Mark Skolnick Email & Phone Number

Wellesley, Ma, Us

Wakefield, Massachusetts, Us

Wakefield, Massachusetts, Us

Wakefield, Massachusetts, Us

Wakefield, Massachusetts, Us

Wakefield, Massachusetts, Us

Raleigh, North Carolina, Us

Execute IVRS development process from kickoff to system go live, ongoing system change control, and system closeout.Work with the internal stakeholders and IVR vendors to develop study specific IVR requirements, creates and enforces the use of IVRS standards.Manage vendor performance and relationship(s) at the study level. Responsibilities may include performing root cause analysis and identifying corrective/preventative actions, and serving as a point of escalation for vendor issues.Data transfer issue resolution between IVRS vendors and shipping depots in support of shipping processes, DOF/ERP specifications, and issue resolution.Development / maintenance of relevant documentation, including applicable SOPs, job aids, and guidance documents, process improvement activities.

Wayne, Pa, Us

Support Customer Care organization, communicating daily with US and Canada in the Managed Services (MS), Advanced Recovery (ARS), and Disaster Recovery (DR) business continuity sectorCollaborate with Implementation Project Management team to improve processes and data collection or decommission MS/ARS environmentsAssist Project Managers with the creation and development of MS projects and CHG ticketsInterpret contracts and build Project Work Orders in Remedy in compliance of the customer contractsDevelop ISO (International Standards Organization) procedures, policies, and work instructions for Support Services in preparation for SunGard AS yearly AuditCreate and develop process improvement policies and procedures, new user accounts, reset passwords, set up applications and printers for new employeesSpecial projects to ensure customer databases are up to date and clean, free of incorrect infoWrite project enhancement proposals for internal IT approval and oversee approved projectsDevelop and manage projects to streamline business practices and enhance technology within Customer Care organizationBeta test changes in technology and communicate issues with IT department prior to release Work directly with customers and Customer Care Specialists to resolve online customer portal issues Create and maintain weekly test schedule for all testing in PhiladelphiaAttend weekly status meeting with Operations team to discuss platform specific testing issues and facilitate communications between Operations and Customer CareInterviewed, hired, supervised, and trained Drexel Co-op students on rotation every six monthsVolunteer for Customer Care Team BuildingMember of the SunGard Crisis Management team certified to accept alert calls during regional eventsMember of the SunGard RS Sharp Iron team responsible for brainstorming ways to improve tools, techniques, and best practices within the organization

Maintain Customer/Supplier contract pricing files; Key contact for 100+ customersWorked closely with distribution centers to set customer pricingAnalyzed customers' market shares to ensure requirements are met on a quarterly basisMaintained customers' quarterly scorecards to ensure outstanding business relationshipsCoordinated and attended weekly conference calls/meeting with customers to discuss any current/pending projectsPlan and schedule project plan goals and deadlines; work with IT to develop departmental improvements; resolved customer facing/project issuesProofread drafts and finalized Status and Post-Project Reports providing final deliverable to customerConducted business reviews with customers to improve relationships and processesActed as a mentor/leader to lower level AnalystsMember of multi-departmental educational committeeMember of Six Sigma project team that completed the automation process of confidential documents sent over by customers and suppliersSupervised and mentored Level 1 Analysts and Coordinators with daily workload and projects