Djovana Shkreli

Title: Djovana Shkreli: Innovator in Intelligent Call Routing

Introduction

Djovana Shkreli is a notable inventor based in Westerville, OH (US). He has made significant contributions to the field of call routing technology, holding a total of 9 patents. His work focuses on optimizing call handling processes to enhance efficiency and service quality.

Latest Patents

One of Djovana's latest patents is titled "System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data." This invention discloses an apparatus and methods for a call routing system that associates the call routing service provider with a series of partners. The system supports not only the main user but also the partners, allowing for cost efficiencies through cost-spreading. Agents can be qualified to handle calls for multiple business entities, enabling cross-selling and proactive servicing based on caller demographic and profile data. The system employs a centralized bank of shared Interactive Voice Response (IVR) units to reduce unnecessary post-routing and call site interflow. It comprises a central server system that interfaces with a long-distance provider to receive route requests, retrieve caller data from databases, develop routing strategies, and appropriately route calls to geographically separated call center systems.

Career Highlights

Djovana has worked with prominent financial institutions, including JPMorgan Chase Bank and First USA Bank. His experience in these organizations has contributed to his expertise in developing innovative call routing solutions.

Collaborations

Throughout his career, Djovana has collaborated with talented professionals such as Nitin Dhir and Lizhi Ma. These collaborations have likely enriched his work and contributed to the success of his inventions.

Conclusion

Djovana Shkreli is a distinguished inventor whose work in intelligent call routing has the potential to transform customer service operations. His innovative solutions demonstrate a commitment to enhancing efficiency and effectiveness in the telecommunications industry.