LAWRENCE D. KORNIT, MBA

http://www.linkedin.com/in/lawrencekornit

http://lawrencekornit.wordpress.com

760-***-**** mailto:j9ji8b@r.postjobfree.com

Oceanside, CA 92057 http://leadwithyourright.wordpress.com

HANDS ON LEADER CREATING ORDER OUT OF CHAOS, VALUE OUT OF EXPENSE AND CUSTOMERS FOR LIFE

Fluent in English, Technology, Analytics and Profitability

Experience

LDKConsulting 2007 – 2012

Principal, San Diego

Travel/Sabbatical

Electronic Healthcare Records Mandate

Haskell Enrollment Services

Technically Speaking, Lead With Your Right

• Design and creation of entire infrastructure for support and operations of Electronic Healthcare Records systems.

• Development of project management plans to implement CRM allowing for seamless integration with remote associates.

• Creation of analytics to drive revenue.

• Delivery of all action items on time and under budget.

• Designed and implemented CTI integration improving response time by 78%

Manager, Enterprise Product Support, DecisionPoint

Mitchell International, San Diego, CA 2006 - 2006

• Improvement of Mean Time to Restore by 40% saving over 1 Million in costs per year.

• Retention of a $4 million key national account by indentifying file format problem on client’s server that had resulted in nightly errors, and adapting processing code to resolve the ongoing issue.

• Management of projects and process improvements to improve customer experience, efficiencies, and costs.

• Reduction of time to update on-line database from 11 hours to 30 minutes saving over $52,000 per year in productivity time.

• Re-engineered technical support to provide a single “closed end front door” entry point, which promoted first call resolution, corrected data issues not captured and improved customer satisfaction ratings from 78% to 98%.

• Leadership of teams positioned to deliver high level of service at the first contact point and all escalation points for technical support contact center.

• Creation of Project Management process decreasing time for the development of projects and simplified the process to present project business cases.

Senior Implementation Manager, 2000 – 2006

Regional Technology Manager, Illinois and Wisconsin, 1999 – 2000

Technology Manager, Credit and Collections, 1997 – 1999

ATT/SBC/Ameritech 1997 - 2006

• Protection of lost revenue of $180 million annually by creating and implementing processes to reduce virus-caused outages.

• Realize saving of over $11 million in annual outsourcing costs, lost interest, and lost productivity by driving development of software enhancements that enabled in-house electronic transactions within the 1st six months

• Design and presentation of Avaya training curriculum, Leader’s Guides and Job Aids for effective transfer of knowledge from leaders to employees to customers.

• Decrease in time-to-resolve technical assistance calls by analyzing call-ticket error trends, identify issues, and implementation of processes that filtered live issues from program bugs.

• Minimized mean times between failures and recurrences by developing a quality review plan: “Progressive Service Assurance Program”.

Technical Support Manager, National Accounts, 1996 – 1997

EZWare Product Manager, 1993 – 1996

CCC Information Services, Chicago, IL 1991 - 1997

• Realized savings of 30% in first nine months as Product Manager of EZWare by re-negotiating rental agreements.

• Improvement of implementation process delivering software for clients faster and more efficiently.

• Championed digital imaging for the insurance and collision repair industries.

Education

MBA, Technology Management, University of Phoenix, Phoenix, AZ 2003 – 2005

Bachelor of Arts, Communications/Media Northern Illinois University, DeKalb, IL 1980 – 1983

Certifications

• AVAYA Predictive Dialer / Campaign Analyst / Hardware Analyst

• MCSE Coursework in Network Analysis and System Administration

• Fred Pryor Management Training Management Skills / Project Management / Communications Skills for Technical Managers

Affiliations and Honors

ASE Blue Ribbon Recipient, for work on creating a standardize test for computer assisted collision estimating.

TEKsystems, Official Network Association of Support Professionals, Call Center Technology, College of Information Systems & Technology, Collision and Auto Body Repair Professionals, CRM Experts, Customer Services Management Professionals, Customer Support Managers, Deskside Support Services, Group of IT Professionals, ITIL IPSR Leadership Think Tank, Project Manager Community San Diego, Analytics Professionals, San Diego IT & Engineering Professionals, Software as a Service (SaaS) Group, Technical Support Engineers, Technical Support Managers, Technology Council of Southern California, The Project Manager Network

Industry Experience Includes:

Telecommunications, Healthcare, Insurance, Auto Collision Damage and Repair, Food Services, Not for Profits, Retail Management, Software Support, Government, Consumer Electronics

Relevant Skills Inventory

AVAYA Certified , VOIP Installation and Management, ITIL Practices, Project Management, Network Technology, Incident Management, All Call Center Technology, Database Systems, SLA/KPI, Break Fix MSOffice, Electronic Healthcare Records, Product Management, Lean Project Management, Process Improvement, Coaching/Training/Mentoring, People Management, Analytics/Financials, SOX, ASE, CTI Design, IVR Design and Workflow, Food Service, Budget Development

CRM Software Includes:

MS Dynamics, Servicecloud, Salesforce, Siebel, Sugar, Remedy, VTIGER, SAP, RightNow Technologies CX, Peoplesoft, OnContact, Zoho

References

“Larry managed the entire implementation [software, hardware, telephony and website] with his eye on the budget, and minimizing the downtime experienced by my office.”- Mark Haskell (IT consulting client) Haskell Enrollment and Insurance Services 760-***-****

“…instituted a system that centralized the inquiries to come through one location…the medical support group was better equipped to handle and resolve customer issues … he will go to any length to find resolution to an issue.”- Joe Cheverie, Technical Writer, Mitchell Medical 508-***-****

“Larry is the solid, “go-to” guy who is at the real core of what makes good performance at ANY organization. Combining the highest level of technical skills, leadership, common sense, and strong customer focused values he always delivers.” - Roger Wright, Group Vice President, CCC Information Services

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