Operations Manager or Call Center Manager or Training Manager or

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Debbie DiGiulio 206 Woodward Avenue Buffalo, NY 14214 716-462-4742 [email protected] Objective: An Operations Management position with an organization seeking a team member with an extraordinary record of identifying best practices, able to redu ce costs and the ability to develop a team to exceed performance objectives. Profile: * 10 years experience acting as an organizational catalyst with a track record o f producing astonishing results for 5 nation wide companies and 2 international companies. * Over 15 years of call center management experience expanding across a myriad o f industries: transportation, utilities, telecommunications, and banking. * Energetic self-starter with excellent analytic, organizational, and creative s kills. * A talent for analyzing problems, developing and simplifying procedures, findin g solutions and best practices. * A cost saving strategist. * Proven ability to motivate and work effectively with persons from all walks of life. * Committed to the highest levels of professional and personal excellence. * A commitment to human development and community service. Professional History: YRCW, Inc, Cheektowaga, NY..............................20 05-2010 (2006-2010) Sr. Performance Consultant (2005-2006) Performance Consultant Company Information: YRCW is one of the largest transportation service providers in the world and the holding company of a number of successful brands, includin g: YRC, YRC Reimer, YRC Glen Moore, YRC Logistics, New Penn, Holland and Reddawa y. YRC Worldwide has the largest, most comprehensive network in North America wi th local, regional, national and international capabilities. Accomplishments: Authored and implemented an online help system. Planned, coordinated, designed and facilitated training activities for the follo wing nation-wide and multi-company events: * System change from mainframe operating system to web-based platform (GetPaid) (2005). * National merger of Yellow Transportation and Roadway Express (March 2009). Planned, coordinated, designed, and facilitated training regarding realigning co rporate accounts from a corporate collections center to a previously designated small account collections center. Developed the processes and procedures for a n ewly created and implemented quality assurance department. Introduced a file rev iew system to ensure collector accuracy. Authored and implemented a new hire tra ining program for all centers, and authored a supervisor training program and ma nager training program. Responsibilities: Identified best practices within the operating companies in or der to produce synergy within the organization. Designed training curricula base d on information deemed a best practice. Administered employee, process and proc edure gap analysis evaluations, reported data to senior management and training was then created. Designed, authored and maintained an online help system contai ning a library of process and procedures all operating companies. Facilitate tra ining and train the trainer sessions. Previous Responsibilities: Facilitated new hire training for Cheektowaga, NY cal l center. Reported performance opportunities and assisted with creating training manuals.

ATS Reliance Consulting - National Grid, Buffalo, NY.........2003-2005 Performance Consultant Company Information: One of New York State's electric and gas utility providers, headquartered in Syracuse, NY. Approximately 1.5 million customers receive elec tric service and 540,000 receive gas service from National Grid, making them the largest provider in New York State. Accomplishments: Designed the quality assurance monitoring program. Implemented weekly team pre-shift huddle meetings and weekly individual developmental coachi ng sessions. In some cases, the associates elected not have union representation attend. Responsibilities: Managed a staff of 15 call center associates in need of specia lized training in a Union environment. Performed gap analysis, designed and faci litated necessary training for this group of associates in order to meet company objectives and established service level agreements. I was directly responsible for the management of 2 specialty departments that are regulated by the Public Service Commission (LICAP and 3 day shut off notice call teams). TeleSpectrum, Buffalo, NY..............................................2001-2003 Quality Assurance and Performance Development Manager Accomplishments: Achieved client established quality goal of 85% within 90 days of start up in an 800 seat call center. Hired, trained, and retained all 91% of new hires within 120 days - per client contact. Developed a tracking plan to red uce the amount of fraud in order to retain a client. Designed and implemented a job mapping strategy to help determine best candidates based on experience and w as able to promote 5 associates to Quality Supervisors that would not have norma lly qualified for a promotion due to lack of education. This also enabled us to decrease operational expenses by consolidating positions and eliminating redunda nt work. Responsibilities: Created and implemented the Quality Assurance department polic ies and procedures. Managed training operations which included: center performan ce, calibrations, reporting, gap analysis and the design and development of trai ning curricula. Drove call center performance and employee culture to obtain obj ectives and service level agreements established by clients and senior managemen t. Selection, training, and evaluation of staff. Managed staff of 30 Quality Sup ervisors, 15 Supervisors, 4 Trainers, and 5 Fraud Agents. First National Bank of Marin, Las Vegas, NV.........1998-2001 Marketing Workflow Coordinator Accomplishments: Promoted twice in 3 years from Customer Service Representative to Senior Service Representative, then finally to Marketing Workflow Coordinator . Responsibilities: Selected, trained and evaluated staff. Managed a staff of 25-3 0 associates. Oversaw daily operations which included project planning and devel opment, quality assurance monitoring, and creation and updating statistical repo rts for the Marketing department. Created product evaluation surveys and present ed results in to the Creative Design Department to our outside vendors and distr ibutors. Education: I was pursuing a dual degree online in Organizational Leadership, however due to the economy; I was forced to make the very difficult decision to temporarily wi thdrawal. I fully intend to complete my studies once the economy rebounds.

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