Service Engineering/Service Operations
Healthcare and Call-center operational design
I am a Lecturer at Technion at the IE&M faculty. Previously, I was a postdoc fellow and an adjunct professor at Columbia university at the IEOR department. I did my M.Sc. and Ph.D. at the Technion, and worked in the industry as Industrial Engineer and IT specialist. My research focuses on service systems. I study how data obtained from various service systems (such as call-centers and hospitals) can teach us about customer and agent behavior in such systems, and how queueing models can help understanding the operational implications of such behavior. I aim to build new operation methods for these systems in a way that will balance service and financial goals.
My focus is mainly on healthcare systems (like hospitals) where my research can help to allocate resources such as beds, nurses, and physicians, so that patients will receive adequate service while considering financial constraints.
I live in north Israel with my family.