Experience

Apara Autism Centers

• United States
• Mental Health Care
• 1 - 100 Employee

• Chief Information Officer

  • Mar 2019 - Present



Aviv - Partners In Healthcare

• Phoenix, Arizona Area

• Principal Consultant

  • Jan 2018 - Dec 2019



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Consultant

  • Mar 2017 - Mar 2019



Vedabi Global Services

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Operations Director

  • Jan 2016 - Mar 2017

  Vedabi - A Data consulting, placement and training organization. Bringing together uniquely skilled technical professionals with companies in need. Creating the operational foundation and talent to launch this organization. Vedabi - A Data consulting, placement and training organization. Bringing together uniquely skilled technical professionals with companies in need. Creating the operational foundation and talent to launch this organization.



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Senior Director IVR Solutions and Telecommunications

  • Oct 2013 - Oct 2015

  • Accountable for a team of 2 Managers 8 Telecommunication Specialists and 2 IVR design and implementation Project Managers supporting Care Solutions, Behavioral, Physical Health and Provider Support businesses within Optum Shared Services.• Support of 5000 plus Toll Free Numbers and the end to end support of Network and Avaya Provisioning (ACD vectoring, skilling and CMS reporting)• Supporting IVR Call Flows – Platform, Design, integrations reporting and new Implementations • Implementation of Nuance Natural Language for Member and Provider claim, benefit, care management and provider maintenance calls. Broke new ground as the first Nuance implementation for Healthcare Providers • A/V Technical Lead for Implementation of state of art 24 screen Video Wall Board and supporting management software for the Optum Corporate NOC• Key project management involvement for all major call center initiatives (budgetary efficiencies, offshoring, quality initiatives, customer satisfaction surveys and call center design enhancements) Show less

• Senior Director of Work Force Management

  • Feb 2006 - Oct 2013

  • Accountable for a team of 26 direct and indirect reports covering workforce management, reporting design, Merced Performance Management administration, call routing and call center planning for 1800 Customer Care, licensed care management clinicians and customer service representatives spread over 15 locations as well as a large work at home population. • The team covers the Optum business operations group which includes Dental, Vision, Physical Health teams as well as the Behavioral Health group• Key project management involvement for all major call center initiatives (budgetary efficiencies, offshoring, quality initiatives, customer satisfaction surveys and call center design enhancements)• Lead implementation of Merced (now NICE) Performance Management Software• Budgetary FTE planning, long term and short term forecasting • Maintaining hiring and training plans, close relationship with operations • Working with a clinical project team to implement IEX BackOffice for offline and BackOffice clinical functions.• Lead for call routing design (high level flowing and pbx vectoring), issue escalation, new business implementation and business continuity planning• IT Liaison for routing escalations and multi user contact center impact events Show less

• Senior Telecommunications Specialist

  • Aug 2000 - Feb 2006

  • Telecommunications support of over 3500 employees and agents spread over 10 sites and call centers• Avaya G3R, G3SI,S8700 PBX, Intuity Audix, Multiple Avaya CMS platforms and versions, Avaya Conversant V7 and V8, TeleMate Call Detail Recording Software, MicroCall Call Detail Recording Software, IEX work force management software integration with Avaya CMS• Management of over 2000 shared and custom Toll free numbers using, Avaya Best Service Routing, AT&T Interactive Advantage and Route-It software. AT&T advanced features and routing.• Project Management of major business migrations, routing changes, hardware and software installations, upgrades and everything else telecomm. Show less



LesConcierges

• San Francisco Bay Area

• Telecommunications Manager

  • Jan 2000 - Aug 2000

  • Management of all telecommunication needs for call center and administrative offices. • Lucent G3 PBX, Intuity Audix, Call Management System, INOVA CTI application, Blue Pumpkin workforce management software. • Project management of all system updates, new services, software backups, vendor relations, outsourced account cuts/setups, and M.A.C’s. • Capacity management of all trunking: ISDN PRI, T1.5, and analog lines. • Managing remote office sites telephony needs • Reviewing bills and cost cutting for all sites Show less



Advanta

• Financial Services
• 1 - 100 Employee

• Telecom/Data Specialist

  • Dec 1996 - Jan 2000

  • Lucent G3 PBX, Definity Audix, Call Management System and Conversant Map 100 administration. • T1.5, Trunk group, DS1 configuration. • AT&T network updating to provide redundancy and stability for inbound and outbound calling. • Working with other outside vendors (US West, Lucent, Telecomm distributors) as well as internal management to ensure phone stability. • Working through phone issues, problems, moves/changes, and project management. • Solving Y2K issues on our Switch, CMS, and IVR. • Administration of Telemate Call Detail Recording software. Show less