Management Customer Service

Joe Carelli

*** **** **. *******, ** *****

**********@*****.*** 732-***-**** (c) 732-***-**** (h)

https://www.linkedin.com/in/joe-carelli-0348352

Staff Support Manager

Process Improvement Quality Assurance Team Leadership

Results-driven with 10 Years management experience in progressive roles within national and regional organizations. Accomplished in meeting aggressive deadlines, exceeding metrics and managing complex projects. Excellent communication, organizational, analytical and leadership skills. Comfortable working independently or collaboratively on a team, I work extremely well with little to no supervision.

Experienced in

PMO

Supply Chain

Sarbanes-Oxley

Data Analysis

ISO 9001

Total Quality Management (TQM)

Document Administration

SAP

Training & Development

Customer Service

Telecom Technologies

Team Leadership

Professional Experience

Verizon, Consumer and Mass Business, National Operations, Freehold, NJ 10/2011 – 11/2015

FIOS Self Install Project & Program Manager

Handle all escalations within the program. work with customers to ensure successful installation. responsible for the logistics management of the program. handle all shipping issues. follow up on order fallout. manage follow up call lists. proactively contact customers. responsible for completion of all orders. Single point of contact interact with various departments involved in the process flow. assemble metrics from other departments for scorecards and reports. compile data from customer surveys. determine overall success rates for order completions. perform customer follow up for incomplete orders of dissatisfied customers. perform daily analysis of the reporting database program for accuracy. discover discrepancies and errors on a frequent basis. prepare daily, weekly, monthly, quarterly and yearly reports for within organization and for upper management. rotational supervision of first level and occasionally, second level management.

Concurrently, set up and ran ToolShare, a web based program that integrates with SAP and lets employees list surplus tools and material that they have or need for redistribution within the company.

Selected Contributions:

Achieved over $100 million in savings over four years by reducing technician dispatches

Significantly increased customer satisfaction by providing an alternative to a technician visit for installation.

Verizon, Supply Chain/logistics, National Quality Team, Freehold, NJ, 4/2006 – 10/2011

Specialist, Operational Review Auditor and Document Control

Support the garage work centers/warehouses in the Mid Atlantic, Potomac and NYC/Long Island regions. perform transaction compliance monitoring remotely using SAP and other Verizon systems and software. Write work instructions, job aids etc. for supervisor and storekeeper level employees. auditing the warehouses for ISO 9001:2000 compliance. assist in the Tier 1, 2 and 3PL ISO 9001:2000 and Sarbanes-Oxley audits throughout Verizon. participate as auditor in ISO 9001/SOX Audit of the Southboro, MA warehouse and year end physical inventories. schedule and perform operational review audits, chair opening and closing meetings with directors, managers and first level management. make presentations to upper level management. communicate, track and follow up on audit findings. manage travel budget for team of six management employees. Occasional acting supervisor of storekeepers and supervisors.

For six months, I was loaned to the Fleet organization to facilitate the process migration from FleetTracker to SAP software. assignments included work Instruction writing, editing and revising, testing of the new work instructions associated with the transition. Support the supervisors and mechanics for the migration to SAP by providing additional training, site visits, conference calls and acting as subject matter expert.

Selected Contributions:

Increased profitability by reducing inventory and consolidating work centers/warehouses.

Increased financial, security, and operational compliance through operational review audits. Wrote operational review audit checklist and methods and procedures documents for many warehouse and work center processes.

Wrote methods & procedures documents for end-users in SAP conversion from Fleet tracker. UAT quality assurance tester and trainer. Increased profitability by retiring legacy software.

Verizon, Network Services, Circuit Provisioning Center, Newark, NJ, 01/2005 – 4/2006

Reports Specialist, ISO 9001 Lead Auditor, Document Control Administrator and Training Coordinator

Accomplishments include attaining ISO 9001:2000 certification on the first attempt for the center of fifty five management and craft employees. scheduling monthly audits, maintaining audit records, meeting with the other Internal Audit Managers and the Quality System Management Representative. Document Control Administrator in charge of creating, editing, and approving local level procedures and guidelines documents, job aids etc. and posting to the organization's web pages. Produce trouble ticket analysis reports for customers. create reports the management team used for cross-organizational meetings. training coordinator responsible for fifty five craft and management employees. work with other training coordinators to standardize training and ensure employees have the skills and tools to do their jobs. Training went from zero hours in year one to over 1,289 hours the following year. out of hours duty supervisor. led center through ISO 9001 re-certification.

Selected Contributions:

Increased profitability by achieving ISO 9001 certification in seven months for team of fifty five employees.

Increased training and significantly reduced errors and staffing requirements.

Verizon, Premium Care Center, New York, NY, 8/1999 – 1/2005

Central Office Technician

Troubleshoot DS-1 and DS-0 analog and digital circuits, determine trouble and dispatch in or out accordingly; work with inside and outside technicians. Interact with the customer and various departments including escalations when needed. handled circuit provisioning. additional duties include setting schedules and gaining concurrence of work groups on order activities, coordinating circuit cut-overs and projects, monitoring order activity, coordinating and participating in the overall special services circuit test. turn up the circuit to the customer. occasionally act as supervisor to technicians.

Education and Training

Bachelor of Arts in English

City University of New York – New York, NY

Additional Skills and Experience

Microsoft Office

Peoplesoft

HTML

Lean Six Sigma

Warehouse Management Systems

Process Improvement

Telecom Billing

Outlook

Computer Hardware

Software Installation

Networking

Fiber Optics

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