Sales Customer Service

Elaine Bucci

linkedin.com/in/elaine-bucci-b******5 ■ 412-***-**** ■ ******.*.*****@*****.***

BUSINESS OVERVIEW

Leadership ■ Project Management ■ Process Improvement ■ Productivity ■ Change Management Customer Experience ■ Cost Savings ■ Business Operations ■ Employee Engagement High achieving, naturally competitive award-winning Manager offering call center operations experience in multi-Channel markets, team supervision, process improvement, employee engagement, and operations support. An instinctive leader, transformational manager/mentor and process maven with a sustained record of solid results, productivity improvements, cost reductions, and cohesive, engaged team building. Committed to employee development achieved through ongoing training, shared learning, and earned recognition. Complementary background in: performance coaching, process optimization, and customer service. BUSINESS EXPERIENCE

VERIZON COMMUNICATIONS; Pittsburgh, Pennsylvania February 2000 ■ December 2018 Senior Operations Manager, Technical Support Call Center (August 2012 – December 2018) Directed team tasked with facilitating timely billing of newly installed products and services, speed up cash flow, reduce operating costs, and improve customer satisfaction. Consistently achieved 100% business targets, earning Top 3 ranking nationwide for Consumer and Business Mass Markets organization. One of ~10K management to voluntarily accept enhanced buyout offer in December 2018.

• Guided 200+ member, three location multi-state call center team of management and union-represented associates in identification and timely resolution of revenue- and customer-impacting pipeline service order errors; continually refined and automated processes to optimize customer experience and accelerate cash flow

• Selected as “Best in Class” nationally for Employee Engagement from ~40 competitors; captured the #3 position for culture-strengthening “We love our Workplace” video

• Reduced call center operational costs by >$3.1M, improved on time installation rate >180% for lead digital voice product: restructured/streamlined workflow processes, drove productivity gains, invested in associates via continuous coaching, development, and employee engagement initiatives

• Spearheaded organization-wide “best practices” projects to increase productivity; close performance gaps; reinforce practices, procedures and codes of conduct; and communicate top-down messaging

• Frequently tapped to take the lead in end-to-end project management of customer experience-related and systems testing initiatives e.g., new product rollout, VP-level escalation process streamline; worked collaboratively with IT, Legal, Finance and Call Center management

• Analyzed/tracked daily results, employed targeted coaching sessions to achieve goals; designed and developed related training sessions to emphasize importance of fact finding and systems navigation facility Senior Staff Consultant, Regional Facilitation Team (March 2009 – July 2012) Led 56-person team ranked #1 in complaint reductions nationwide for three consecutive years. Oversaw daily operations and communications, performance of management staff and union represented associates. Owned remediation and resolution of ~7.5K customer-related operational issues annually. Elaine Bucci

2

• Reduced complaints 48% in 15 months, to 3.0 from 7.0 per 100K; increased workflow accuracy, and simultaneously shortened problem resolution cycle time

• Initiated routine audits to identify/close performance gaps, reduce rework, and increase productivity; saved ~$52K annually retooling work schedules to minimize differential/shift pay Interactive Help Desk Manager (February 2008 – March 2009) Handpicked to tackle revenue critical process improvement project. Reduced customer escalations 18%, and concurrently reduced customer wait time by 58% within first four months

• Cleared initial backlog of 1.5K call backs in 30 days, repurposed clerical resources, saving ~$250K annually

• Led cross-organizational initiative to consolidate 24 separate customer-interfacing systems and processes, resulting in reduced average call handle time and improved customer satisfaction scores Sales Team Leader, Regional Sales (September 2006 – February 2008) Volunteered to lead high profile, start-up team of 22 consultant/specialists responsible for FiOS video and broadband sales in Pennsylvania and Delaware. 40% of consultants achieved/sustained top tier sales ranking

• Increased FiOS/new connect sales in first 90 days; originated sales contests to stimulate sales, introduced new products and improved results, lifting team from 7th to 3rd place ranking within 30 days

• Encouraged on-job competency and performance excellence via: establishment/management of personal development plans aligned with corporate and regulatory benchmarks; open communications; real time feedback, annual performance evaluations, and supportive career development Training Specialist, National Sales (November 2003 – September 2006) Owned end-to-end nationwide management development program geared to sales achievements driven by skills refinement, relationship building, and hands on product knowledge.

• Drove customized learning solutions through various adult learning methodologies in partnership with Customer Service organizations to align with the overall business strategy

• Identified knowledge and performance gaps, owned end to end training development to deliver job specific hands on training

AWARDS and RECOGNITION

VCM Spotlight Award for six consecutive months scorecard achievement (2018) Director’s Cut Award for process improvements (2017) Nine-time recipient of Platinum and Diamond Club Awards for Sales (2001 – 2010) EDUCATION, CERTIFICATIONS and TRAINING

Michigan State University, online. Change Management Certification (December 2018) Waynesburg University. MBA

University of Pittsburgh. MED, Education; BA, History and Philosophy St. Vincent College. Secondary Education Teacher Certification Villanova University. Project Management Certification Thunderbird University. Global Leadership Certification Verizon Communications. Leadership Sales training; Simmon’s Professional Women’s Workshop BUSINESS TOOLS

Microsoft Office (PowerPoint, Excel, Access, Outlook, Word); Adobe Flash; WebEx; SharePoint; CMS; Cisco Jabber; IEX

Contact this candidate