Alan Erceg Email & Phone Number

Monroeville, Pa, Us

Remote

Pittsburgh, Pennsylvania, United States

--Orchestrated end-to-end API and EMR onboarding for healthcare and durable medical equipmentproviders across the globe. Developed and executed customized quality assurance plans for seamlessproduction environment transition.-- Collaborated with diverse teams across different geographical locations to coordinate feature development, testing efforts, and ensure customer challenges are addressed in a timely manner.-- Accountable for overseeing and optimizing the… Show more --Orchestrated end-to-end API and EMR onboarding for healthcare and durable medical equipmentproviders across the globe. Developed and executed customized quality assurance plans for seamlessproduction environment transition.-- Collaborated with diverse teams across different geographical locations to coordinate feature development, testing efforts, and ensure customer challenges are addressed in a timely manner.-- Accountable for overseeing and optimizing the performance of Rest and SOAP APIs serving clients inmultiple countries, ensuring efficient handling of millions of calls on a monthly basis from diverse userson a day-to-day basis.--Developed intricate SQL queries to efficiently extract analytical data from multi-tenant databases, assisting clients in clarifying the data and calculations.-- Utilized issue tracking and agile tools for efficient management and resolution of API defects and features ensuring SLA or service level agreements are met. Show less

Greater Pittsburgh Area

--Served as the liaison between the product support and engineering team to address and resolve defects,features and improvements.--Managed a comprehensive ticket tracking system (JIRA) that improved transparency and allowed forproactive agile integration.--Led onboarding of new product support representatives with an efficient training strategy, expediting their readiness to handle customer inquiries effectively.

Murrysville, Pennsylvania, United States

-- Developed professional relationship with hundreds of customer to provide professional responses through phone/chat/email, maintaining a high level of of satisfaction by receiving both positive internal feedback and high Net Promoter(NPR) scores.-- Created and delivered informative and engaging training sessions, ensuring customers were well-equipped to leverage our patient management software's features effectively.--Cross trained in other aspects of the business (Diagnostic… Show more -- Developed professional relationship with hundreds of customer to provide professional responses through phone/chat/email, maintaining a high level of of satisfaction by receiving both positive internal feedback and high Net Promoter(NPR) scores.-- Created and delivered informative and engaging training sessions, ensuring customers were well-equipped to leverage our patient management software's features effectively.--Cross trained in other aspects of the business (Diagnostic care) to provide better support. Show less

Greater Pittsburgh Area

-- Identified and triaged high level technical issues from both patients and medical professionals on the Zoll LifeVest ensuring prompt resolution.-- Elevated to Senior Representative within 6 months of hire after receiving positive internal feedback and exceeding call metrics.-- Integrated into the on-call team that was responsible for addressing patient and doctor requests around the clock 24/7/365.