Bob Carney Email & Phone Number

New York, Ny, Us

New York City Metropolitan Area

Proud to be expanding Infinity CCS's innovative contact center software solutions to the US. Bringing together solutions that manage complex workflows through composable CX, integration with enterprise EMR, and AI powered training. We are helping Contact Center leaders and managers reach their goals of improved efficiency, consistency and better caller experience.• Empower healthcare organizations to improve patient interaction• Reduce the 1:1 cost of training through AI powered Call Simulator• Provide robust tracking and analytics

New York City Metropolitan Area

Part of the leadership team overseeing 285 in-house and outsourced call center agents who handle 2.6M inbound and outbound calls annually. Functioned as both the business and technical lead with responsibility for:• Preparation/management of $20M NYCH+H Contact Center budget• Service level reporting strategy for tracking and maintaining quality• Liaison to EITS during multi-year contact center upgrade for Cisco Enterprise contact center solution • Staff development working with team leads and business analystsOne key quality initiative focused on improving consistency through development and implementation of a scripting tool that guides contact center agents along our complex workflows to correctly schedule patients. As part of this initiative, I lead the process that:• Benchmarked best practices, identified technical options and potential vendors• Guided the procurement process and successfully deployed the Contact Center Scripting tool • Developed a (CAB) Change Advisory Board process to manage and maintain update

Lincoln Hospital, Bronx Ny

• Managed the conversion of multiple hospital-based appointment centers into borough-based Cisco CCX call centers• Managed Contact Center Upgrade including refurbishment of two existing contact centers and construction of a new 255-seat contact center • Hospital Practice Administrator – Lincoln Hospital Adult Medicine Clinic. Managing interactions of staff, clinicians, nurses, physicians, administrators, and patients/families during clinical appointments

Enterprise level management of telecommunications for 7 Major NYC hospitals and 75+ clinical sites for Mount Sinai Health System including telecommunication SLA and P&L management • Determined appropriate revenue recognition, monitored receivables/invoice accuracy, supported contract renewal• Liaison between key business stakeholders, vendors and service providers to understand customer problems, identify issues and create solutions• Managed team of on-site engineers supporting client engagements, ensured compliance with Unify methodologies, templates, and best practices

New York City Metropolitan Area

Spearheaded implementation of automated billing system, supervised billing analyst, and managed 3rd party resource group handling carrier billing disputes. Liaised across customers and client stakeholders ensuring proper communication and relationship management.• Reduced wireless costs $52k/mo by identifying and eliminating unauthorized wireless use• Contained carrier spending through creation and implementation of Change Control process requiring stakeholder approval for additional carrier contracts

Vertex Innovation guides clients to find optimal, innovative, and sustainable solutions to the challenges they face As a Change Guide I worked directly with clients to identify and resolve critical business challenges through design and deployment of change initiatives. • Enhanced understanding of team dynamics through psychometric instruments • Coordinated and lead rapid CPS (Creative Problem Solving) session clarifying objectives, gathering facts, and identifying solutions• Delivered corporate change initiative for automotive manufacturing company, on-time and on-message• Brought influential leader on-board by implementing plan for resistance management