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- Provided account management and high-level technical support to project teams, vendor managers, procurement, sales and the senior operations team.
- Initiated, overseeing & supporting the coordination and guidance of projects with high importance align the technology and business strategies.
- Responsible for capital and operating expense budgeting and forecasting.
- Lead Weekly Delivery Meetings and served as a client advocate by making sure quality and delivery of services were achieved through project audits.
- In partnership with divisional senior leadership, performed analysis of strategic plan, business performance, key initiatives, and business development opportunities providing recommendations to address issues and gaps.
- Developed technology roadmaps and investment plans that supported the delivery of multi-channel products and services across the enterprise. Technology platforms include IVR, Chat, PBX, CRM/CTI, SMS, E-Mail, Virtual Hold, SIP.
- Leveraged ITSM to measure, analyze, and monitor IT performance and client KPI's.
- Responsible for IT contract language for both master service agreements and statement of works with all healthcare clients.
- Customer Interactions during and after major Incidents. Do formal write-ups of customer facing Incident Root Cause Analysis (RCA).