Experience

Joseph C. Sansone Company

• United States
• Real Estate
• 1 - 100 Employee

• Director Customer Service

  • Dec 2016 - Present



Hawk Incentives

• United States
• Financial Services
• 1 - 100 Employee

• Senior Manager – Program Accounts

  • 2012 - Present

  Lead team of eight account managers; manage full range of client program operations, including definition, set-up, and implementation / maintenance. Provide critical support to sales and program management in effectively addressing client escalation issues. Ensure compliance with contractually agreed upon services. • Optimized program quality and staff productivity by monitoring performance measurements and trend information; strengthened staff skills and motivation through performance evaluation, targeted coaching, and career guidance. Turned around / motivated underperforming team to consistently meet performance targets.• Evaluated effectiveness of new system upgrades, enhancements, and transitions through meticulous testing and process mapping. Show less

• Manager, Client and Cardholder Services / Client Services Manager

  • 2008 - 2012

  Monitored call center service for quality and timeliness, as well as ensuring adherence to contractual agreements, service levels, and procedural standards; closely monitored vendor performance. Facilitated testing, development, and implementation of system upgrades.As Client Services Manager, supervised team of six frontline call agents in their efforts to manage customer escalation issues. Performed HR functions, such as recruitment / hiring, training, and evaluation / bonus allocation. • Spearheaded successful implementation of interactive voice response (IVR) improvements, including enhanced quality assurance and production testing.• Played critical role in design and completion of various company initiatives, programs, and projects, serving as departmental representative.• Led seamless transition of over 650 accounts valued at $180 million from one data platform to another with minimal impact to cardholders and clients.• Contributed significantly to management of tightly scheduled data processor transition requiring development of new data infrastructure and support tools. Served as valued team member accountable for requirement development and functionality / feature testing, operating as point person for errors and escalations. • Recognized for outstanding performance by earning promotion from Client Services Manager to Manager, Client and Cardholder Services within 3-year time span. Show less



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Customer Support Manager

  • 2005 - 2008

  Charged with starting-up and leading team of 16 escalation and content specialists in providing exemplary 2nd level service and support to frontline call agents. Held accountable for staff hiring, training / development, and evaluation. • Optimized management and resolution of service tickets escalated to team by designing and executing process and workflow improvements and carefully analyzing reports to identify service trends / opportunities. • Conceptualized and built skilled 2nd level escalation team from initial development and training to top performance. Show less



Edward Jones

• United States
• Financial Services
• 700 & Above Employee

• Investment Representative / Department Leader

  • 2001 - 2005

  Interfaced extensively with established clientele and prospective clients to recommend investment products to effectively match individual financial priorities and goals. As Department Leader, managed helpdesk / call center that supported 900+ branch offices, maximizing work processes, effectively allocating resources / controls, and creating standard and key performance measures. • Cultivated helpdesk / call center talent through coaching, goal setting, performance reviews, and salary increases / bonuses; introduction effective staff retention processes.• Developed and supervised four teams totaling 60+ associates, designing / executing cross-training and job shadowing processes within other functional areas and providing monthly sessions with individual associates to provide feedback and support.• Operated as advocate for company’s mission and priorities, as well as responding to staff recommendations and concerns.• Promoted company’s business growth by analyzing service levels daily, identifying trends and identifying areas for improvement; utilized process change and staff coaching to implement improvements.• Reduced average speed of answer (ASA) from 2 minutes and 30 seconds to 45 seconds, achieving service level goal of 80% for 13 straight months. Effectively adapted processes to more efficiently utilize company resources. Show less

• Team Leader / Service Specialist – Branch Helpdesk

  • 1999 - 2001

  Guided range of HR functions, including staff recruitment / hiring, training, scheduling, and evaluation. As Service Specialist – Branch Helpdesk, performed admirable in responding to incoming helpdesk calls from company branches related to terminal, phone, network, satellite, printer, and software problems. • Monitored work and performance of 12-associate helpdesk team, ensuring achievement of all service level goals and full staff understanding of company mission and priorities.• Maintained outstanding levels of customer service and support, communicating extensively with other branches by telephone and email to identify / resolve problems and issues; collaborated with technical support team in coordinating dispatches.Career NoteExcelled in earlier positon as Computer Systems Coordinator for DELUXE CHECK PRINTERS, overseeing plant’s IBM Series 1 computer operations. Recognized as “go-to” person for testing and implementation of all plant technologies and processes. Also served with distinction as Department Utility Customer Service Representative and Department Assistant for same company. Show less