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Maureen E Rzasa, 68Tucson, AZ

Known as:
Rzasa Maureen
Related to:
Natalie S Price 30 Heidi Jeanne Blum 59

Maureen Rzasa Phones & Addresses

Tucson, AZ   

10601 25Th St, Phoenix, AZ 85028    602-7881800   

10601 N 25Th Pl, Phoenix, AZ 85028   

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Mentions for Maureen E Rzasa

Resumes & CV records

Resumes

Maureen Rzasa Photo 3

Global Edge Leader, Concentrix

Location:
Phoenix, AZ
Work:

Global Edge Leader, Concentrix
Maureen Rzasa Photo 4

Maureen Rzasa

Location:
Phoenix, AZ
Industry:
Management Consulting
Skills:
Leadership, It Strategy, Six Sigma, Bpo, Consulting, Business Transformation, Project Portfolio, Cross Functional Team, Business Analysis, Vendor Management, Team Management, Team Leadership, Process Improvement, Strategy, Management Consulting, Operations Management, Program Management, Business Process, Training, Change Management, Business Intelligence, Operational Excellence, Management, Outsourcing, Service Delivery, Call Centers, Crm

Publications & IP owners

Us Patents

Analysis Of The Temporal Evolution Of Emotions In An Audio Interaction In A Service Delivery Environment

US Patent:
2011019, Aug 11, 2011
Filed:
Feb 11, 2010
Appl. No.:
12/704172
Inventors:
Om D. Deshmukh - New Delhi, IN
Chitra Dorai - Hawthorne NY, US
Shailesh Joshi - New Milford CT, US
Maureen E. Rzasa - Phoenix AZ, US
Ashish Verma - New Delhi, IN
Karthik Visweswariah - Bangalore, IN
Gary J. Wright - Henderson NV, US
Sai Zeng - Elmsford NY, US
Assignee:
INTERNATIONAL BUSINESS MACHINES CORPORATION - Armonk NY
International Classification:
G10L 17/00
G10L 15/00
US Classification:
704246, 704231, 704E17001, 704E15001
Abstract:
According to one illustrative embodiment, a method is provided for analyzing an audio interaction. At least one change in an emotion of a speaker in an audio interaction and at least one aspect of the audio interaction are identified. The at least one change in an emotion is analyzed in conjunction with the at least one aspect to determine a relationship between the at least one change in an emotion and the at least one aspect, and a result of the analysis is provided.

System, Method And Program Product For Analyses Based On Agent-Customer Interactions And Concurrent System Activity By Agents

US Patent:
2011019, Aug 11, 2011
Filed:
Feb 11, 2010
Appl. No.:
12/704002
Inventors:
Om D. Deshmukh - New Delhi, IN
Chitra Dorai - Chappaqua NY, US
Maureen E. Rzasa - Phoenix AZ, US
Shailesh Joshi - New Milford CT, US
Ashish Verma - New Delhi, IN
Karthik Visweswariah - Banagalore, IN
Gary J. Wright - Henderson NV, US
Sai Zeng - Elmsford NY, US
Assignee:
International Business Machines Corporation - Armonk NY
International Classification:
G06F 9/44
US Classification:
719317
Abstract:
A method includes deriving first information from a number of agent-customer interactions in a customer service system, and determining concurrent system activity by the agents in the customer service system, the concurrent system activity occurring at least partially concurrently with the number of agent-customer interactions. The method further includes combining the determined first information and the determined concurrent system activity to determine second information related to one or more of the number of agent-customer interactions, and outputting the second information. Apparatus and program products are also disclosed.

Back Office Process Monitoring And Analysis

US Patent:
2011021, Sep 8, 2011
Filed:
Mar 5, 2010
Appl. No.:
12/718335
Inventors:
Om D. Deshmukh - New Delhi, IN
Chitra Dorai - Hawthorne NY, US
Shailesh Joshi - New Milford CT, US
Maureen E. Rzasa - Phoenix AZ, US
Karthik Visweswariah - Bangalore, IN
Gary J. Wright - Henderson NV, US
Sai Zeng - Elmsford NY, US
Assignee:
INTERNATIONAL BUSINESS MACHINES CORPORATION - Armonk NY
International Classification:
G06Q 10/00
G06F 17/30
US Classification:
705 739, 707802, 707E17044
Abstract:
According to one illustrative embodiment, a method is provided for monitoring and analyzing an office process. Information relating to desktop interaction activities of an agent and non-desktop activities of the agent are collected to form collected information. The collected information is inferred to derive delimiters relating to the desktop interaction activities and the non-desktop activities of the agent, at least one transaction performed by the agent, at least one application used by the agent, and the office process. Metrics and key performance indicators relating to a behavior of the agent, a behavior of the at least one transaction, a behavior of the at least one application and a behavior of an office process are computed to form computed information, and the collected information and the computed information are stored into a data store.

Possible Relatives

Evelyn E Rzasa  John P Rzasa  Mary H Rzasa  Michael P Rzasa  Peter W Rzasa  Robert A Rzasa  Carol L Rzasa  Maureen C Johnson  Maureen A Johnston  Maureen R Stang 

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