C. Edward Siwula Email & Phone Number

Tempe, Arizona, United States

Serve as subject matter expert of reporting tools and business applicationsProvide guidance, explanations and trouble-shooting support to internal and external customersPerform various types of analyses related to business, reporting and system changes/enhancements including Risk and ROICreate and maintain all pertinent documentation related to data or process flows, analytical reports, report design/mock-upsProvide direction and input in the development of system and… Show more Serve as subject matter expert of reporting tools and business applicationsProvide guidance, explanations and trouble-shooting support to internal and external customersPerform various types of analyses related to business, reporting and system changes/enhancements including Risk and ROICreate and maintain all pertinent documentation related to data or process flows, analytical reports, report design/mock-upsProvide direction and input in the development of system and application specificationsDevelop and execute SQL queries to support reporting needs and requestsCreated efficiencies by designing and implementing a Dashboard in Power BICreate new accounts for all NICE IEX users, assigning proper permissions and providing support when necessaryAssisted Workforce team with Shift Bids by providing analysis around headcount and shift optimizationDesigned and built an updated dashboard within CUIC that further increased efficiencies across the Workforce team along with the call center leadership team Show less

Tempe, Arizona, United States

Manage call center performance ensuring service levels and contractual agreements are metCommunicate the call center performance in a timely and appropriate manner with the Leadership teamMonitor real-time adherence and manage inbound call queuesAnalyze call center performance and recommend schedule changes along with changes in headcountProvide reporting to call center leadership to track metrics associated with agent productivityGenerate and update schedules within… Show more Manage call center performance ensuring service levels and contractual agreements are metCommunicate the call center performance in a timely and appropriate manner with the Leadership teamMonitor real-time adherence and manage inbound call queuesAnalyze call center performance and recommend schedule changes along with changes in headcountProvide reporting to call center leadership to track metrics associated with agent productivityGenerate and update schedules within IEXDesigned and built dashboards within CUIC that increased efficiencies across the Workforce team along with the call center leadership team Show less

Tempe, Az

Supervise a team of 3 to 5 accounts receivable specialists in an outbound call center environmentCoach and develop team members so they timely and accurately execute processing needs in compliance with performance standards and regulatory agenciesAssign and monitor work in progress ensuring exceptional service to customers both internal and externalEvaluate performance, enforce attendance and performance standards; administering employee corrective actionInterview and recommend… Show more Supervise a team of 3 to 5 accounts receivable specialists in an outbound call center environmentCoach and develop team members so they timely and accurately execute processing needs in compliance with performance standards and regulatory agenciesAssign and monitor work in progress ensuring exceptional service to customers both internal and externalEvaluate performance, enforce attendance and performance standards; administering employee corrective actionInterview and recommend new hires and promotionsCreate and update work instructions, policies and procedures ensuring they are accurate, up to date and easy to use and understandParticipate in and lead weekly and monthly meetings using WebExPartner with other departments to effectively resolve customer and system issues and inquiries to ensure mutual successWork with the Finance Director to promote continuous improvement and implement strategic business work plan goalsServed as a leader of the project to get Automated Statements for past due balances mailed to patients including the design of the templates ensuring clarity, and accuracy of grammar and spellingThe Automated Statements project reduced the total balance due in excess of $40,000 in less than 90 days and increased the frequency of payments Served as a leader of the project to get a Check Lockbox saving the company in excess $2,500 per month, reducing the manual workload for multiple departments across both MedImpact Direct and MedImpactWork with Microsoft Excel, JIRA, Salesforce, Kronos, Cisco and Verint on a daily to weeklyConsidered to be the go-to for Microsoft Excel within the department, building many spreadsheets using all kinds of formulas including if statements, vlookup along with creating macro Show less

Tempe, Az

Supervise a team of 17 to 20 customer service representatives, pharmacy technicians and team leads in a call center environmentCoach and develop team members so they timely and accurately execute processing needs in compliance with performance standards and regulatory agenciesAssign and monitor work in progress ensuring exceptional service to customers both internal and externalEvaluate performance, enforce attendance and performance standards; administering employee corrective… Show more Supervise a team of 17 to 20 customer service representatives, pharmacy technicians and team leads in a call center environmentCoach and develop team members so they timely and accurately execute processing needs in compliance with performance standards and regulatory agenciesAssign and monitor work in progress ensuring exceptional service to customers both internal and externalEvaluate performance, enforce attendance and performance standards; administering employee corrective actionCreate and update work instructions and job aides ensuring they are accurate, up to date and easy to use and understandServe as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issuesParticipate in and lead weekly and monthly meetings using WebExPartner with other departments to effectively resolve customer and system issues and inquiries to ensure mutual successWork with the Call Center Manager and Director to promote continuous improvement and implement strategic business work plan goalsWork closely with the Workforce Management team in order to ensure proper staffing using NICE IEXWork with Microsoft Excel, Salesforce, Kronos, Cisco and Verint on a daily basis along with Access and SQL on a weekly to monthly basisConsidered to be the go-to for Microsoft Excel within the department, building many spreadsheets using all kinds of formulas including if statements, vlookup along with creating macros Show less

Scottsdale, Az

Temporary Assignment placed by Romack Inc. StaffingResponsible for reviewing Medicare Part D letters for accuracyEnsured that any letters with errors were not sent to membersReported issues with templates so they could be updatedWorked with Microsoft Excel and Sharepoint on a daily basis

