Summary
Overview
Work History
Education
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Software
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John Stefanic

John Stefanic

Process Improvement & Automation Expert
Montville,NJ

Summary

Knowledgeable and dedicated customer service professional with over 2 years of experience in Wine and Spirits industry. Over 25 years of previous experience in the Healthcare Industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Excellent verbal and written skills, energetic and results-oriented with a passion for developing relationships, cultivating partnerships and improving business through use of technology.

Overview

2
2
years of post-secondary education
34
34
years of professional experience

Work History

Customer Service Representative

Winebow
Montville, NJ
01.2018 - Current
  • Provided internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Answered average of 40-50 calls and emails per day, addressing customer inquiries, solving problems and providing product information.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Developed customer service improvement initiatives with goal of automating repetitive manual processes that would improve turnaround times and decrease errors.

Assistant Manager

Stefanic, LLC
Elmwood Park, NJ
01.2017 - Current
  • Handle tenant complaints promptly and appropriately, calling in repairmen and other support services as needed.
  • Kept accurate records of all tenant and vendor correspondence.
  • Resolved 2 conflicts between tenants regarding noise, encroachments and parking.
  • Participated in 5 construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.

Senior Systems Analyst

Optum, UnitedHealth Group
Basking Ridge, NJ
03.2016 - 08.2016
  • Acted as Solution Lead for multiple complicated IT projects.
  • Elicited and documented Business Requirements from Business Unit stakeholders for 4 assigned projects.
  • Successfully completed Agile Training Certification.

Senior Manager

Express Scripts/Medco
Franklin Lakes, NJ
03.1990 - 06.2015
  • Supervised and directed 5 analysts and 3 person automation team to develop business automation opportunities.
  • Managed large-scale projects and initiatives including, introducing writing Business Requirements for new and existing clients, authoring Systems Requirements Documents, facilitating JAD (joint application design) meetings, and developing processes to support attainment of challenging objectives.
  • Created automated analysis tool for mapping HCPCS Major Medical Claims to existing Specialty Pharmacy prescription coverage programs.
  • Managed team of 10 employees and consultants focused on HIPAA Implementation & compliance testing for all core Medco/Express Scripts systems.
  • Hired, trained and supervised team of 4 Help Desk analysts focused on improvements with respect to monthly Client installations and IT system changes. The team handled issue tracking, research, issue assignment, and reporting.

Education

Associate of Science - Criminal Justice

Bergen Community College
Paramus, NJ
09.1989 - 05.1991

Skills

Active Listening

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

PHP

PYTHON

JAVASCRIPT

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Service Representative

Winebow
01.2018 - Current

Assistant Manager

Stefanic, LLC
01.2017 - Current

Senior Systems Analyst

Optum, UnitedHealth Group
03.2016 - 08.2016

Senior Manager

Express Scripts/Medco
03.1990 - 06.2015

Associate of Science - Criminal Justice

Bergen Community College
09.1989 - 05.1991

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John StefanicProcess Improvement & Automation Expert