Krista Lang Email & Phone Number

St. Joseph'S Hospital

Saint John Regional Hospital

Saint John Regional Hospital

St. Joseph’S Hospital - Urgent Care

Regional Staffing Office

Saint John, Nb

In charge of conducting extensive and accurate analysis of the Synoptek’s internal operations, which involved gathering diverse data from multiple sources and helping, develop new and improved solutions to meet the business needs. • Assisted in the evolution and transformation from the CenterBeam/Earthlink complex environment into Synoptek’s procedures, practices, and operations.• Ensuring services are delivered as per established SLAs, processes and procedures.• Inspecting policies and procedures for applicability in the current environment and recommending improvements as required.• Responsible for providing monthly reports/invoices for license usages (Microsoft, CommVault, Condusive, Connected) and distributing them to outside vendors.• Managed external customer communications regarding server & network upgrades and outages.• Experience with Autotask, Remedy, LogicMonitor, FortiManager, Cisco, & Everbridge

Saint John, Nb

Managed 20+ client accounts providing solution sales, project management, data analysis, process development and change management to address their technical infrastructure support and consulting needs.• Developed, implemented and maintained customer support and action plans to ensure quality service delivery; documented and communicated all decisions and actions taken.• Resolved complex client issues by identifying cross-functional support teams and managing escalations in a timely manner.• Shared best practices with team members to contribute to and enhance the quality and efficiency of customer support across all Account Management teams.• Experience with Cube, I3, Remedy & Cisco.

Saint John, Nb

Deploying, managing, and maintaining customer satisfaction invitations & surveys and ensuring service delivery quality and consistency across the entire business structure. • Developed and implemented a detailed database for tracking/maintaining customer satisfaction results, which assisted in employee performance improvements, process gaps and/or changes, and the capability to track/red-light any potential customer, issues for immediate response.• Conducted incident investigations, determined root causes (RCA’s), and implanted corrective actions and/or recommendations for compliance.• Provided survey analysis to both internal leadership and to external customers for both scheduled and ad-hoc needs.• Experience with CustomerSat, ConfirmIt, SurveyMonkey & AutoTask

Saint John, Nb

Provided timely and accurate information to supervisors, managers, and executives enabling them to manage the day-to-day operations. This included analyzing data and trends, developing forecasts and offer insight for strategic initiatives. • Identifying data reporting requirements and designing report layouts.• Experience with Remedy Case Management & Apropos Communications Infrastructure.• Extracting data and validating for accuracy • Building/streamlining both variance and exception reports which involved a strong knowledge of vlookups, Pareto diagrams, Standards Deviation and other graphs/pictorial representations.• Develop and analyze all key operational metrics (KPI’s) to evaluate performance. • Responsible for employee vacation approvals, tracking, and administering PTO bids.• Performed basic office administrator duties which included reviewing & approving supply requisitions, granting and revoking building key card access, coordinating office activities, and being a company liaison for outside office vendors.

Saint John,

• Reviewed, analyzed and assessed Volume and FTE forecasts to insure that forecasts are accurate given recent results, trends in contact volume and AHT, absenteeism and attrition. • Updated intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends. • Made manual adjustments in IEX Totalview to account for out-of-pattern days, including days after holidays, events, or outages.

Office/Business Technology Diploma, Business Administration And Management, General

Canadian Accredited Insurance Broker - Level 1, Insurance