Supervised teams of 18 to 35; comprised of pharmacy technicians and pharmacists within a production and call center environment in the Central Utility and E-Commerce departmentsMonitor and adjust time, attendance and adherence of employees using Kronos and IEXWrite and deliver performance reviews and counselingsFacilitate daily team meetings and monthly one on onesCoach and develop team members so they can reach and exceed department goalsExamine work queues and guide team… Show more Supervised teams of 18 to 35; comprised of pharmacy technicians and pharmacists within a production and call center environment in the Central Utility and E-Commerce departmentsMonitor and adjust time, attendance and adherence of employees using Kronos and IEXWrite and deliver performance reviews and counselingsFacilitate daily team meetings and monthly one on onesCoach and develop team members so they can reach and exceed department goalsExamine work queues and guide team members to ensure service levels are metAnalyze data in order to increase productivity and improve standard operating proceduresWorked closely and consistently with Workforce ManagementInterview and recommend new hires and promotionsWorked closely with the Workforce Management team in order to ensure proper staffing using NICE IEXWorked with Microsoft Excel and Sharepoint and Avaya on a daily basisConsidered to be the go-to for Microsoft Excel within the department, building many spreadsheets using all kinds of formulas including if statements, vlookup along with creating macros Show less

Considered the technical expert for the Central Utility teamResponsible for assisting specialists in the proper entering of prescriptionsHelp coach and train specialists so that they can meet and exceed data entry goalsSupport the Team Leads with special projects

Responsible for reading and reviewing prescriptions and entering them accurately and efficiently, following Walgreens prescription data entry guidelines and proceduresUse knowledge to troubleshoot and obtain missing information from prescriptions

Apple Certified Mac Technician (ACMT) responsible for providing world-class customer support at the Genius Bar by troubleshooting and diagnosing both hardware and software, along with teaching and training customers how to use their devices and the software included. Upgraded systems including installation of Parallels and VMware FusionRepair all hardware and software issuesMake accurate and detailed notes for every repair as well as keeping in constant contact with customers regarding… Show more Apple Certified Mac Technician (ACMT) responsible for providing world-class customer support at the Genius Bar by troubleshooting and diagnosing both hardware and software, along with teaching and training customers how to use their devices and the software included. Upgraded systems including installation of Parallels and VMware FusionRepair all hardware and software issuesMake accurate and detailed notes for every repair as well as keeping in constant contact with customers regarding their repair statusKeep the Genius Room and Genius Bar organized and running smoothlyPromote a solid relationship with all Apple retail employees including technology coaching Show less

Responsible for the overall flow of the Genius Room; making sure the Genii know the status and priorities of repairs in the queueManage the receipt, tracking and distribution of service and consumable partsProcess both incoming and outgoing depot repairs including performing data transfers prior to shipmentAnswer the phones; informing customers of the status of their repair along with answering questions and working with AppleCare on customer service issuesMake sure that the… Show more Responsible for the overall flow of the Genius Room; making sure the Genii know the status and priorities of repairs in the queueManage the receipt, tracking and distribution of service and consumable partsProcess both incoming and outgoing depot repairs including performing data transfers prior to shipmentAnswer the phones; informing customers of the status of their repair along with answering questions and working with AppleCare on customer service issuesMake sure that the Genius Room is kept clean and organized including the management of the Genius Room paperwork Show less

Responsible for helping customers with their purchases; including helping them to identify the perfect item(s) and all of the necessary accessoriesHelp customers relate to the products, learn how to use them as well as to troubleshoot any problems they might encounterFollow strict loss prevention and confidentiality guidelines in order to protect company assets

Vital component in the opening of a new branch; supervised staff of 11Create work schedule for all Tellers and Personal Bankers using Staff-SmartAssist Branch Manager with payroll and yearly performance reviewsResponsible for daily balancing of the cash vault, ATM, G/Ls, gift cards, travelers cheques, bonds sold and redeemed, official checks, money orders and Federal Tax depositsComplete daily reporting ensuring staff accountability for drawer totalsEnsure multiple security… Show more Vital component in the opening of a new branch; supervised staff of 11Create work schedule for all Tellers and Personal Bankers using Staff-SmartAssist Branch Manager with payroll and yearly performance reviewsResponsible for daily balancing of the cash vault, ATM, G/Ls, gift cards, travelers cheques, bonds sold and redeemed, official checks, money orders and Federal Tax depositsComplete daily reporting ensuring staff accountability for drawer totalsEnsure multiple security standards regularlyOfficer of the Bank and Notary PublicResponsible for the training of: New Tellers and New Supervisors Current employees regarding new policies and procedures Show less

Played an integral role in moving the company cross-country Structured the moving process by staging loads for each truck, and creating Bills of Lading for corresponding load In charge of the unloading of all supplies, used sit-down forklift Responsible for the complete organization of the whole warehouse Helped to choose location and design of the assembly line

Made customer deposits, withdrawals, payments on mortgages and lines of credit, referred products to customers and kept a balanced drawer Responsible for everything related to safe deposit including receiving and applying payments, opening and closing boxes and organization of records

Responsible for two students per semester for 14 hours a week Prepared students for practical flight tests and oral examinations with 100% pass rateCompleted necessary paperwork, reported students progress to supervisors and determined students’ final grades