Eric O'Callaghan

Experience

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  Telerx (now C3i Solutions)

  Aug 2009 - Jun 2015

  Sr. Operations Manager

  • Customer facing onsite operations manager for J&J’s US Field Sales Service Desk as well as onsite support specialist for meetings. • Directed and coached service desk Subject Matter Expert team on trend identification, advanced troubleshooting techniques, escalation support and knowledgebase management. • Developed systems and procedures to improve operational quality and team efficiency. • Responsible for multiple Service desk transition and offshoring projects.• Incident management, escalation support, service disruption recovery, problem management.• Workforce management planning, forecasting, volume predictions and capacity planning. • Reporting and Presentations on SLAs, KPIs and Service Desk metrics. • Customer satisfaction improvement including survey reviews and process changes. Show less

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  HCLTech

  Jun 2015 - Jul 2024

  • Account manager for new remote patient monitoring and clinical trial service including patient cloud support and hardware provisioning. • Configured, shipped and supported over 20,000 remote patient monitoring suites with 98% same day shipping. • Patient & HCP program onboarding, proactive monitoring/outreaches, customer service and support.• Mobile device management, kitting with medical devices, configuration & Bluetooth pairing, forecasting & inventory management, patient support and customer service.• Pre-Sales including RFP and SOW authoring. Post-Sales including KPI and SLA adherence.• Directed User Acceptance Testing, DevOps, change management, project management and trend identification. • Led ISO 13485 certification, adherence to FDA regulations HIPAA & HITECH for patient shipments and interactions.• Developed procedures, SOPs, work instructions, job aides and knowledgebase management. • Directed support center and hardware operations including training, coaching, knowledgebase management, incident management, escalation support, service disruption recovery, problem management, AE/PQC procedures. • Single point of contact for customer needs, escalations and corrective action/preventative action plans.• Authored custom automated reports. Show less • Customer facing onsite account manager for Merck’s 2500 contact per day global service desk.• Directed staff forecasting demands and staff augmentation. • Directed Shift Left initiative for the support center and moved over 50,000 yearly support interactions to self-service/chatbot or first contact resolution. • Single point of contact for customer needs, projects, escalations, changes, corrective and preventative actions.• Critical service disruption management including support during the most impactful disruption in history (NotPetya). • Directed support center operations including queue management, knowledgebase management, open ticket management, report development, trend identification, incident management, change management, escalation support, service disruption recovery, problem management. • First contact resolution maintained above 85% for 6-year tenure.• Customer satisfaction improvement & quality assurance. Customer satisfaction maintained above 95% for 6-year tenure. • Project manager for large scale projects like Windows 10 upgrade, CRM transition, service desk transition. • 2017 Presidents Award winner. Show less

  • Sr. Program Manager

    Jun 2021 - Jul 2024

  • Sr. Regional Manager

    Jun 2015 - Jun 2021
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  Medidata Solutions

  Sept 2024 - now

  Technical Account Manager