Manager Operations
Resume:
David S. Tuscany
Shelby Township, MI 48316
********@*****.***
CAREER OBJECTIVE
To grow professionally with a company dedicated to excellence in service
delivery in a call center environment. To share and grow my leadership
skills with a team of motivated individuals. To use my knowledge and
experience to exceed organizational and client expectations while achieving
financial results.
EXPERIENCE
June 2004 - Present Convergys Corporation (OnStar Account) - Troy, MI
Senior Manager - Client Services (September 2005 - Present)
. Responsible for maintaining a positive client relationship; monitoring
financial impacts; recommending strategies that financially benefit the
organization; communicating with the client on a daily basis;
strategizing with support groups such as operations, training, quality,
workforce and human resources
. Exceeded both revenue and operating profit for 2009 with a year end
revenue of $15,307M and an operating profit of 10.1%
. Negotiated 6 months of waiver on AHT caps in 2009 resulting in a gain of
$37,894
. Achieved a client satisfaction score of 3.67 (out of 4) where the client
specifically cited me as an exceptional and proactive partner who always
follows through on commitments
. Coordinated two site moves within 1.5 years - both moves achieved minimal
attrition and received positive client recognition
. Saved the organization $110,000 by building a business case for occupancy
relief based on forecast variance in several programs
. Responsible for managing the client relationships at two diverse sites,
involving travel one week of each month to the secondary site
. Established a daily metric review with the client as a proactive approach
to discuss what went well and what did not the previous day
. Launched several new programs that achieved better results than expected
. Created a Call Transfer process implemented by the client which reduced
AHT by 30 seconds
. Served as a temporary Site Director on several occasions while completing
current role simultaneously (total of 14 months)
. Served a back-up role to the Client Services Director
. Recognized as a corporate Power of One Champion in 2004, 2005, 2006, and
2008
Senior Manager - Operations (June 2004 - September 2005)
. Responsible for managing the day-to-day operations of the business
including meeting key performance indicators such as quality, service
level, AHT, sales, abandonment and schedule adherence goals as well as
ensuring all programs were staffed within their forecasted requirements
. Developed four Team Leaders into Operations Manager roles
. Set individualized goals for the Operations Managers and met with them
several times a week to review progress
. Improved overall quality by 12% within two months through the enhancement
of soft skills and grammar improvements
. Established a refresher training program for those not meeting specific
guidelines
. Launched several new programs that achieved better results than expected
. Developed the Employee Recognition Committee
DAVID S. TUSCANY PAGE 2
November 1999 - June 2004 Electronic Data Systems (OnStar Account) -
Troy, MI
Operations Manager
. Managed a staff of 10 Team Leaders and 150 agents on a daily basis
. Made several process improvement recommendations to the client, many of
which were implemented
. Reduced offline technical case load by 75% within one month
. Coached and developed Team Leaders to improve their team's quality
performance
. Developed several agents into Team Leader roles
. Held several other positions within the organization including agent and
Team Leader
June 1998 - August 1999 Crittenton Hospital & Medical Center -
Rochester, MI
Public Relations Coordinator
. Wrote seven different weekly and monthly publications including the
employee newsletter and community wellness newsletter
. Developed several brochures and marketing materials for several
departments
. Launched a radio advertisement campaign for the new Mother/Baby unit
. Served as chairman of the Employee Recognition Committee
June 1995 - June 1998 St. John Hospital & Medical Center
Sterile Processing Technician
. Cleaned, sorted, assembled and sterilized surgical instruments
. Served as afternoon shift department lead
November 1990 - June 1995 Crowley, Milner & Company - Roseville, MI
Department Coordinator
. Responsible for sales, displays, price markdowns and merchandising of
several departments
. Assisted customers to their satisfaction within limits
EDUCATION
1995-1998 Bachelor of Arts - Communications
Wayne State University, Detroit, MI
1987-1991 Associates - General Studies
Macomb Community College, Warren, MI
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