Manager Service
Resume:
Joseph A. Ragozzine, Jr.
Lexington, Ohio 44904
Summary: Successfully motivates employee performance skills. Utilizes experience and knowledge to grow as a leader, team
player and business partner. Self-motivated, people oriented with solid personal and communication skills. Accepts ownership
and personal financial responsibility on behalf of shareholders and key stakeholders. Is able to get the job done through
understanding strengths and weaknesses and building a solid foundation within an organization.
EXPERIENCE: Embarq/CenturyLink Mansfield, Ohio 44907
07/09 – 07/11 General Manager - Call Center
Manager of Small Office Home Office inbound call center.
• Reports directly to VP of Business Sales and Care
• Responsible for directly managing 6 Supervisors with a call center of over 100 associates.
• Manage an expense budget of $3M and all aspects that drive expense: headcount, overtime, material
and contractors.
• Implemented and manage Save and Retention desk for all of CenturyLink Small Business organization.
• Successfully manage monthly sales quotas and center promotions for the Business Channel with
products such as bundles, High Speed Internet, Security, Long Distance and Enhancements.
• Work directly with Marketing to ensure proper roll out of products, campaigns and customer
communications.
• Conducts Quality performance and feedback sessions with management team and representatives.
• Manage daily personnel issues such attendance, sales and poor customer interaction.
• Handle customer escalations to ensure satisfaction and loyalty.
• Work with legal and Human Resource department for all hiring and termination of employment.
• Manage Business sales and care call statistics/service level and staffing through local Intraday team.
Monitors IEX and Centergy throughout business day to satisfy PUC requirements.
• Handled future staffing requirements for call center through long range forecasting calls and review.
04/07 – 07/09 District Service Manager – Network Services Mansfield, Ohio 44902
Managed the service, central office and business technicians for Eastern Ohio.
• Responsible for 168 individuals across the organization and 243,000 access lines.
• Seven direct reports (Outside field Supervisors).
• Hired/replaced four of the seven supervisors while responsible for the team.
• Manage an expense budget of $16M and all aspects that drive expense: headcount, contractors, and
overtime and material purchases.
• Interface with several bargaining unit leaders through Cooperative Resource Council and Bargaining of
Union contracts.
• Responsible for gross margin on large business system projects.
• Managed and exceeding all key service measures, ROCK targets (ranked 2nd in country), GJI8
measures and expense budget mandates.
• Customer interactions handled on a daily basis along with internal interactions with other departments.
07/02 – 04/07 Administration Manager –CSO Mansfield, Ohio 44907
Serves as confidential advisor to VP of CSO,
• Responsible for tactical and administrative issues, policies and procedures.
• Primary interface between CSO National Staff and CSO Field Operations for their region.
• Maximizes the productivity of the VP by limiting the need for his involvement in non-strategic decision-
making.
• Liaison between VP and his reporting directors.
• Advisor and assistant on headcount, employee development, administration, issues and policies.
• Liaison for regional staff in coordinating action plans to address service issues and opportunities
crossing departmental and divisional organization boundaries.
• Manages key processes/programs for VP organization such as Headcount, Contractor administration,
Employee Development, Communications, etc.
• Track, analyze and recommend changes in the departmental capital and expense budgets.
• Decision maker in the absence of the Vice-President. Evaluates the many requests/needs for
information to determine criticalities and establish priorities for timely response.
06/00 – 07/02 Business Service Manager Mansfield, Ohio 44902
Managed Business Service Technicians in Mansfield and Columbus area.
• Meet daily load requirements and all service objectives.
• Administer PAR, and develop technician workforce.
• Project managed installation of CPE equipment (PBX, KEY, VoIP. CISCO, NORTEL, SYMPOSIUM)
• Positively impacted the gross margin of installations, manage material and contractor forces.
• Customer interactions are on a daily basis, internal interactions with other departments.
• Responsible for training, expense, and overtime budget.
05/97 – 06/00 Supervisor, OSP-CSO Mansfield, Ohio 44902
Managed residential service technicians and cable splicers.
• Meet daily load requirements
• Successfully managed service objectives, administer TPP, and perform quality audits/safety audits on
technicians,
• Meet all dates on master project schedule; assign work orders to splicers in a timely fashion with emphasis
on due dates and primary service orders.
• Personally resolve customer concerns/escalations
• Interface with other departments such as: Business, Consumer, Workforce Management (Dispatch), Cable
analysis center, Assignment.
• Assure technician adherence to all company Practices and Field Bulletins.
• Systems used daily: WFM, ARBS, SOE, PACS, and Mapviewer
01/96-05/97 Service Activation Specialist Mansfield, Ohio 44902
Testing resource to detect errors in the functionality of software based products affecting Sprint.
02/94-01/96 WFM – Work Force Load Administrator Mansfield, Ohio 44902
10/92-02/94 Assigner/Dispatcher Warren, Ohio 44482
07/92-10/92 Business Office Clerk Warren, Ohio 44482
EDUCATION
Ashland University – Masters of Business Administration – Graduated 2004
Ashland University – BSBA Graduated 2001
• Major: Marketing Management
COMMUNITY
Board of Directors Richland County Chapter of the American Red Cross
Board of Trustees for the Ohio Utilities Protection Service
Embarq United Way Campaign Co-Chair
References: Upon Request
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