Manage HIT Support Analyst team to provide an excellent customer experience for healthcare related applications. Advise managers and Business Process Owner's on their planning and troubleshooting initiatives. Ensure appropriate staffing. Review customer calls to insure the team is following compliance protocols. Schedule and maintain 24/7 coverage for the healthcare related application support via telephone.

Manage a cross functional team of three supervisors and 40 customer care agentsPartnership with Account Management, Finance, IT, Business Development and Clients to develope strategies and stabilize the customer experienceManage manufacturer/government contracts as well as customer distribution contractsSarbanes Oxley

Implemented and managed workforce management system for call center averaging a 96% forecast accuracyImplemented call recording to record all inbound and outbound calls with screen capturePartnership with SalesForce teamCall center reportingManage communications for the call centerAssist with redesign of the customer care model for regional alignment to support growing market and contribute to growth

Manage day to day operations for a staff of 35 agentsMonitor call center statistics to insure service level goalsEstablishment of policies and procedures

Managed application development team including SAP analyst as well as RPG programmers.

RPG Programmer/Analyst

Worked in various departments in the company. Began work in customer service and then was promoted to the purchasing department. Also worked with bills of material, sales forecasting, master scheduling and finally moved to IT.