Call Center Information Technology
Resume:
Executive Operation, Business Process & Information Technology Leader
Operations Management / Program Management / Call Center Management / Information Technology
Extensive experience successfully delivering complex programs, software, hardware, and infrastructure efforts in rapidly changing environments. Large team call center management experience. Consistently exceeds business objectives by leveraging strong analytical and problem-solving capabilities, along with interpersonal skills, collaborative teamwork-oriented style, flexibility, and deep IT infrastructure and systems development experience. Respected and sought after for managing organizations’ most complex projects. Uniquely qualified to bring disparate groups together to define and implement a common vision, drive increased productivity, and deliver exceptional results, with creativity and excellence.
Lead and managed all operational efforts to take a 250+ staffed call center to over 500+ in less than a year and a half while dealing with a pandemic. Successfully developed a team alignment process to successfully drive the site to 94%. To meet current restrictions and keep the business running for our customers we implemented a work remote program. This remote program required equipment set up and assignment to over 250 Agents to perform their jobs from home. The remote program was so successful that we still have it in place and plan to continue a balance in office and remote workers.
Manage over 10+ properties, commercial and residential for over 4+ years. Many of our tenants have been with us in these location for over 30+ years as we have inherited the family business.
Chosen to implement in less than 3 months the Ideas@Work Program for both Associates and Management employees across all lines of business within Verizon for the newly formed Operational Excellence and Transformation Organization resulting in a saving of $11.7M at start up.
Implemented enterprise-level process improvements for Verizon Internal Audit and IT relationship model throughout IT for: tracking, findings and compliance monitoring, governance of overall IT Audit process, appropriate communications at CIO level across IT, executive status and compliance that resulted in improved focus, accountability for all the IT teams and decreased overall Priority Findings for IT from 15 to 1. This included privacy mandates (PCI, CPNI, SPI); pass external penetration testing, security benchmarking and disaster recovery drills. Disaster Recovery team member, Team member CPI303 Audit, Attestation, Remediation planning and PCI Audit team member.
Sought after to lead 32 Programs for implementation in less than 3 months to meet the launch date of Verizon Business in January 2006 from the purchase of the fMCI Company. With the launch of Verizon Business implemented over 2563 projects with a combined budget of over $1,131B. Managed the launch of many new major products such as VoIP, Managed Services, Core Voice, and new contract deals including Allstate, which generated over $450M in revenue over 5 years.
within the organization.
Charter Communications / Spectrum
Director Retention August 2019 - Present
Direct a 500+ Retention Call Center of all operational management efforts to assist our customers. Drive and improve Analytics / Enhance Intelligence to the Leadership Team to drive the site Core Performance Measures to drive sales and save our customers. Create and improve critical trends, reporting and auditing to ensure our Leadership Team can manage their teams but also to help when we see patterns taking place that need to be addressed. Identify trends to the Leaders to drive positive changes in behavior and performance. Works closely with partner organizations ensuring appropriate staffing and scheduling to support forecasted call volume, and real time adjustments as needed to meet the business needs. Supports and resolves all Corporate Escalation for resolution. Implemented processes and procedures across 3 new Retention sites. Continuously called upon by Corporate, both Residential Retention VP's and Director over Small Medium Business to help improve processes and reporting in our sister sites.
KL Operations Owner / Operator
Owner / Co–Owner May 2013 – Present
Manage over 10+ Commercial and Residential properties in the Plant City Florida area. As a landlord my responsibility are to keep our tenants and the surrounding community happy. Taking the proper care of the rental property plays a huge role in keeping everyone content. Follow health and safety codes, performing regular maintenance, paying bills on time, and maintaining the proper insurance are all part of a landlord’s obligations. Prepare monthly budgeting efforts to ensure repairs, taxes and all bills are paid on time and funds are available for future upgrades and purchases. Hired a management company to manage properties so I can go back to work full time.
Predictive Science
Vice President Program Management October 2015 – April 2016
Lead and managed contracted Scope of Work agreements with Predictive Science clients. Provide executive reporting & presentations that communicated the direction, significant milestones, and results of specific client initiatives.
Coordinate and lead the collaboration of resources/partners required to drive client initiatives from strategic inception to production launch. Communicate initiatives across the teams to leverage awareness to build support and ensure their effectiveness. Act as a catalyst for the sharing and implementation of best practices resulting from specific company initiatives. Provide coaching and performance feedback to team, partners, and clients. Provide status reports to clients, partners, and senior leadership. Identify and eliminate threats to ensure the successful and timely implementation of client initiatives.
