit Card Chargebacks for Fraud and Disputes accounts to reconcile funds that have been provisionally credited to the customer’s account

Research case transactions for posting dates and classifications in WEBUI and HOGAN

UNIVERSAL TECHNOLOGIES (NYC Contract) 11/2017 – 6/2018 (6-month project) Albany, NY

IT Recruiter

Performed full cycle recruiting

Met with NYC Agencies hiring managers to gather complete requirements

Interviewed possible candidates in reference to the required skills needed

Generated bi-weekly reports for entire team

SEFCU (Contract) 7/2016 – 10/2017 Albany, NY

IT Service Operations Manager

Run Day to Day operations of the Service Desk and IT Operations

Design Metrics for Service Desk Calls, Adherence, First Call Resolution and Attendance

Design workflows for undocumented SOP’s

Create Team Scorecards for the Service and Operations Team

Develop Development Plan for each staff Member

Report Weekly to Director and CTO

Worked it Datacenters running Environmental and spacing for Servers, Network and PDU’s

Performed IT Auditing for HW, SW and User ID

Running Operations side of Core Conversion

Using APA, ADH and other banking systems to ensure accounts processed properly.

Chairman of the Confluence Document procedure

Tech Valley Talent (XEROX & NYS DOH Contract) 10/2015 – 7/2016 Menands, NY

Quality Assurance/Compliance Specialist Manager

Perform quality assurance on call center, mailroom, claims and other operational departments

Worked with NY State DOH on Scope of work (SOW) for the call center implementation

Developed (SOP) for call center, mailroom and general operations within the QA team

Identify with operations departments to finalize implementation for areas of need

Performed Documentation Auditing for NYS DOH

Instructing training classes for the Call Center staff, how to follow HIPAA procedures.

Maximus (NYS DOH Contract) 6/2013 – 10/2015 Albany, NY

Call Center Supervisor

Supervised call center staff operations for the Affordable Care Act for NYS DOH.

Helped Management to ensure that call center staff maintain compliance state and federal regulations

Worked with UAT Team to test and work the Web Portal, EDI

Help with Design and Implementation of Data Centers for Startup

Performed Account Auditing to ensure procedure and policies were followed correctly

Performed QA/QC on call center calls to ensure they were in compliance within the ACA

During implementation helped with the SOP and Technical writing

Supervised call center staff while helping other teams achieve the goals of Maximus for DOH

Ran UAT testing of the user interface, software design during implementation.

Time Warner Cable 4/2011 – 6/2013 Rotterdam, NY

Supervisor Direct Sales Representative

Duties: Meet with Sales Team to strategize sales plan

Compiles numbers and handles customer escalations and complaints.

Ensure DSR’s perform presentations correctly.

Provided monthly accurate, precise and prompt sales and technical reports

MVP Consulting (NYS OFT Contract) 8/2003 – 4/2011 Albany/NY

Data Center Operations Manager:

Duties: Performing Day to Day Activities within the OFT Data Center Operations and Technical Services.

Scheduling all Electrical/HVAC and Co-Location Projects within Data Centers

Performed IT Hardware Auditing within the Data Centers

Maintained Obtain software for Rack and PDU Information (Space, Power and cooling needed)

Maintaining Call Center Schematics to obtain CSA agreement

Develop Metric reports on DC environmental

IPRO (NYS DOH Contract) 2/2000 – 8/2003 Albany/NY

Manager Operations, Technical & Customer Services:

Duties: Performing Day to Day Activities within the IPRO (DOH) Operations and Technical Services

Designing new Tracking Software for DOH and created the technical writing for the SOP

Military Experience:

United States Army 8/1983 - 8/1993 Atlanta/GA (Ft. McPherson)

Lead Operations & Security:

Maintained the WWMCCS (Worldwide Military Communications System)

Reported to Post Commander on any Operational or Security issues

Lead Operator for WWMCCS while monitoring operations backup for NORADD Defense System

Instructed, evaluated and coached operators as needed.

TRAINING/CERTIFICATIONS

Visual Basic6, Certification, Mastering of Visual Basic 6.0 Developments and Design, Operations Training Certification: Data Center & Project Operations Management

Network Operations & Diagnostic, Systems Operations & Diagnostic, Call & Help Desk Centers

Novell Training Certification:, Network / Systems & Operations Management, Novell 4.11 Install Training, Novell 4.11 Network Training, Software Training, Computer Operations Training Certification, General Electric - Certified Hardware and Software Certificates, General Electric - Certified Operations management, UNIX (HP-UX) Systems/Operations Management, UNIX (HP-UX) Operations Training:, PC Install/Upgrade and Repair Training P C Software (Microsoft) User Training:

Military Training: US Army Security Investigations Ft. Benning/NC

Certification: Training on proper steps to investigating crimes or any other violations.

US Army Special Forces Training Ft. Benning/NC

Certification: Complete training on combat, recon, small arms, airborne and misc. training.

US Army Recon Training Ft. Benning/NC

Certification Training to survey information or enemy positions and reporting data back to command personnel.

References Available Upon Re

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