Masoud (Max) Hamidi Email & Phone Number

Boston, Massachusetts

Boston, MA

• Persic Gallery is specialized in sales and service to collectors of ancient coins. This includes Greek, Bactrian, Hunnic, Kushan, and Islamic coinages.
• Launched e­commerce website using SquareSpace portal.
• Driven sequential revenue growth.
• Designed database in File Maker Pro for inventory management, invoicing, and contact management.
• Published quarterly on­line “Want List” for Persic Gallery clients.

Greater Boston Area

• Member of Network Operation Center team. Responsibilities included process automation, physician scheduling, reporting, forecasting, and providing technical support.
• Designed and implemented standardized reports and dashboard templates using Access database and Excel Pivot tables. The management team utilized the tools to review trends, monitor matrix, and create Ad Hoc reports.
• Managed and created monthly schedules for Online Care Group (OCG) physicians using web based software ShiftPlanning. Based on monthly volume and forecast trends, made necessary adjustments to optimize the schedule.
• Contributed in development of process improve processes initiatives. For example, automated invoice procedure, reducing processing time and error rate by 80%. Designed customized report to monitor physicians state.
• Created forecasting reports to measure and predict volume trends. Streamlining labor cost, improve efficiency.
• Provided technical support to OCG physicians. Troubleshooted system issues, resolved technical inquires, andescalated unresolved cases to level II support.

Long Beach, CA

• Managed and coordinated various projects. Streamline and improved processes. Administered budget, created and applied policies & procedures.
• Implemented score card & visual management dashboard.
• Established “balanced score cards”objective targets for each individual in line with company overall business objectives.
• Project team member to eliminate the expense (estimated 100K+) of the purchase, utilization, and training ofmultiple previously required software applications by facilitating the Cognos BI implementation. This enabled.
• Designed database for depository of training records to conform to ISO requirements.
• Member of Process Improvement team to implement Kaizen culture in the workforce

Long Beach, CA

• Managed staff of 15+ Technical Support representatives. The group was responsible for over 200K contacts yearly. Administered budget, oversaw & implement new applications. Created and applied policies and procedures..
• Initiated a process of data gathering and analysis for customer service benchmarking. Identified areas of improvement, trends as well areas of deterioration. As necessary, appropriate corrective action plans were.
• Designed Intranet site that allowed agents to quickly access and retrieve FAQs to assist customers.
• Successfully managed CRM projects that included Clear Support (Clarify) e­Front Office and AspectCommunication E­Mail Blending.

Long Beach, CA

• Supervised staff of 6 technical service representatives in a rapidly growing Call Center environment.
• Team Handled over 80,000 calls yearly.
• Implemented several initiatives within the first year to successfully handle the volume, with a success rate of 85%.
• Designed and implemented knowledge­base database.
• Planned, coordinated, and conducted regular technical training sessions.
• Created and applied departmental processes and procedures, allowing for seamless transition in preparation for ISO certification.