Verizon Marketing Organization
Manager – Marketing Effectiveness July 2012 – September 2015
Program Managed a team of Program Managers and also delivered multiple major transformational programs for Verizon’s Marketing organization across Wireless, Enterprise Services, Consumer and Mass Business Operations organizations. Program Manager for implementing new multi-million-dollar Customer Experience Platform (VOICE NPS) across all lines of business consisting of 180k users impacting 300 million customers allowing consolidation of multiple home-grown systems to cloud based enterprise solution. Program Manager for implementing Verizon Social Media command center that enables near real-time monitoring of Social Media sentiment across all business units to improve customer engagement and satisfaction via data analytics.
Verizon Information Technology
Director – IT Strategy and Planning August 2008 – July 2012
Established an IT CIO Organization to provide unique enterprise oversight and program management support for Verizon's IT CIO/Executive Level Programs. Coordinate and matrix manage IT Lines of Business & Towers at the Sr. Level, Communications regarding deliveries for Business Plans and Strategies, Board of Director Materials, and Performance Agreements, Verizon Leadership Counsel Presentations, and metric reporting. Implemented Verizon Internal Audit and IT relationship model throughout IT for: tracking, findings and compliance monitoring, Governance of overall IT Audit process, appropriate communications at CIO level across IT, executive status and compliance that resulted in improved focus, accountability for all the IT teams and decreased overall Priority Findings for IT by 97%.
Verizon Business
Director – IT and Corporate Management January 2006 – August 2008
Front Door and Release Management for Information Technology (IT) development for Verizon Business and Verizon Telecom Lines of Business. Managed the delivery of a $700M budget for implementation surrounding the software development of products, infrastructure and synergy efforts across systems from Ordering to Billing for IT SVP & CIO of Verizon Business IT.
Verizon Data Services
Director – Enterprise Planning and Program Management August 2003 – January 2006
Responsible for the Information Technology (IT) development for the Enterprise Solution Group Line of Business. Included all the implementation and changes surrounding the software development from Sales to Ordering to Billing Systems across all the Senior Vice President areas of IT. Included managing a budget of $161M in development efforts.
Verizon Data Services
Manager – Tech Manager II – SYS Analysis February 2001 – August 2003
Led a large requirements team of management employees supporting the Verizon Line of Business for Enterprise Solutions Group. Managed the largest D&E Budget in excess of $30M for the Information Technology Billing SVP. Implemented key Enterprise Solutions Group complex strategic programs such as the Enterprise Advance Program to drive over $59.5M in revenues.
GTE Customer Service Intelligence
Manager – National Billing Operation December 1999 – February 2001
Responsible for business requirements for Retail, Wholesale, Regulatory and Marketing Organizations. Included all functional components including cost, timeliness and quality along with overseeing all steps in the Change Process for Billing System Enhancements from receipt of request through product deployment.
GTE Business Development & Integration
Manager – Integrated Billing November 1998 – December 1999
Project Managed the Integrated Billing Program for the Corporation from requirements, system development and implementation activities across all GTE Business Units. Managed budget and business planning associated with the program across all business units.
GTE Wireless
Project Coordinator – Customer Contact August 1995 – November 1998
Defined operational infrastructure to support all new products / promotion / services involving convergence initiatives such as Integrated Billing, Interlata Toll, Retail Convergence, Airfone, Go to Market, Internet and Professional Services Incorporated.
GTE Wireless
Financial Services Supervisor – Collection Call Center April 1994 – August 1995
Supervised a large collection center team to collect both retail and business accounts.
GTE Wireless
Financial Services / Call Center representative August 1991 – April 1994
Worked with both retail and business customers accounts for all call center and collections needs.
Lisa Ercoli
2008 McGee Road
Plant City, FL 33565
**********@***.***
Executive Profile
Areas of Expertise
Enterprise-wide program / project management
Six Sigma certified
Information Systems Audit & Control Association (ISACA) Certified
Executive level reporting and communications
Matrix team management
Budget planning and reporting
Data analysis, decision making and problem solving
Workforce development
Process reengineering and data mapping
Governance, risk, and compliance
Strong interpersonal / Leadership skills
Turnaround and crisis management
Systems integration
Business and IT requirements
Highlights of Achievement
Career Progression
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