Robert Dipietro Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Somerville, Massachusetts, United States

● Compiled and evaluated for the leadership team, reports regarding call and work volumes on an intra-day, daily, weekly, monthly, and yearly basis.● Conducted constant assessments of service level targets determining sufficient staffing to meet set departmental service levels.● Provided recommendations on reallocation of resources to address needs, including long term staffing.● Supported Envision/Calabrio Quality Monitoring application, adding and deleting agents, building schedules, and troubleshooting issues for the call recording application.● Partnered with the telecom department for proactive telecom requests and troubleshooting of problems.● Facilitated operations related projects, including intra-departmental moves, building and real estate issues, equipment inventory, new telephone line installation for internal and external customers and vendor relationships.● Coordinated and implemented Workforce Management Optimization software installation required for maintaining service levels and staff scheduling effectiveness.● Ensured timely and appropriate attention to patient issues and privacy concerns by collaborating with entity specific privacy and patient advocacy departments.

Medford, Massachusetts

● Developed representatives’ customer service skills, improving job performance through daily feedback and call coaching. Led monthly individual and team meetings. Delivered yearly performance reviews.● Participated in the recruitment process to help maintain appropriate staffing levels for the call center.● Reduced “average not ready time” to under 10%, five percent below the maximum level allowed.● Resolved complex application system issues by acting as the liaison for the call center to the Information Systems and Telecommunications Department, resulting in prompt and timely resolution of issues.● Collaborated with building management to facilitate projects, such as electrical testing, renovations, in effort to minimize disruption to the operation of the call center.● Researched and proposed a call coaching and workforce management application.● Oversaw initial implementation of call management application, from inter-department to entire organization.● Supervised projects related to the department’s move to a new location.● Acted as sole representative for the call center for all move related action items and preparations, from attending management meetings to communicating expectations with departmental staff.● Conducted historical tours of hospital and campus, as part of onboarding new department employees.● Supervised up to 20 registration services representatives for all daily activities.● Ensured service levels were met by monitoring call volume and allocating representatives appropriately.● Presented new hire expectations to company-wide internship graduates.

Watertown, Massachusetts, United States

Project Specialist – 1999-2003. Executed company-wide initiatives. Educated the department on changes in policy and procedure.Supervisor – 1997-1999. Supervised 15-20 direct reports and 100 indirect reports when other supervisors were not available and facilitated call coaching, one-on-one and team meetings with direct reports.Trainer – 1994-1997. Provided onboarding training for over 75 new employees and led ongoing training for several existing representatives.Representative – 1993-1994. Answered and responded to over 50 inbound calls daily, navigating members through their health benefits and resolving claim issues.