Joan Buscemi
Tampa,FL
Summary
Results-driven Senior Workforce, Vendor, and Operations Manager with a proven history of leading teams and implementing strategies that enhance operational efficiency. Focused on coaching and employee development while translating data insights into actionable plans that improve service levels and achieve organizational goals.
Overview
23
23
years of professional experience
Work History
Senior Workforce Manager
Charter Communications
Riverview, FL
11.2017 - Current
- Developed and implemented workforce management strategies to ensure optimal productivity.
- Directed workforce management function, enhancing performance and culture across operations.
- Managed workforce scheduling to enhance team productivity and optimize resource allocation.
- Analyzed workforce data to identify trends and improve operational efficiency.
- Collaborated with cross-functional teams to align staffing needs with business goals.
- Implemented process improvements to streamline operations and enhance cost efficiency.
- Led team of WFM analysts and managers in a multi-tiered organizational structure.
- Provided trusted decision-making on staffing escalations and cross-functional issues for site leaders.
- Developed and launched skills development program to foster organizational growth and employee capabilities.
- Led high-visibility projects across forecasting, scheduling optimization, and vendor governance.
- Standardized processes across internal and outsourced sites to improve staffing consistency.
Vendor Manager
Charter Communications
11.2014 - 10.2017
- Manages Vendor relationships and is responsible for the management of service delivered by the Vendors, including, but not limited to SOW requirements, resources and timelines.
- Ensured vendor compliance with support requirements outlined in the statement of work through diligent monitoring.
- Ensures Vendors provide outstanding service to our customers by maintaining metrics within the required specifications including but not limited to: CSAT, quality evaluations, first contact resolution and appropriate staffing to meet forecasts.
- Oversaw daily operations of Bright House Networks support vendors to ensure alignment with service goals.
- Maintain active communication with Vendors to ensure business continuity and message clarity.
- Attended quarterly reviews with vendors to assess performance and discuss improvements.
- Communicated regularly with upper leadership to maintain visibility on service provider performance and facilitate informed decision-making.
- Act as liaison with other organizational departments including, but not limited to the call center, learning and development, workforce management and quality; establish and maintain the working rapport necessary to understand interdepartmental dependencies.
Director of Student Services
Corinthian Colleges, Inc.
02.2010 - 10.2014
- Lead a team of Success Coaches (SCs), Program Leads (PLs) & Full-time & Adjunct Faculty responsible for enrollment activities & account management of ~2K students each term (SCs), student outreach towards At-Risk population (PLs, Faculty, SCs) & facilitating courses assigned (Faculty). (Parthenon Awardee - Outstanding Student Services Director 2012)
- Piloted Business Priority Initiatives that improved workflows and process efficiencies in New Start, Student Life Cycle, and Student Services Groups, including Online Learning Reading Course, Load Balancing Initiative, and Conversation Model 2.0.
- Developed contact and communication strategy game plan with outbound campaigns utilizing manual dials, dialers, and social media to engage ~20K students regularly.
- Coached and mentored staff, providing timely feedback to support leadership development and address attendance and performance gaps.
FiOS Local Manager - Customer Operations
Verizon
08.2007 - 07.2009
- Managed a team of 21 technicians responsible for installation & repair of FiOS service in the 4 designated Wire Centers in the Tampa North District.
- Coached team to identify training opportunities and implement development plans, resulting in enhanced team performance.
- Resolved second-level escalations to address customer issues and support retention efforts.
- Conducted approximately 200 root cause analyses on chronic customer service issues to provide targeted coaching to technicians.
- Performed approximately 1,000 job inspections to ensure compliance with VZ standards and improve quality.
- Promoted FiOS products and services to customers, supporting revenue growth.
- Managed supplies, tools, and equipment for technicians through quarterly inventories and daily audits.
FiOS Supervisor - Dispatch Resource Center
Verizon
03.2006 - 08.2007
- Oversaw ~20 union-represented dispatchers, providing coaching and feedback to enhance dispatch efficiency, leading to improved technician productivity and customer satisfaction.
- Teamed up with local managers, technicians, Jeop Desk & dispatchers to ensure customer appointments & commitments were met ~90% of the time (Top team - Tampa South).
- Conceptualized strategies for deployment of manpower, due dates & repair clocks, balancing & allocating resources in order to successfully serve ~800 customers daily.
- Managed overtime within budget constraints by implementing an overtime roster, resulting in annual savings of ~$50K for the company.
- Spearheaded projects to develop a cost-effective dispatch process, enhancing field productivity and customer service.
Supervisor - Verizon Repair Resolution Center
Verizon
05.2004 - 03.2006
- Lead a team of 21 representatives in handling simple to complex repair requests and coordinating repair service calls from ~1100 customers daily.
- Managed employee performance against center objectives, including cumulative average handling time (CAHT), schedule adherence (SA), observation (Obs), customer care index (CCIs), non-productive dispatches (NPDs), and attendance.
- Provided daily stats, conducted ~1,200 live & recorded observations & customized coaching & feedback that resulted in CAHT improvement (260 seconds to 235 seconds), SA, 97% (9% increase, surpassing the target of 96%), Obs (~70% to 85%).
- Handled 2nd-level escalations from irate customers and public service commission complaints, interfacing with field forces and other business lines, contributing to ~40% decline in complaints.
- Developed associates' performance by crafting an action plan that guided them to meet the requirements of the job and administered appropriate discipline patterned from the company's Progressive Positive Discipline Program (PPD) on low performers.
- Participated in grievance meetings to address union concerns regarding attendance, metrics, and labor issues, fostering a collaborative resolution for management and union.
- Achieved consistent recognition as Best Team from 2004 to 2006 by meeting and exceeding performance targets.
Resource Management Group Supervisor
Verizon
01.2003 - 05.2004
- Assisted Operations Manager in overseeing Call Center operations with 250 hourly employees, contributing to service level maintenance.
- Promoted efficient operations by maintaining service levels at 90% for South gates and average speed of answer at 23 seconds for Florida gate.
- Supervised team of 4 management employees to achieve RMG objectives: occupancy, quarter hours, OT, surplus target, SLs & ASA through effective leadership and teamwork.
- Lead a team of 4 management employees in helping the center meet its goals.
- Coordinated schedules and vacation plans for RMG staff, ensuring adequate coverage and operational efficiency.
Education
Bachelor of Science - Business Administration
De La Salle University
Manila, PhilippinesSkills
- Workforce Management
- Performance Management
- Operations Management
- Process Improvement
- Data Analysis
- Project Management
- Vendor Management
- Cross-functional Collaboration
- Problem Solving
- Hiring, Onboarding, Training, and Development
Timeline
Senior Workforce Manager
Charter Communications
11.2017 - Current
Vendor Manager
Charter Communications
11.2014 - 10.2017
Director of Student Services
Corinthian Colleges, Inc.
02.2010 - 10.2014
FiOS Local Manager - Customer Operations
Verizon
08.2007 - 07.2009
FiOS Supervisor - Dispatch Resource Center
Verizon
03.2006 - 08.2007
Supervisor - Verizon Repair Resolution Center
Verizon
05.2004 - 03.2006
Resource Management Group Supervisor
Verizon
01.2003 - 05.2004
Bachelor of Science - Business Administration
De La Salle University