Sales Manager

Kevin Famularo

Raleigh, NC ***** Remote 570-***-****

**********@*****.*** www.linkedin.com/in/kevinfamularo

IT Solution Program Delivery Leader

Exceed Revenue and Cost Savings Targets Delivers Complex Projects on Time and Budget

Senior technical leader experienced in delivering business value enabled through Information Technology (IT). Expert at building cross-functional teams between business, IT, and required vendors. Skillful establishing project governance processes, establishing and maintaining budgets, and communicating status. Adept in managing risks and issues at all levels within the organization. Broad experience in complex program planning and organizational structures that positions technology to effectively address vital business priorities.

Leadership Expertise:

Relationship Building Innovative Thought Leader Communication Honesty / Integrity

People / Team Motivation Emotional Intelligence Call Center Business Acumen

Program Management

Technology:

Salesforce - Cloud based CRM

Call Center Strategy - AI, OMNI Channel

Interactions - NL Cloud based IVR

AVAYA - Telephony, Call Routing, Call Back Assist

SDLC - Water Fall and Agile

Avaya IC - Computer Telephone Integration (CTI)

NICE - WFM, Voice of the Customer

SDLC - Waterfall and Agile

Professional Experience

METLIFE, Cary, NC 2007 - Present

Director US Digital Program Delivery

Functioned as the Innovative thought leader responsible for the development and implementation of Contact Center Technology. Led alignment of business strategy, technology roadmap, and delivery of high-quality contact center solution. Provided leadership and oversight to teams ranging from 10 - 100 in size with budgets ranging from 1M - 35M. Executed appropriate status reporting to all levels of Senior IT leadership and business program sponsors and required stakeholders.

Implemented a Salesforce real-time lead generation system that identifies sales leads through online channels, providing real-time integration to MetLife's Sales agents, allowing converting sales leads into sales.

Established crossed-functional program team, facilitating appropriate governance processes, and collaborating with multiple vendors.

oImproved quantity of leads by 25%.

oStrengthened quality of leads 6-fold.

oIncreased sales revenue by $5M.

Instituted a Natural Language, AI, Cloud-Based IVR solution that transformed the customer experience from an inefficient and frustrating experience to a pleasant, more efficient customer experience.

Led the re-engineering of MetLife's outdated touch-tone IVRs. Collaborated with Interactions (Vendor), MetLife's technical and business teams, providing a Natural Language IVR solution on time and on budget.

oExceeded business expectation by increasing containment to 7%, 4% over planned.

oMet expectations by decreased misdirects by 3%.

oSurpassed business expectations by outperforming savings by an additional $1.2M.

Executed Custom Enterprise Call Routing Avaya Solution that provided a centralized location for all MetLife calls to be managed, evaluated, and routed to the correct call center skill, based on predefined rules.

Kevin Famularo **********@*****.*** Page Two

METLIFE (Continued)

Launched appropriate governance that allowed the team to address risks and issues in a timely manner and build a custom, high availability enterprise call routing solution that scales to support 30M calls on time and budget.

oProduced Mission critical application built for high availability, 99.99 uptime.

oDelivered on time and within budget - $2M.

oScaled to support 30Mcalls annually

Employed Enterprise Call Back Assist Avaya Solution, providing customers with the option to receive a call back at their convenience when wait times are above a pre-defined threshold.

Started cross-functional program team and appropriate governance that allowed the team to build a custom, Call Back Assist solution to reduce wait times and increase customer satisfaction significantly.

oBoosted Customer Satisfaction by 3%.

oDeduced customer wait time.

oProvided on time and within budget - $1M.

Additional Related Experience

PARTY CITY, Rockaway, NJ, Manager of Application Development

TOYS R US, Wayne, NJ, Manager of Application Development

Education

Master’s in business administration (MBA), Project Management, (AIU), American InterContinental University, Schaumburg, IL

Bachelor of Science (BS), Information Technology, (AIU), American InterContinental University, Schaumburg, IL

Professional Development

PMP Certification 2006

Scaled Agile - SAFe (4.6) Training Class 2019

Personal Activities

Marathon Runner: Ran in 2016 Scranton, PA Marathon

Half Marathon, as well as 2016 Sandy Hook, NJ Half Marathon

Chaired Diversity Committee (LIAT): Chaired Local Inclusion and Action Team at MetLife for 4 years

with the goal of sharing cultural differences throughout the organization

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