Customer Care Social Media

Alan E. Kazin

Marlboro, NJ ***** 732-***-****

**********@*****.*** https://www.linkedin.com/in/alankazin CAREER SUMMARY

Vice President / Director / Business Technology / Program Management / Contact Center Business technology leader with over 20 years of experience with Fortune 500 companies. Accountable liaison and “change-agent” providing the “drive & vision” in all aspects of the development project life cycle maintaining a high focus on customer service and product/program alignment. Deliver program and project management for various vertical markets through strong relationship with business partners. CORE COMPETENCIES

Contact /Call Center Business Technology Reduce Costs / Improve Customer Experience

Multi-vertical market disciplines

Project Leadership / Agile / Waterfall

Transformative Reengineering

Escalation / Resolution Management

Strategic Planning / Process Improvement Cross Functional Oversight/Management SELECTED ACCOMPLISHMENTS

Achieved $20 million in annualized benefits for premier PBM (Pharmacy Benefit Management) firm through Contact Center technical and operational reengineering efficiencies.

Increased recurring annual product revenue from $10 million to more than $50 million within a two year timeframe as Project Executive for client-facing imaging and reporting application.

Spearheaded Omnichannel Contact Center transformation for a leading luxury brand retailer to enable and support Business goal in achieving $16 million in incremental annual sales.

Successfully lead speech recognition application improvements leveraging natural language for VOIP Telecommunications firm providing annualized savings in excess of $300K.

Developed, maintained and supported Contact Center IVR applications utilizing speech recognition processing over 100 million inbound/outbound pharmacy calls/yr. saving $150 million annually.

Participated in the development of GlobeSet™, an innovative global financial application utilizing mutual fund shares as a settlement vehicle between a Clearing House and their members to meet margin calls. Team awarded formal recognition with publication in the Wall Street Journal. PROFESSIONAL EXPERIENCE

Atlas/SmartIMS, Plainsboro NJ March 2019 – December 2019 Business Technology – Program Management

Lead large scale program for the development, delivery and deployment for a SDWAN UCaas Unified Communications network solution for a nationally recognized leading automotive parts retailer. Assist CEO and Leadership team in the areas of the Cloud, Digital Services, and Contact Center. Employ leading technology practices augmented with an advanced global delivery model to help clients transform their high-value business processes improving business performance.

Tory Burch, Jersey City NJ November 2016 – October 2018 Business Technology – Management Consultant

Partnered with senior leadership and key stakeholders in delivering an Omnichannel cloud-based Contact Center solution leveraging new innovative technology while transforming business processes from an outsourced vendor based model to an insourced profit center. Provided program/project/vendor management expertise together with strategic and tactical methodologies in delivering a “feature rich” and scalable platform (eMail, Voice, Chat, SMS, Social Media) accommodating Tory Burch’s increased sales, revenue & growth business objectives. Principal coordinator for technical and business activities from business/functional requirements, vendor RFP, comparative analysis and selection. Alan E. Kazin

Marlboro, NJ 07746 732-***-****

**********@*****.*** https://www.linkedin.com/in/alankazin Medidata Solutions, Iselin NJ May 2016 – September 2016 Business Technology – Management Consultant

Provided industry knowledge and project management expertise enabling technology & business areas to respond efficiently and effectively to customer and business requirements utilizing current Contact Center Omnichannel cloud based solutions. Analyze and document necessary artifacts including business case and ROI analysis in support of IT cost saving service improvements for the Customer Care Organization. Vonage, Holmdel NJ December 2013 – October 2015

Business Technology – Management Consultant

As primary Business/Technology liaison, was responsible for the planning, strategy and project management of IT cost saving service improvements in support of the Customer Care Organization. Provided project management expertise and industry knowledge for their Contact Center needs. Coordinated product improvements for a hosted natural language IVR speech enabled application saving $200K annually. Horizon Blue Cross-Blue Shield, Newark NJ February 2013 – November 2013 PMO – eBusiness Call/Contact Center Solutions - IVR (Consultant) Provided IT and project management knowledge leading a team of business analysts and software developers in providing Call/Contact center e-Business solutions. Delivered process improvements contributing to financial savings and improved overall customer experience utilizing Nuance and Avaya suite of products. Express Scripts (Medco Health Services), Franklin Lakes NJ September 2007 – December 2012 Director of Business Technology - Contact Center (Lead Product Owner) Successfully managed teams of functional analysts, software developers and technical architects in delivering cost-effective customer-facing IVR and desktop healthcare business solutions. Utilized Nuance and Genesys suite of products handling 100 million calls per year spanning multiple call centers engaged with 3500 agents. Administrative responsibility for $10 budget and $50 million project portfolio. Provided supervision to 50 IT professionals and consultants; 4 manager level direct reports and 100 associates in a matrix management environment. Interface with key stakeholders and senior leadership regarding scope, status, risks and issues. Selected by Business to lead re-engineering “Patient Advocacy” consumer facing project portfolio involving Mobile, Web and IVR platforms. These healthcare patient improvements utilizing Scrum and Agile methodologies facilitated cost-savings in excess of $20 million while maintaining HIPPA/Medicare compliance. Ascent Services, NJ 2006 – 2007

Director of Technology & Consulting Services

Interfaced with CEO and CFO on major IT engagements for Professional Services and staff augmentation with several Fortune 500 clients. Led large-scale, customer-facing technology projects from inception through implementation. Fostered new and strengthened existing client relationships leveraging experience and network of colleagues and resources for customers in the financial, healthcare and retail vertical markets. ADP, Roseland NJ 1996 – 2006

Senior Director (Business Technology)

Successfully managed and lead software development of financial applications while maintaining a balance of business value. Provided administrative management to over 100 IT staff professionals and consultants with governance over 7 manager level direct reports; successfully managed budgets in excess of $7 million. Assumed additional responsibility as Relationship Manager with senior leadership of several ADP Business Segments. EDUCATION / PROFESSIONAL DEVELOPMENT

BA, Bachelor of Arts, Computer Science – City University of New York (Queens College), New York

PMP (In progress)

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