Rocco Cacciatore

*** ********** *****, ******** ********, NY 12533 845-***-**** (

abhlay@r.postjobfree.com

OPERATIONS MANAGER

Results-focused senior professional with over 10 years of experience

driving service and quality across internal and external activities for a

world-recognized company.

< Instrumental in achieving cost reductions, while boosting productivity,

through strategic redesign of procedures and a commitment to consistency

and excellence in all customer-facing activities.

< Strong team leader with the ability to motivate staff and communicate

effectively with all contacts.

Core Competencies

Operations Management ( Team Leadership ( Customer Service ( Quality

Assurance ( Relationship Building

Process Improvement ( Cost Management ( Strategic Planning ( Communication

( MS Office & Lotus Notes

Professional History

**Since 2007, owner of Cacciatore's Trattoria - transformed a suffering

small business into a profitable restaurant, now run by family members.

Verizon Communications, Westchester, NY ( 1998 to 2010

OPTICAL NETWORK QUALITY AUDITOR

Drove quality of FiOS field operations through independent auditing of

service delivery to ensure adherence to standards. Conducted inspections,

documented compliance issues, and followed up to ensure rectification and

completion of orders. Communicated with customers to assess worker

performance and satisfaction with service delivery.

Selected Highlight

< Contributed to major boost in compliance rates (from 65% to 95%), as

well as a clean audit from the Public Service Commission, by ensuring

excellence in service delivery.

SENIOR STAFF CONSULTANT - FiOS MARKET AREA SUPPORT, Capitol Region NY (2006-

2007)

Advanced newly delivered internal objectives, as well as efforts to reduce

costs, by analyzing best practices and developing and implementing revised

service improvement plans. Partnered with national teams to achieve across-

the-board consistency.

Selected Highlights

< Lowered FiOS service delivery costs by 28% in 2006 by proactively

seeking and implementing changes to the build process to improve

efficiency. Reduced expenses for both construction and installations, as

well as for service delivery.

< Measurably improved the customer experience by proactively identifying

and responding to customer needs.

AREA MANAGER - CUSTOMER OPERATIONS, Midstate Region, NY (2001-2006)

Directed team of local managers and 3 work centers providing service and

delivery of all domestic telecom/broadband products for 500K customers

across Westchester and Putnam Counties. Drove performance excellence

through ongoing evaluation and resign of processes across all work areas.

Selected Highlights

< Played key role in introduction of new FiOS technology to the area.

Exceeded 40% penetration goals and contributed to national team that

developed best practices and developed strategies for implementation.

< Supported sales team efforts to boost FiOS presence by sending teams to

community events to showcase products and drive customer interest.

Continued...

ROCCO CACCIATORE ( Page 2 ( abhlay@r.postjobfree.com

Verizon Communications, continued

LOCAL MANAGER - CUSTOMER OPERATIONS, Midstate Region, NY (1998-2001)

Spearheaded daily operations of 20-25-member field team of union-

represented technicians delivering installation and repair services for

telephony and data technologies.

Selected Highlights

< Led historically underperforming work center team to achieve measurable

improvements in just 1 year by driving effort to create a stable,

professional environment based on mutual respect and a commitment to

excellence.

< Reduced key internal indices by 15%, while boosting productivity 30%,

for 2002 and 2004. Ensured meeting PSC standards in key areas,

including customer satisfaction and service time.

< Improved internal relations and the overall work environment by building

an alliance with local union representatives.

< Rose from original role as Service Technician due to outstanding

knowledge and leadership capabilities.

Education & Training

Bachelor of Science in Business Management and Economics

Empire State College, Albany, New York

Extensive management training through Verizon

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