CV

Current Position
Associate Professor. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2021– )

Past Positions
Assistant Professor. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2017– 2021)
Lecturer. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2014–2017)
Research Fellow. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2012–2014)
Adjunct professor and a Post-doc. IEOR department, The Fu Foundation School of Engineering and Applied Science, Columbia University, New-York, USA. (2010–2012).

Education
BSc, Industrial Engineering and Management, Technion – Israel Institute of Technology (Summa Cum Laude), 1997.
MSc, Industrial Engineering, Technion – Israel Institute of Technology (Cum Laude), 2006.
PhD, Operations Research, Technion – Israel Institute of Technology, 2010.

Teaching
Technion – IIT (2012– ):
094139 – Supply Chain Management. Undergraduate course.
096324 – Service Engineering. Undergraduate and graduate course.
097135 – Multidisciplinary Research in Service Engineering. Graduate elective.
097120 – Selected Topics in Industrial Engineering. Topic: Behavioural Operations in Service Systems. Graduate elective.
097121 – Advanced topics in Industrial Engineering. Topic: Healthcare Operations. Undergraduate and graduate elective course.

Columbia University (2010):
IEOR 4615 – Service Engineering (co-taught with Prof. Ward Whitt). Undergraduate and Master course.
IEOR 8100 – Topics in OR: Stochastic Models in Service Engineering (co-taught with Prof. Ward Whitt). Advanced doctoral course.

Industry experience
PCB Technologies, Migdal Haemek, Israel. Information Technology Project Leader. 1999–2004.
Tambur, Acco, Israel. Production Engineer. 1997–1999.
Daimler-Benz Research Labs, Ulm, Germany. Internship. Summer 1996.

Honors and Awards

  • 2020 – Finalist in the INFORMS-BOPS Best Working Paper Competition for the paper: Silent Abandonment: Patience Estimation and Operational Impact (Co-author: A. Castellanos and Y. Goldberg).
  • 2020 – 1st place in the ORSIS Best Student Paper Competition for the paper: Silent Abandonment: Patience Estimation and Operational Impact (Student: A. Castellanos; Co-author: Y. Goldberg)
  • 2019 – 2nd place in the Israel Statistical Association Best Student Poster Competition for the poster: Silent Abandonment: Patience Estimation and Operational Impact (Student: A. Castellanos; Co-author: Y. Goldberg)
  • 2018 – 1st place in the ORSIS Best Student Paper Competition for the paper: State-Dependent Estimation of Delay Distributions in Fork-Join Networks (Student: N. Carmeli; Co-author: O. Boxma).
  • 2017 – Finalist in the INFORMS-IBM Service Science Best Student Paper Award Competition for the paper: When Psychology Meets Operations: The Influence of Cognitive and Emotional Loads on the Efficiency of Customer-Service Employees (Student: D. Altman; Co-author: A. Rafaeli).
  • 2017 – Finalist in the Frontiers Best Paper Award for the paper: Text-Based Customer Service: Using Big-Data to Connect Customer Emotion to Service Operations (Co-authors: D. Altman, A. Rafaeli).
  • 2012 – 2nd place in the INFORMS-JFIG Best Paper Award for the paper: When to use Speedup: An Examination of Intensive Care Units with Readmissions (Co-author C.W. Chan).
  • 2014 – 1st place in the 16th Israeli IE&M Conference Best Student Paper Award for the paper: Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing. (Co-author A. Mandelbaum).
  • Prof. Samuel and Lillian Keidan Levin Prize (Technion), 2008
  • Best Employee Award, PCB Technologies, 2001

Grants

 

  • Deutsche Forschungsgemeinschaft (DFG), Integrating Emotional Load into Service Operations, 412,300 Euro, 2021-2023. (with Mirko Kremer and Anat Rafaeli).
  • B.M. Gordon Foundation for System Engineering, 20,000 USD, 2021 (with Anat Rafaeli)
  • B.M. Gordon Foundation for System Engineering, 20,125 USD, 2020 (with Yair Goldberg)
  • Israel Science Foundation (ISF), Grant No. 336/19, 518,000 NIS, 2019–2021
  • Israel Innovation Authority, Magneton Program (with LivePerson Ltd.), Grant No. 57948, 3,193,600 NIS, 2016–2018
  • The Israel National Institute for Health Policy and Health Services Research (NIHP), Grant No. 2015/120/r, 153,968 NIS, 2016–2018 (with Anat Rafaeli, Avi Parush, and Chen Shapira)
  • Israel Ministry of Science, Technology, and Space (MOST), Grant No. 2015- 6-86 1,081,794 NIS, 2016–2018 (with Anat Rafaeli and Avi Parush)
  • Israel Science Foundation (ISF), Grant No. 1955/15, 570,000 NIS, 2015–2018 (with Avi Mandelbaum)
  • Clalit Health Services. Research grant. 100,000 NIS, 2015 (with Anat Rafaeli and Avi Parush)
  • The Harold and Inge Marcus Endowment for Technion/PSU IE Partnership, 2015
  • The Harold and Inge Marcus Endowment for Technion/PSU IE Partnership, 2013
  • The Israel National Institute for Health Policy and Health Services Research (NIHP), Scholarship, 2008–2010
  • Technion Graduate Scholarships, 2004–2010
  • Technion Excellence Scholarship, 2004

 

And… Black belt in Karate. 2010.

 

Full CV: cv_technion_formated-Oct2021