Z.

Skills

Core Competencies:
Customer Experience (CX), Contact Center Operations, Multi-Site Operations, Workforce Management & Optimization, KPI, SLA & Quality Governance, Quality Assurance & Interaction Monitoring, Customer Care & Escalations, Service Delivery, Operational Excellence, Business Process Improvement, Process Optimization (Agile/Scrum), SOP Development, Cross-Functional Leadership, Employee Relations, Performance Management & Coaching, Union & Labor Relations, Talent Acquisition & Recruiting, Shared Services, BPO, B2B & B2C, Training Development & eLearning, Payroll Administration & Auditing, O&M & Capital Budget Management, Budget & Expense Management, Regulated Utility Operations, Rate Case & Regulatory Testimony, Revenue Cycle & Billing Accuracy, Patient Access & Schedule Utilization, Community Outreach & Engagement, and Vendor Management

Technology:
CRM Platforms (Salesforce, Zendesk, ServiceNow CSM), EMR/EHR Systems (Epic, Cerner, eClinicalWorks, athenaOne/athenahealth, Dentrix), Contact Center & WFM/WFO Platforms (Avaya, Verint, Five9, NICE IEX/CXone, Calabrio, Aspect, CallMiner), Training Development & eLearning Systems (Litmos, Percipio, Cornerstone, Workday) HRIS/ATS & Payroll Systems (Workday, Kronos, PeopleSoft, Paylocity, ADP eTime), Data & Reporting (Power BI, Tableau)