Customer Service Six Sigma

JOSEPH GIGLOTTO

**** ****** ***** ****, ***** Rock, Texas 78681 512-***-**** 512-***-**** *********@*****.***

CAREER PROFILE

INTERNATIONAL OPERATIONS CUSTOMER SERVICE P&L MANAGEMENT PRODUCT MANAGEMENT ANALYSIS AND STRATEGY

Experienced, results-focused, and accomplished professional, with exceptional international management experience, combined with

large scale E-Commerce background. Demonstrate ability to create and implement policies and procedures for improving

productivity, reducing costs, and achieving overall company goals. Utilize strategic thinking, innovative problem solving, and

leadership skills to bring forth exceptional results. Lead problem-solving teams by accurately assessing challenges and successfully

transforming ideas into appropriate workable solutions. Proven competent international relationships combined with effective and

productive working performance.

PAYPAL/EBAY, INC. ROUND ROCK, TX

Oversee eBay and PayPal global customer services strategy including new country launches, offshore and near shore

overflow strategy, eBay marketplace integration, merchant support, and channel integration

Deliver implementation strategy for eBay and PayPal product enhancements

Provide P&L management for more than 6,500 in house and outsourced agents

Direct consumer operations segmentation strategy, which includes profitability, value, and loyalty models

Develop and implement global consumer segmentation strategies

Key Accomplishments:

Successfully expanded consumer operations to a team of more than 1,500 agents across five geographies

Developed and implemented customer segmentation strategy for PayPal consumer service

Utilized segmented queue management and customer surveys to generate targeted marketing channel

Functioned as the key stakeholder in long-term technology vision strategy

Spearheaded operations through successful PayPal Mobile campaign

PAYPAL/EBAY, INC Omaha, NE

Supervised global capacity planning functions including tax incentives, brick and mortar solutions, and language capability

considerations

Responsibly administered $189 MM operational budget for global PayPal

Directed workforce management teams in three regional hubs such as Dublin, Shanghai, and Omaha

Utilized computer simulation models that allow “what if” testing for multiple variables simultaneously to develop strategic

solutions

Led PayPal global metrics team that supplied data to all locations 24/7 on demand utilizing microStrategy front- end with a

teradata solution for storage

Established and maintained international relationships with FSA and Workers Council contracts

Key Accomplishments:

Rendered world-class support for 105 million users

Effectively led two country launches and five country localization projects in 2005

Maintained internal expense to revenue ratios and sustained double digit growth for two consecutive fiscal years

Successfully negotiated senior executive approval for funding of two new buildings in 2006 in North America and Europe.

Provided support on key merchant initiatives for 2006 campaign in both strategy and technology arenas

QVC, INC. West Chester, PA

Created and managed statistical models to generate mid-term and long-term volume and unit forecasts within allowable

predictability ranges, for QVC Customer Services, Distribution Units, and QVC.com

Provided operational support for all QVC international sites

Implemented Six Sigma methodology to multiple projects within customer services operations

Developed operational process that maximized revenue-generating opportunity in international sites

Played a key role in the development of computer-based simulation models to analyze, define, and document requirements

for data, workflow and logical process, hardware and operating system environments

Key Accomplishments:

Developed and implemented Six Sigma process resulted in decreased net expense by $300K

Joseph Giglotto Page 1 of 2

JOSEPH GIGLOTTO

3249 Arroyo Bluff Lane, Round Rock, Texas 78681 512-***-**** 512-***-**** *********@*****.***

Spearheaded the launching of QVC Japan in Q3 2003

Improved statistical modeling of QVC UK realizing up to 8 percent forecast variance improvement which is equivalent to

$175K annually

Functioned as lead for QVC call centers of excellence team

Generated forecasts and corresponding workload to handle incoming orders and calls from two television shows

simultaneously (QVC and Nascar Fan Shop on FX)

APAC CUSTOMER SERVICES Deerfield, IL

Directed the development of the technical architecture that supports CRM/ e-CRM and office automation as well as

mapping business requirements to existing technology to integrate back office systems

Coordinated personnel activities to ensure thorough implementation and completion of projects within budgetary guidelines

and time constraints

Supervised numerous functional and technical team projects to maximize staff performance and yielded huge profit through

utilization of economies of scale

Spearheaded all Discreet Event Simulations for “what If” scenarios for current operations and utilized simulation testing for

all Request For Information (RFI) pricing strategies

Key Accomplishments:

Supervised the creation of company-wide call center intra net site and created functional specifications

Introduced simulation testing for all Request For Information (RFI) pricing strategies along with current contracts resulted

in increased net revenue by $200K during the second quarter

Obtained Six Sigma Black Belt certification; increased Direct Marketing Firm’s revenue by $1.2M annually and reducing

APAC net expense by $190K annually

Successfully fulfilled Purdue University’s Call Center Auditor Certification

BANK OF AMERICA Charlotte, NC

Led the creation of mid-and long-range inbound/outbound call volume and average handle time forecasting

Managed projects regarding multiple call center telephony upgrades

Create staffing plans for newly acquired customer base; reviewed and analyzed trends of key indicators and industry

influences

Established optimum staffing levels based on off call volume forecasts; organized call center schedules in a netforce

environment

Key Accomplishments:

Directed and managed all facets of capacity planning for the largest financial virtual network in the United States

Managed large-scale customer segmentation simulation project that was later published in Dr. Jon Anton’s book, Call

Center Performance Enhancement Utilizing Simulation

Successfully developed forecasting algorithms that allowed Bank of America to utilize Computer Telephony Integration

(CTI)

MASTER OF ARTS IN ORGANIZATIONAL LEADERSHIP

GONZAGA UNIVERSITY Spokane, WA 2007-2008

BACHELOR OF SCIENCE IN ORGANIZATIONAL MANAGEMENT

Graduated summa cum laude

NORTH PARK UNIVERSITY Chicago, IL 1999-2001

Certified Six Sigma Black Belt

Statistical Process Control Certification SPCC, Toronto Canada

Certified Call Center Auditor Purdue University

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