Change Management Customer Service
Resume:
CONTACT
*******.**********@******.***
linkedin.com/in/domenic-diclemente-
9a51b713
CORE SKILLS
• Client Relationship Champion
• Expert in Customer Journey
Mapping
• MS Office proficiency including
Jira and Confluence
• Product & Service
Implementation
• CRM implementation
• Project Delivery Leadership
• Creative Analytical Person
• Six Sigma Green Belt training
(Process Re-engineering)
DOMENIC DICLEMENTE
An experienced operations client leader supporting multiple vendor client teams with excellent people and relationship building skills. 10+ years managing operational teams. Expert in system enhancements and change management in fast paced environment.
Driven by improvement opportunities to achieve business goals. WORK EXPERIENCE
Alight Solutions Jun 2017 - current
Client Manager II
Ownership of multiple Vendor accounts with the key focus to manage business relationships as a trusted advisor. Function as primary point of contact managing collaborative efforts across multiple verticals to meet client deliverables. Achieved through innovative technology solutions and delivery of processes & training through contact support centres
Aon Hewitt Nov 2012 – May 2017
General Manager / Client Manager
Managed multiple site operation teams ensuring goals were achieved. Held accountability for BCP, oversight of operations, resource planning and delivery of performance metrics through Continuous Improvement and training
Voysus Group Inc. Nov 2010 – Oct 2012
Customer Service Operations Manager
Managed Customer Service Operations (technology upgrades, budgets, program administration, capacity planning, WFM & training with 100+ employees supporting multiple accounts & business verticals
ROGERS WIRELESS Jan 2008 – Oct 2010
Operations Support Manager – IT Technology Centre
Managed and supported a 24/7 national support centre for internal clients ensuring ticket resolution and IT support available for system related issues supporting over 30k employees. Ensuring ongoing system availability with minimal disruptions while engaging both internal and external BCP stakeholders. Earlier career includes Contact Centre Manager managing 200+ employees supporting wireless / mobility solutions NOTEWORTHY
ACCOMPLISHMENTS
• Simultaneously managed 10+
vendor client teams
• Oversaw project execution,
installation & delivery within
budget & time on CRM
applications
• Successful Client system
implementations through
partnership and advisory role
• Oversaw project execution,
installation & delivery within
budget & time on CRM
applications
• Acquired successful Client
renewals through strong
partnership and advisory role
• Achieved 100% on performance
targets through business
acumen on low performing
clients
• Delivered Training on new
system solutions and new
program to 100 agents
• Restructured teams successfully
maximizing value & delivery
resulting in positive operating
expenses (OPEX) and KPI
delivery
• Oversaw project execution,
installation & delivery within
budget & time on Telephony
Solution
• Successful implementations
within multi-employer programs
achieving positive CSAT results
EDUCATION
• Toronto School of Business - Business Management
• Green Belt Six Sigma Trained
• NBSA Project Management Certification
VOLUNTEER EXPERIENCE / LEADERSHIP
• 10+ Years Fund Raiser for Kidney Foundation of Canada
• Youth Soccer Coach for 18+ Years
• York Region Police Recycling Projects for City of Vaughan
Contact this candidate