Huntington National Bank
Branch Relationship Banker
Gradall Industries, Inc. Aug 2018 - Feb 2019
Service Center Associate
Lauren Manufacturing, Llc A Division of Lauren International Aug 2018 - Feb 2019
Operator
Education:
Buckeye Joint Vocational School 2015 - 2016
Kent State University 2011 - 2015
Bachelors, Corrections, Criminal Justice
Skills:
Microsoft Office Customer Service Microsoft Excel Leadership Microsoft Word Microsoft Powerpoint Social Media Food and Beverage Communication Manufacturing Continuous Improvement Sales Team Building Public Speaking
Bridgewater Associates Dec 2011 - Feb 2013
Production Support Manager
Bridgewater Associates Dec 2011 - Feb 2013
Delivery Manager
Bridgewater Associates Dec 2011 - Feb 2013
Program Manager
Ubs Sep 2006 - Nov 2011
Director
Sep 2006 - Nov 2011
Customer Engagement Manager
Education:
Pace University 2005 - 2007
Sacred Heart University Aug 2004
Masters
St. Luke's School Jun 2000
Eckerd College Jun 1995
Bachelors, Bachelor of Arts
Skills:
Vendor Management Sdlc Business Analysis It Strategy Management Itil It Service Management Investment Banking Program Management Project Management Incident Management Disaster Recovery Strategy Asset Management It Management Financial Services It Operations Infrastructure Software Development Business Continuity Financial Modeling Service Delivery Microsoft Excel Web Applications
Jan 2011 to Nov 2011 Director, IB Infrastructure Global Service Assurance ManagerUBS AG
Mar 2010 to Dec 2010 Associate Director, Global Service Assurance, Operations and Control IT InfrastructureUBS AG
Sep 2009 to Mar 2010 Associate Director, North America Service Assurance, Operations and Control ITUBS AG
Apr 2008 to Sep 2009 Associate Director, Cash Management and Payments (CM&P) Application Support ManagerUBS AG
Apr 2008 to Sep 2009 Associate Director, Service Acceptance and Transformation Initiative LeadUBS AG
Sep 2006 to Mar 2008 Associate Director, North America Microsoft Services ManagerSER Solutions
Jun 2000 to Sep 2006 Software Engineer and QA ManagerSt. Luke's School
Jul 1997 to Jun 2000 Computer Science/Mathematics Teacher, Grades 5-12
Education:
Executive MBA Pace University New York, NY Jan 2006 MBASacred Heart University Fairfield, CT Aug 2004 Masters in Computer ScienceRussian Area Studies Eckerd College Saint Petersburg, FL Jun 1995 BA in Literature
Us Patents
System For And Method Of Automated Quality Monitoring
Lawrence Mark - Trumbull CT, US Geoffrey J. Giordano - Monroe CT, US Robert Scarano - Monroe CT, US Kori Lambert - Stamford CT, US
Assignee:
Siemens Enterprise Communications, Inc. - Boca Raton FL
International Classification:
G10L 15/00
US Classification:
704246, 704251, 379 8813, 707 5, 707 6
Abstract:
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
System For And Method Of Automated Quality Monitoring
Lawrence Mark - Trumbull CT, US Geoffrey Giordano - Monroe CT, US Robert Scarano - Monroe CT, US Kori Lambert - Stamford CT, US
International Classification:
G10L015/18
US Classification:
704251000
Abstract:
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.