Robert Gava Email & Phone Number

Maine, United States

South Portland, Maine, United States

South Portland

Manager responsible for the assignment of IT development resources for large released based projects. • Manage technical team resources for scheduled releases.• Analyze requests to determine budgetary impact on department.• Develop time estimates for project related work. • Act as liaison between business stakeholders to define requirements. • Revise the current development process to improve both quality and costs components.

Manage specialized queues for a call center. Designated to oversee implementation of e-channel strategy, including email, chat, co-browse, and social networking.• Developed and improved email channel quality 300%.• Improved response time for non-phone channels from 48 hours to 24 hours, while reducing resources.• Developed multiple strategy guides for incubated products. • Introduced multiple new technologies to the department.• Supported a project allowing our online system to optimize first contact resolution. • Facilitated six employee promotions.

· Manage strategic government relationships of $20MM and over.· Assess customer needs and develop customized solutions and reporting. · Coordinate implementation of new strategic fleets with internal departments and customers. · Develop customized comprehensive marketing plan for recently implemented customers.· Present new products and services to customers in person and via web. · Discuss and recommend acquisition strategy with Senior Management.· Analyze market conditions and provide feedback to management.· Prospect and implement new accounts on state contracts.

· Managed governmental and municipal relationships.· Located and developed new relationship and sales opportunities with customers.· Analyzed and predicted revenue volumes.· Analyzed and revised procedures ensuring compliance and efficiency.