Summary
Overview
Work History
Education
Skills
Skillshighlights
Timeline
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James Digrazia

St. Petersburg,FL

Summary

Self-starting professional, with over 15 years of call center management experience. Enthusiastic and highly energetic leadership style, excellent people skills, and a dedicated work ethic. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience

Work History

Operations Manager

Verify Today -Verification of Employment
02.2023 - Current
  • Manage 75 + employees, 4-6 supervisors, and 7-8 team leads in Call Center and QA Department
  • Directly responsible for outbound employment verifications and supervising daily coaching through daily, and weekly performance
  • Supervise the incoming and outgoing environment
  • Manage supervisors, team leads, quality control, workforce, and training team
  • Regularly assess weekly performance and evaluate monthly metrics, including standard and stretch Goals
  • Manual resolutions per FTE per day
  • Completion-to-UTV ratio per FTE
  • Average age of pending searches per FTE
  • % of searches in backlog (defined as 7 + days old)
  • Monitor KPI’s daily, and weekly
  • Daily coaching and writing quarterly evaluations
  • Administer verbal and written warnings to team members falling below attendance, performance, or adherence standards
  • Hires, trains, monitors, and motivates staff
  • Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.

Operations Manager

CGS – Computer Generated Solutions/ IBM- Lenovo
01.2022 - 02.2023
  • Managed 75 + employees and 7-8 team leads in Call Center and QA Department
  • Coordinated with executives and affiliate directors and provided necessary feedback as appropriate
  • Mentored and coached direct reports to instill confidence and a self-directed workforce
  • Responsible for KPI goals meeting daily/monthly average handle time, abandoned rate, and SLA
  • Oversaw OSAT/CSAT scores to maintain customer satisfaction
  • Cultivated various team objectives and policies and ensured optimal level of customer service
  • Developed a thorough comprehension of our client’s business operations, strategies, policies, and procedures, allowing CGS to deliver a consistently high standard of service
  • Provided needed support for the internal application process
  • Conducted interviews, made hiring decisions, terminated employment when necessary, and implemented corrective measures as required
  • Provided input, and prepared, and executed evaluations for assigned team members.

Call Center Manager

Trulieve
04.2019 - 01.2022
  • Managed 175 + employees Call Center, WFM, Training and QA Department
  • Supervised a 60% remote workforce
  • Reduced average handle time from 13 minutes to 7 minutes; accomplished by implementing more efficient call flow to the customers
  • Created the Emerald project for top 5% customers
  • Worked closely with over 150 dispensaries to create an improved overall customer experience
  • Provided daily reports to senior team
  • Interacted daily with the marketing team concerning sales and promotions to ensure that the call center team is providing an exceptional customer experience
  • Provided meaningful and effective coaching, feedback, and training to associates; sets appropriate developmental goals and follows up on progress
  • Actively participated in recruiting and advancement decisions
  • Supported and administered various departmental and corporate policies consistent with the company’s core values and philosophies.

Call Center Sales Manager

One Touch Direct / AT@T Business-to-Business
03.2016 - 04.2019
  • Provided training, coaching, and mentoring to staff as appropriate and provided development opportunities to meet the organization’s future needs
  • Designed, implemented, and managed necessary operational workflows; met internal and external SLA’s
  • Enhanced call center systems by developing customer interaction and voice response systems
  • Advised customers on products and services available Networks
  • Designed user interfaces; developed and executed user acceptance test plans; planned and controlled implementations
  • Advised customers on products and services available
  • Supervised 18 associates.

Senior Operations Manager

Alorica /American Express / Retention
02.2011 - 03.2016
  • Determined call center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; defined user requirements; established technical specifications
  • Responsible for production, productivity, quality, and customer-service standards; contributed data and analysis to organizational strategic plans and reviews
  • Developed call center systems by developing customer interaction and voice response systems, and voice networks; designed user interfaces; created and executed user acceptance test plans; planned and controlled implementations
  • Managed employees with various skill levels and experience and coached towards success
  • Supervised up to 16 associates.

Education

Business Administration And Management

Thornton Community College
Chicago, IL
12.1984

Skills

  • Problem-Solving
  • Team Leadership
  • Operations Management
  • Customer Service
  • Performance Management
  • Quality Assurance Controls
  • Onboarding and Orientation
  • Process improvement strategies

Skillshighlights

  • Office 365
  • Zendesk
  • Nice
  • Calabrio
  • Paychex’s / ADP / Timeco
  • PBX
  • Smartsheet’s
  • CRM
  • Omni
  • Tymeshift WFM
  • Effective listening skills
  • Coaching - Training
  • Managing Process
  • Employee Discipline
  • Accomplishing organizational goals
  • Critical thinking proficiency

Timeline

Operations Manager

Verify Today -Verification of Employment
02.2023 - Current

Operations Manager

CGS – Computer Generated Solutions/ IBM- Lenovo
01.2022 - 02.2023

Call Center Manager

Trulieve
04.2019 - 01.2022

Call Center Sales Manager

One Touch Direct / AT@T Business-to-Business
03.2016 - 04.2019

Senior Operations Manager

Alorica /American Express / Retention
02.2011 - 03.2016

Business Administration And Management

Thornton Community College
James Digrazia