Joe Hahn Email & Phone Number

Plymouth Meeting, PA, US

Greater Philadelphia Area

* Manage Central Performance Reports: Daily requests/Weekly /Monthly /Qtrly Reports* Provide Process and Software support to EVS &Transport & EPIC Reports* Guide teams to achieve best practices, increase productivity and ultimate success in improving patient access to care* Developed and manage an efficient electronic triage system to streamline end user.

Online

• Attending Networking Events
• Researching Industry Leaders
• Tracking Industry Trends
• Participating in Industry Discussions

Doylestown, Pa.

• >>Overseeing management of a technical support group, Installation and Training teams, Enterprise reporting, Database programming and parts replacement.
• SICOM has been the leading provider of POS systems to Burger King Franchisee's for five years running. Rated number one POS Vendor in quality and satisfaction in 2011 and Vendor of the year 2012.
• Reduced call abandon rate from 8.1% to 3.2% in one year and maintained at that level.
• Developed technician grade… Show more >>Overseeing management of a technical support group, Installation and Training teams, Enterprise reporting, Database programming and parts replacement.
• Developed technician grade level program, training programs and support documentation.
• Generated over 250 requests for change in the past three years to the development team on operations reporting to enhance process management, product functionality tracking and employee performance levels.

Harleysville, PA

• >> Oversaw P&L and management of call center operations; inbound and outbound. Handle staffing and people management-related duties such as training, metrics/goal development, and performance monitoring; set staff and.
• Increased the productivity of the call center team through documenting and creating standardized methods and time lines for customer service complaint… Show more >> Oversaw P&L and management of call center operations.
• Increased the productivity of the call center team through documenting and creating standardized methods and time lines for customer service complaint resolution.
• Reduced call abandon rate from over 6% to under 2% through revised scheduling, CSR awareness programs and better management of resources.
• Improved employee retention and morale. Extremely strong at coaching, leading, and communicating with employees in problem solving and business development. Reduced turnover rate. Show less

• A technology company providing Point of Sale software (Positouch and QSP), hardware (IBM, NCR, J2, and Posiflex) and integrated security camera systems (March Networks) to the hospitality, fast casual, quick service.
• Sourced, evaluated, and approved products for resale. Designed implementation programs. Products included: PCI security vulnerability scans, Gift and Loyalty programs, Table management, Enterprise reporting solutions.
• Oversaw the development, roll-out and implementation of new computer products, programs and systems. Designed and implemented new quoting and billing methods for contracting professional services which increased.
• Successfully increased service contract revenue 45% from 2004 through 2007and profitability with each year of service.
• Improved customer satisfaction and retention by implementing employee training programs, reducing turnover, implementing and editing an eNewsletter and performing phone survey programs. Show less

• POS systems designed for and servicing the Quick Service Industry and a Full-Service Electronic Contract Manufacturing firm. >>Reported to President, managed the P&L and all operations including product sales, new.
• Customized and implemented over 20 different service agreements and warranty programs. Negotiated, secured and managed support / service programs… Show more POS systems designed for and servicing the Quick Service.
• Customized and implemented over 20 different service agreements and warranty programs. Negotiated, secured and managed support / service programs for Metromedia Restaurant Group, Hardee’s, McDonald's and Arby's.
• Collaborated with clients, A/R and Sales to increase speed of receivables and prevent interruption of service to clients.
• Created and implemented comprehensive needs assessment mechanism to help forecast demand for services and staffing.
• Implemented a customer service call tracking system that improved customer satisfaction and response times. Show less

McDonald's Franchisee with 12 locations.* Performed all restaurant managerial functions including hiring, training, staff scheduling, purchasing, inventory control and cash deposits.* Assisted in opening of new location.