Customer Service Management

MARCO MAIURANO, MBA

*** ***** *** ~ Gillette, NJ, 07933 917-***-****

*****.********@*****.***

PROGRAM MANAGEMENT & OPERATIONS

Program Management and Operations executive with measurable achievements

in program management, international operations and process improvement.

Experience in leading change management and planning in the assessment

management and technology industries. Responsible for the end-to-end

customer experience, best in class product development and operations for

an international organization. Effective in building and leading high

performing cross-functional teams within an organization. Additional

capabilities in:

( Program Management ( Product Management ( Project

Management

( Operations ( Process Improvement ( Product Development

( Six Sigma ( Change Management ( Cost Management

CAREER ACCOMPLISHMENTS

The College Board

. Responsible for leading the development of new product offerings and

delivering the operational strategy resulting in $6.75MM recurring annual

revenue

. Lead the standardization of all functional processes by leveraging latest

technology, phasing out inefficient methods and reviewing policies across

division that resulted in identification of $6 MM in cost savings.

. Created divisional Cyber Security program to protect from online

intellectual property and brand identity theft, successfully mitigated

cyber security incidents averting $3.2 MM in losses.

. Delivered the organization's flagship product to 3.5 MM customers in 179

countries yearly

. Created homegrown CRM to manage all customer information critical to

driving the success of the SAT

. Created and lead the end-to-end rapid deployment team charged with

identifying improvements, including customer service, product

enhancements and awareness resulting in the redesign of training,

communication, policy and operational processes delivered to over 3.5MM

customers.

. Responsible for running the $24 MM corporate assessment Fee Waiver

Program

. Designed and implemented division's change management process to reduce

system deployment time by 33%.

. Directed the cost savings rapid improvement team to identify potential

savings through analysis of operational processes, policy and product

delivery resulting in $2.2MM savings

. Created Divisional Balance Scorecard to monitor and measure key

performance indicators

Verizon Communications

. Major contributor to the development of national strategic plans to

strengthen the customer experience and enhance nationwide provisioning

processes.

. Increased customer satisfaction levels by 25% over a three-year period.

. Reduced average mean time to repair for customer phone and Internet lines

from 120 hours to 48 hours.

. Decreased overtime expenses by 90% saving $600,000 in operational

expenditures.

. Led initiative to identify unnecessary expenditures and reduce the $200

MM budget shortfall.

. Reduced technician trouble rate from 33% to 5%.

. Oversaw daily operations of transport, network surveillance, and network

monitoring control departments.

. Eliminated a DSL backlog from -8 days; received Verizon Excellence Award

for work performed.

. Administered a $1.2 MM central office budget.

PROFESSIONAL EXPERIENCE

THE COLLEGE BOARD, New York, NY 2007 - present

Senior Director, Program Operations & Implementation (2012 - Present)

Director, Program Operations (2009 - 2012)

Associate Director, Program Operations (2007 - 2009)

. Oversee day-to-day management for a suite of global assessment products,

Program office and international operations team across 179 countries

. Translate product strategy into operational objectives, goals and metrics

to drive performance improvement in the areas of quality, delivery and

cost

. Lead the divisional change management function responsible for all

external and internal system enhancements

. Direct rapid improvement teams to identify cost savings and operational

processes improvements across all product, customer service and

operational activities

MARCO MAIURANO, MBA Page Two

PROFESSIONAL EXPERIENCE (Continued)

. Manage the production, print logistics and the fulfillment of Service

Level Agreements for all outside vendors

. Responsible for optimizing operational efficiencies in order to maximize

revenue

. Serve as executive liaison for cross-functional decision makers within

the organization

. Manage and direct cyber security operations team to ensure product

integrity and customers privacy

. Establish seamless processes across the supply chain to create cohesion

between planning, sourcing and procurement, production, and logistics.

. Ensure proper levels of technical proficiency needed to meet customer and

market requirements

. Develop a world class Program Management team; provide coaching,

mentoring and attracting new talent to ensure adequate depth in

functional areas.

. Oversee an 8-person project management, operations analyst and product

marketing team and indirectly oversee 50 staff.

VERIZON COMMUNICATIONS, Basking Ridge, NJ 2002 - 2006

Senior Staff Consultant, Regional Program Management (2005 - 2006)

Supervisor, Central Office, Network Operations (2002 - 2006)

. Managed the analysis of FiOS (proprietary fiber optic technology product)

General Business and Consumer Provisioning and Repair and oversaw

implementation of process improvement initiatives.

. Improved and streamlined network services, retail markets, and customer

measurement services' processes in collaboration with inter-departmental

team.

. Collaborated with field operations in the preparation and delivery of bi-

monthly executive analysis for strategic fiber products; provision of

customer intelligence; and monitoring of performance improvement

initiatives.

. Improved the performance of 21 person team of union telecommunications

technicians through effective management of schedule, optimizing work

loads and implementing reporting and tracking processes; abided by labor

contract parameters.

EDUCATION

UNIVERSITY OF PENNSYLVANIA, WHARTON SCHOOL OF BUSINESS, Philadelphia, PA

Certification of Professional Development

PACE UNIVERSITY, LUBIN SCHOOL OF BUSINESS, New York, NY

MBA, Concentration in Strategic Management & International Business

UNIVERSITY OF MASSACHUSETTS, Amherst, MA

BA, Anthropology

SERVICE ACTIVITIES

Chairman, Board of Directors, Project J.U.

Board of Directors, Health Jam, Incorporated, 2005 - 2007

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