Customer Service Manager
Resume:
Anthony DeLuca
********@*******.***
Call Center / Customer Service Management / Process Improvement
Experienced customer service manager for a multinational telecommunication corporation, with expertise in managing day to
day operations, employee lifecycle management, support strategy, process improvement and performance management.
Additional experience in planning, developing and implementing strategic support initiatives with focus on efficiencies, working
with cross-functional teams and delivering information to all levels of the company. Accustomed to autonomy inside a fast paced,
constantly changing environment with a high volume of information flow. Possess significant understanding in project
management and Six Sigma methodologies.
Six Sigma Green Belt Certified.
Areas of Expertise
Customer Service Management
• Selected by senior management to develop a highly specialized helpdesk to support high value enterprise customers.
• Managed and lead specialized support initiatives that lead to improved efficiencies in reporting service issues for The
White House Communication Agency, FEMA, Starbucks, Amazon and Boeing.
• Successfully led multiple projects with cross-functional teams to better define process and find support efficiencies.
• Accustomed to developing and maintaining process improvement and training documents for both internal and external
customer support.
• Experienced in communicating both informational and comprehensive department initiatives and metric reporting to all
levels of the company.
Call Center Management
• Maintained greater than 90% service level with 16% staff reduction and an additional 25% reduction the following year.
• Reduced total call volume by 40% in 4 months through identifying then moving call defects into the correct department.
• Reduced Avg. Handle Time by 55% by filtering challenging issues through a sub-set team of advanced representatives.
• Decreased Average Speed of Answer by 75% by leveraging cross-functional teams support.
• Maintained greater than 90% quality assurance scores.
Staff Hiring, Training and Supervision
• Established a remote department in New Jersey. Hired a highly skilled staff and management team and leveraged their
strengths to develop additional and future staffing.
• Maintained less than 2% negative employee attrition between 2007 and 2012.
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• Placed 30% of the workforce into new jobs prior to call-center closure.
• Managed up to 10 direct reports and 120 team members across two call-centers.
• Lead team through multiple acquisitions and center closure.
Anthony DeLuca
********@*******.***
Call Center / Customer Service Management
Employment History
Jan 12 - Jun 12 *
Area Manager / Senior Network Support - Network Operations AT&T - Redmond, WA
Area Manager Mobility Maintenance Center, AT&T– Bothell, WA Jan 07 - Jan 12
Team Manager, Enterprise Technical Support Cingular Wireless - Bothell, WA Jul 03 - Jan 07
Supervisor, Corporate Accounts AT&T Wireless - Bothell, WA Jan 01 - Jul 03
Supervisor, Advance Network Services AT&T Wireless - Bothell, WA Jun 00 - Jan 01
Customer Care Representative–Advance Network Services AT&T Wireless - Kirkland, WA Dec 99 - Jun 00
Y2K Project Analyst, Contractor AT&T Wireless - Kirkland, WA Feb 99 - Dec 99
*Department eliminated due to budget cuts
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