Customer Service Business Processes

John Skaluba

*********@*****.*** 570-***-****

Experience

Jushi Holdings Scranton, PA

Process Analyst September 2023 - Present

• Assured compliance requirements are met or exceeded through operational and physical support at the facility.

• Tracked production to ensure that weekly, monthly and quarterly goals are met.

• Used process mapping to holistically assess business processes and determine opportunities for improvement.

• Analyzed business processes and workflows and develops automated approaches to boost productivity.

• Documented existing process flows and identified gaps in the current system.

• Implemented changes to streamline processes and reduce costs.

• Conducted research into best practices and industry standards related to process design and implementation.

• Provided training sessions to staff members on newly implemented processes.

• Evaluated effectiveness of implemented changes by tracking key performance indicators. Cognizant Technology Solutions (Formerly TMG Health) Jessup, PA Team Manager- Workforce Management July 2018 - September 2023

• Oversaw the Workforce Management and Command Center team.

• Performed analytical research, systems analysis, real-time monitoring, and project management in support of both technical and financial initiatives.

• Managed day-to-day operational needs, including analyzing and preparing ongoing operating expenses as compared to budget, and researching variances.

• Guided development of staffing forecasts; identified, developed, and reported on cost-reduction and quality improvement projects.

• Monitored and analyzed vendor performance; coordinated vendor audit activities/responses and interactions with company departments.

• Developed and delivered accurate and cost-efficient schedules and forecasts for Customer Service and Ancillary Services.

• Managed oversight of all real-time monitoring, skills-based routing, and intra-day activities of a global contact center.

• Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.

• Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.

TMG Health Jessup, PA

Supervisor- Customer Service July 2014 - July2018

• Led the contact center support services team, including process improvement, quality assurance, and performance coaching.

• Transformed the relationship between support services team members and call center leadership to ensure an integrated model for individual performance advancement.

• Coached, developed, and mentored customer service agents and team leaders.

• Managed customer service representatives' day-to-day handling of member and provider inquiries.

• Guided staff to achieve optimum quality and productivity; handled escalated calls/issues and continuously sought to improve service levels while supporting flexibility in response to changing business needs.

• Provided input into hiring decisions, evaluated staff performance, and conducted performance appraisals.

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