Neil Goldstein Email & Phone Number

Oklahoma City, OK, US

Oklahoma City, Oklahoma, United States

• Assist the Quality Manager in interviewing and selecting new team members to meet contractual deliverables
• Gather and analyze operations data to identify and revitalize underperforming areas
• Lead, mentor, support, and evaluate the performance of two to six Management Analysts doubling their output by providing greater operational freedom and cultivating an environment that fosters empowerment and trust
• Updated templates used in up to 40K tickets per week within the Remedy ticketing system to save up to 50% of documentation time taken by agents; this initiative resulted in savings of up to $300K+
• Partner with the Remedy Team on system improvements; conduct end-user training on remedy enhancements
• Create new and revise existing processes, procedures, and guidelines to drive service quality enhancement

Norman, Oklahoma, United States

• Provided guidance and support to 20+ direct and 70+ indirect reports while managing workflow, probationary reviews, employee professional development, promotions, hiring, and terminations
• Built tools and developed scripts successfully reducing 1-day procedures to 45-minute automated processes
• Reduced attrition rate by reorganizing the interview process to efficiently hire highly qualified personnel
• Identified process improvement opportunities by utilizing MS Office, Remedy 9.1, and SQL queries

Redlands, California, United States

• Serviced, updated, and supported the IT infrastructure of multiple independent offices managing their antivirus and firewall solutions via remote control tools
• Handled all hardware/software support; coordinated with internet providers to maintain 99% service uptime
• Spearheaded employee training for the medical office staff on computer skills and safe browsing
• Managed all aspects of maintaining, monitoring, and updating an 8K patient database
• Provided consultations on contract, software, hardware and licensing agreements undertaken by the office to maximize return on investment (ROI)
• Supervised payroll for the medical office staff; made deposits of cash/checks for client businesses and self-reported hours on the assigned projects

Norman, Oklahoma, United States

• Provided top-notch customer support services consistently securing a spot in the top 10% Helpdesk Agents List due to excellent performance in QA, FCR, and overall month-to-month results
• Coordinated with Team Leads, QA staff, and Knowledge Base experts to offer HDI-level service to the team and an FAA customer
• Orchestrated the process management of Service Center queue incidents from inception to resolution
• Audited the work of Technicians and provided feedback for coaching duties; drew reports using SQL queries and the AR Reporting system for the provision to contract and program management
• Documented activities in the Remedy AR incident management system

Redlands, California, United States

• Managed both physical and digital medical records, bills, and records of payment
• Developed a system of organization and document management to autonomously correct the work of other billing specialists and ensure compliance with ICD CPT coding standards
• Updated the CPT code database while creating a system of shortcuts for common charge combinations