CHRIS GIANNACCINI

Major Duties

• Responsible managing data ingestion, normalization, and validation for multiple lines of business using SQL, Oracle, and PostgeSQL databases.
• Oversight of 20K files ingested monthly in more than 4K unique layouts.
• Responsible for setting strategies for data quality checks.
• Managing Service Level agreements including identification and mitigation of risks.
• Coordinating with other internal teams to meet business objectives, asses infrastructure needs, and implementing products.
• Budgeting and resource evaluation and hiring
• Devising and implementing strategies to scale without adding headcount
• Managing, coaching and developing team members scattered throughout the United States and in Katmandu Nepal.

Accomplishments:

• Liaised between data management and IT support personnel to communicate ongoing system maintenance and new software development.
• Decreased the overall time to deliver results to clients by 45% through implementing automation to eliminate manual effort, streamlining processes to reduce handoffs, and implementing standard practices.
• Instituted a quality control program, increasing the overall quality of the work and reducing rework associated with errors
• Redesigning existing workflow orchestration tool to optimize processes. Working directly with engineering teams to provide acceptance requirements for the new tool, organizing user acceptance testing, and overseeing the implementation of the new tool.
• Conducting Value Stream Mapping of existing processes to identify and mitigate pinpoints and inefficient workflows.
• Deployed optimal reporting software and developed dashboards and reporting systems for data summaries.
• Partnered with subject matter experts in continuous improvement process, upgraded data quality and recommended innovative information management strategies.

Major Duties

• Responsible for managing 15 Supervisors and 160 front line employees in two Call Centers and Lobby 8 locations, across Maryland and Delaware.
• Accountable for delivering customer satisfaction through setting standards for Call Center Agents and monitoring progress towards those standard.
• Identifying processes that impede customer satisfaction and devising new processes to achieve desired customer satisfaction.
• Managing an Operations team responsible for analyzing forecasted calls and devising schedules to provide proper coverage.

Accomplishments

• Increased productivity by 14% in the first 3 months after joining the center through focusing the Supervisory team, and front-line employees, on efficiency and using positive reinforcement when progress was made.
• Standardized processes across the division to resolve customer issues timely. This involved identifying gaps in processes, developing strategies to fill these gaps and making recommendations to senior management.
• Launched and supported several new tools to assist the front-line employees with resolving complex customer issues.
• Mitigated business risks by working closely with staff members and assessing performance.
• Enforced compliance with local, state and federal regulations and company standards.