Brian Yost Email & Phone Number

Royersford, PA, US

King Of Prussia, PA

Responsible for managing voice systems and network engineering teams. Manage overall corporate telecom expenses and capital. Oversee management of mobile device environment for over 10,000 units (basic cell, smartphone, and air cards, iPads). Provide support for 2000 agents comprised of call center agents, remote agents, and third party provided staff.

- Provided strategic direction for the ongoing support and development of telecommunications, contact center solutions, and projects.- Projects included:- Aspect Unified IP dialer platform for contact center blending and blaster campaigns.- Avaya PBX / CTI platform leveraging screen pop, data warehouse, and enhanced call routing.- Nice quality monitoring.

- Project lead and contact center solutions architect for Sanofi’s Vaccine contact center CTI / CRM SAP solution. - Assess and provide functional requirements for vaccine sales and marketing business units. - Responsible for evaluating existing call center environment and offer recommendations for enhancements. - Responsible for evaluating and providing.

- Project lead and contact center solutions architect for global Phase IV clinical trials engagements. - Responsible for architecting a global inbound / outbound contact center solution for global clinical studies. - Leverage existing Nortel VOIP technology to support short term needs. - Developed long-term strategy that is scalable and flexible for quick.

- Provided project management and subject matter expertise for Card Services helpdesk support and operations. - Responsible for the consolidation of call center operations, procedures, and assets. - Identified and documented applications, which will require migration and or sun setting. - Provided business analysis, define and document customer functional.

- Oversaw end-to-end operations for Wireless Local Number Portability and new activations for corporate accounts.- Responsible for managing all aspects of client engagement focusing heavily on B2B enterprise customers.- Oversaw order entry and provisioning team (48) for LNP, teleconversions, COAMs for GSM/GPRS,TDMA, CDMA.- Developed 24/7/365 escalations.

- Directed technical operations for Comcast Commercial Online for Commercial High-Speed Internet customers. - Directed 24/7/365 technical support, information systems, call routing, customer service, order entry, and billing. - Set the standards of performance to promote superior technical support and meet established departmental goals. - Prepared and.

- Provided strategic global planning for the development and rollout of systems security under 21 CFR Part 11 guidelines. - Established standard operating procedure training plan for key areas impacted by systems security changes. - Developed a change control and key project metrics process for security protocol updates. - Participated in developing a.

- Provided project management office for 21 CFR Part 11 compliance for enterprise IT systems and applications. - Developed strategies to ensure electronic records and signatures policies and procedures are in FDA compliant. - Established systems training on new standard operating procedures resulting from systems remediation.- Developed and managed all key.

- Provided strategic direction for the ongoing support and development of customer service and claims systems. - Provided oversight for the support, strategic enhancements, and implementation of infrastructure platforms.- Directed a team of 30 developers, programmers, systems engineers, systems analysts, and project managers. - Implemented a project.

- Managed strategic business solutions for Revenue Services by leveraging new and existing technologies. - Responsible for defining customer requirements and developing scope and objectives. - Managed business systems analysts, vendor selection, accounts, contracts, and business technology budget. - Facilitated discussions between operations and IT teams.