My Technion Students


Antonio Castellanos is currently a Ph.D. student in Industrial Engineering at the Technion advised by Prof. Galit Yom-Tov. His research is focused on building models to overcome information uncertainty in contact centers.
Matias Kohn is an M.Sc. student at the IE&M faculty at the Technion. His research is focused on the impact of patient routing on patients' length of stay.
Tamir Shwartz is an M.Sc. student at the IE&M faculty. He is advised by Prof. Galit Yom-Tov and Prof. Anat Rafaeli. He investigates agent activities in contact centers.
Yamit Leon is an M.Sc. student at the IE&M faculty. Her research is on national park operations and is done in collaboration with the Israeli national park authority.


Daniel M.Sc. thesis, entitled "Modeling Employee Behavioural Reactions to Emotions Expressed by Customers: A Non-obtrusive Examination of Customer Service Employees Behaviour", explored the effects of expressed customer emotion in service systems on consequent employee performance and behaviour using Big-Data. Daniel PhD thesis is entitled "Emotional load in service systems: Definition and Examination of the Effects of Emotional Load on Employee Performance".
Monika's research focuses on service operations and takes an interdisciplinary perspective. In her dissertation, she tackles the question of how service organizations can and should make various unclear, hidden, or not yet known processes transparent to their stakeholders. The goal is to increase stakeholders’ understanding about the processes they go through, in a way that both the stakeholders and the organization benefit.
Lior-Tony Landa completed his M.Sc. studies in 2021 at the IE&M faculty at the Technion. His research is focused on building models for predicting customer satisfaction in contact centers.
Shelly's Ph.D. was jointly supervised by Prof. Anat Rafaeli and Prof. Galit Yom-Tov. She studied mpact of affective displays on service system interactions.
Nitzan finished her Ph.D. at Technion IE&M faculty in Sep 2020, under the supervision of Dr. Galit Yom-Tov and Prof. Avishai Mandelbaum.
Picture of Yueming Xie

Yueming Xie

M.Sc. Student
Yueming Xie was an M.Sc. student at the IE&M faculty, and worked on developing invitation control policy for proactive service systems. Publication: Galit B. Yom-Tov, Liron Yedidsion, and Yueming Xie, "An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value and Service Level", MSOM, 2020. Link to the manuscript: Proactive_service_systems_2_2_2019 .
Picture of Tali Gertz

Tali Gertz

M.Sc. Student
Tali Gertz was a M.Sc. student at the Technion. Her thesis entitled  "Utilising Call Cacks: Time-Varying Queues with a Call Back Option" developed simulation-based optimization for call centers that implement a call-back operation. The work aims to help the organization set the call-back guarantees which form an ad-hoc contract with the customer, and therefore must be met.