Nick Alberti Email & Phone Number

Huntington, Ny, Us

Huntington, Ny, Us

United States

* Managed the top 33 revenue-generating client accounts, totaling $6.3 million, for Sandata Technologies’ I/DD product line.* Provided tailored technical support, proactively resolving issues and optimizing solutions.* Delivered over 10 technical weekly presentations and product demonstrations to effectively communicate the value proposition to clients.* Spearheaded cross-departmental initiatives to streamline processes and increase efficiencies within the I/DD vertical.* Collaborated regularly with the Product team to provide first-hand customer feedback and advocate for customer-requested features.* Consistently maintained strong, long-term client relationships through exceptional service and feedback leading to a 50% reduction in churn rates.* Net Promoter Score (NPS) saw a significant improvement, rising from -20 to +30. Additionally, upsells to existing customers increased by 14%

United States

* Led a proactive customer service team for Sandata Technologies’ I/DD products, managing 8 tier two and 2 tier three customer support representatives.* Implemented strategies to enhance customer satisfaction, streamline processes, and reduce response times.* Regularly conducted performance reviews, offered mentorship, and facilitated professional development opportunities to promote continuous improvement and maintain high team morale, ultimately leading to the promotion of two customer support representatives from my team.* Analyzed feedback to identify issues and collaborated with cross-functional teams to improve the user experience.* Developed training programs that increased issue resolution efficiency by 32%.* Significantly improved our Customer Satisfaction (CSAT) scores, raising them from 7.8 in Q1 and 7.6 in Q2 to 9.6 and 9.4.I enhanced our same-day resolution rate from 64% to 86%, reduced the number of tickets over 30 days from 46 to 0, and decreased the total number of open tickets by 85%.

United States

* Supported 170 clients as a Tier 3 Product Engineer at Sandata Technologies, swiftly resolving complex issues and consistently meeting key performance metrics to maintain high customer satisfaction.* Leveraged technical and operational expertise to collaborate with teams and enhance products, reducing ticket escalation by 43%.* Mentored Tier 1 and Tier 2 teams, fostering continuous improvement and excellence in client service.

United States

* Supervised the day-to-day activities of HR Information Systems while leading the HRIS Technical Team of 4 members.* Maintained data integrity through regular analysis.* Oversaw system upgrades and implementations in collaboration with the IT department.* Completed internal, local, state, and federal HR and financial audits and reports.

United States

* Completed technology solution projects for $2.3M in IT assets, ensuring best practices.* Supervised a team of 2 engineers and 2 IT technicians.* Developed project plans to identify key issues and performance metrics.* Designed and executed maintenance procedures, including system upgrades and patch management.* Organized internal audits and led efforts to remedy deficiencies.* Conducted comprehensive site surveys to assess and address technical needs for new and existing locations, providing tailored recommendations for infrastructure and equipment deployment.

United States

* Led the implementation and management of Symplar (Cactus) Provider Data and Workforce Management software, streamlining credentialing processes and enhancing data accuracy across the network.* Coordinated cross-functional teams, managed project timelines, budgets, and resources, ensuring projects were delivered on time and within scope.* Negotiated and managed contracts with vendors and service providers, securing favorable terms that aligned with project objectives.* Built strong stakeholder relationships, delivered regular updates, and led training sessions to drive user adoption and ensure ongoing support, resulting in improved efficiency and higher software satisfaction.

Queens, New York, United States

* Spearheaded the development and implementation of Amtelco Call Center Software, enhancing telephony systems to improve patient communication and support.* Designed and optimized call routing, IVR systems, and telephony hardware integration, ensuring seamless operation and high availability.* Collaborated with cross-functional teams to tailor solutions to healthcare operation needs, providing technical leadership in troubleshooting complex issues.* Led the development of custom features for enhanced reporting and call tracking.* Mentored junior developers and played a key role in rolling out system upgrades with minimal disruption to daily operations.

Queens, New York, United States

* Managed and maintained critical healthcare systems, including Epic, Accumed, Lawson, NextGen, and various auxiliary systems, ensuring their reliability, performance, and security.* Led the administration of server environments, optimized system configurations, and implemented automation strategies to enhance operational efficiency.* Collaborated with clinical and IT teams to align system functionalities with healthcare delivery needs.* Troubleshot and resolved complex technical issues.* Conducted regular system audits and updates to maintain compliance with industry standards.* Provided mentorship to junior administrators.* Played a pivotal role in the successful deployment of system upgrades and new features, contributing to improved patient care and streamlined workflows across the network.