Customer Service Quality Assurance

Joseph W. Falcone

831-***-**** *************@*****.***

Operations & Personnel Management Professional

Highly motivated and accomplished management professional with extensive experience in operations management, bargaining unit and exempt personnel management and employee performance improvement. A proven record of developing and leading high performing teams by understanding customer and business needs, developing safe, effective and efficient solutions and implementing them in a timely and cost effective manner. Detail oriented, systematic and thorough in identifying and resolving challenges. An avid proponent of continuous customer service, process and efficiency improvement. An excellent communicator and team builder able to lead and work collaboratively in a cross-functional, highly demanding, deadline driven environment.

Areas of Expertise

Operations Management

Personnel Management

Supervisory Leadership

Customer Service & Satisfaction

Training Development & Delivery

Employee Performance Improvement

Project Management

Change Management

Quality Assurance

Professional Experience

Self Employed 2014 - Present

Cleaning Business Owner/ Operator

Own and operate “Cleaned Just For You” a commercial and residential cleaning and property maintenance service. Responsible for all aspects of business operations including personnel management, job biding, contract negotiation, employee training, invoicing, accounts receivable, accounts payable, advertising and sales.

PG & E 2000 - 2014

Customer Service Quality Assurance Supervisor (2011 - 2014)

Selected to manage and transform an under-performing team. Managed employees evaluating customer call handling and email response quality for 800+ Contact Center Customer Service Representatives. Developed a new Customer Contact Operations Quality Assurance program. Managed California Public Utilities Commission and PG&E Customer Service policy adherence and reporting. Utilized the ADKAR model, (Awareness, Desire, Knowledge, Ability and Reinforcement), to facilitate change management. Maintained a safe work environment through consistent and timely communication of expectations and administration of ergonomic evaluations and safety related training. Set and reinforced expectations and provided regular coaching and training to improve employee and departmental performance.

Accomplishments

Overall 2013 year-end safety goal rating exceeded target

Zero safety incidents and MVIs for all 3 years

Significantly improved productivity, efficiency, effectiveness and team reputation

Deployment of new Quality Assurance process increased productivity from 450 to 3000 evaluations monthly

Led team in providing trends and recommendations to improve the customer experience resulting in customer satisfaction scores improving from 75.4% EOY 2013 to 76.7% through Q1 2014 with a goal of 75.7%

CPUC compliance adherence through April, 2014 was 98.15% and exceeded target by 8.15%

Public Safety compliance adherence through April, 2014 was 96.35% and exceeded target by 3.35%

Provided process improvement recommendations contributing to a decrease in average call handle time in 2014 from 370 seconds in January to 330 seconds in April with each second reduction equating to $160,000 annually.

Directed escalated customer complaint investigations to ensure customer satisfaction which contributed to a 30% reduction in Customer Contact Operations complaints in 2012

Achieved 97% Hears My Opinion and Employee Engagement scores respectively EOY 2012 which exceeded target by 5.0%

Supervisor/Sr. Project Manager (2007 - 2010)

Customer Service Operations primary point of contact for company-wide strategic projects. Supervised project managers and business analysts in the development, approval and implementation of all aspects of project progressions from release scope to operationalization. In addition, developed and approved internal and external communications, employee reference material content, technology-down processes, staffing requirements and provided logistical support during and after installation. Also, managed Field Service Support employees and collaborated with Field Service business partners to ensure business process validation and improvement.

Accomplishments

Successful customer service technology and procedures implemented for all deployments

Met or beat all delivery schedules

Met or exceeded all metric and goal targets

Project Manager – Customer Care & Billing (CC&B) 1.5 Upgrade, Implementation & On-Site Support (2005 - 2006)

Developed, approved and managed all aspects of project progressions from release scope to operationalization. In addition, developed and approved internal and external communications, employee reference material content, technology-down processes, staffing requirements and provided logistical support during and after installation.

Accomplishments

Successful upgrade and operationalization of CC&B 1.5

Met or beat all delivery schedules

Met or exceeded all metric and goal targets

Field Service Support Specialist (2003 - 2005)

Maintained positive business relationships with internal and external business partners and developed new, and verified accuracy of, existing Customer Service Operations processes and procedures to ensure safe and efficient service delivery for customers, employees and the general public. Developed a new technology-down application to improve the customer experience during technology down periods and provided on-going management, maintenance and training. Identified and resolved Customer Service Operations application process issues. Also managed, trained and reported on gas and electric outage event adherence to California Public Utilities Commission and PG&E customer service policies.

Accomplishments

Met or exceeded all performance goals

Developed strong collaborative relationships with Field Service leadership and employees

Developed feedback process flow that improved cross-functional understanding and employee performance

Team Leader (2001 - 2003)

Managed employees within union contract guidelines. Maintained a safe work environment through consistent and timely communication of expectations and administration of ergonomic evaluations and safety related training. Effectively communicated performance expectations and motivated employees to achieve those expectations. Fostered consistent individual and team improvement while managing new Customer Service Representatives through coaching. Evaluated performance for probationary and regular status employees and conducted interviews for prospective new employees.

Accomplishments

Met or exceeded all performance goals

Facilitated strong development of employee skills and expertise resulting in high performing teams

Industrial Manufacturing Experience

Production & Packaging Supervisor, Gilroy Foods - 5 Years

Packaging Supervisor, San Benito Foods - 1 Year

Training

Safety Leadership

Supervisor Leadership Program

Facilitative Leadership

Attendance Management

Conflict Resolution

Positive Discipline

MS Excel, Word & PowerPoint

Presentation Skills Development

Communicating for Results

Education

Bachelor of Science Degree in Business, C.S.U. Fresno

Contact this candidate