Lorraine Barrucco
Long Beach,NY
Summary
17+ years experience as a call center professional with commitment to excellence and operational efficiency. Known for driving team collaboration and delivering results in dynamic environments. Expert in process optimization and employee development, ensuring smooth operations and high customer satisfaction.
Overview
18
18
years of professional experience
Work History
Senior Call Center Operations Manager
PSEG Long Island
01.2024 - Current
- Manage 200 customer facing bargaining unit and management personnel, across Long Island to achieve target performance metrics associated with the Operations Service Agreement (OSA), Business Scorecard and JD Power.
- Lead the development and execution of employee engagement actions/plans. Maintain collaborative relationships with Union leadership and effectively administer the collective bargaining agreement.
- Lead/Implement cross departmental process improvement efforts as well as identifying process efficient improvements within the Call Center.
- Work collaboratively with Training organization to ensure delivery of high quality training. Ensure workforce is readied to execute job functions in a customer sensitive manner, ensuring a positive customer experience.
- Streamlined call center operations to enhance customer service delivery and reduce response time.
- Developed training programs to improve team performance and ensure adherence to compliance standards.
Social Care & Digital Analytics Manager
PSEG NJ
01.2022 - 01.2024
- Responsible for the execution of social care customer service, as well as the digital analytics program in customer technology. This includes updating digital escalation policies and enhancing existing processes to meet customer satisfaction standards.
- Manage five social media analysts, who are responsible for understanding how to track and report out all customer technology digital analytics.
- Manages social media customer service and cross-functional communications strategies across Facebook, and two separate Twitter handles to inform and engage the utility's follower base of 239K.
- Serve as Project Lead for the Customer Technology Enhanced Analytics Initiative. Provide management support by coordinating with internal teams on deliverables such as scope statements, schedules, etc., to ensure that all parties are aligned on expectations from the start of a project through completion.
- Oversee the monthly financial review process and governance meeting for both Capital and O&M. Manage the forecasting budget for Customer Technology.
- Manage the governance of Google Analytics for Customer Technology. Responsible for transitioning current platform to upgraded version, which requires cross-department team involvement and a formalized training in GA4.
- Managed multiple projects simultaneously while ensuring adherence to company policies and procedures regarding proposal development.
- Led cross-functional teams to implement data-driven strategies improving operational efficiency.
Social Media + Call Center Supervisor
PSEG Long Island
01.2016 - 01.2022
- Built a cross-functional social media customer service team. Maintained, updated, and share central tools with our corporate communications team. Manage four social media analysts and a team of twenty four call center representatives. Seamlessly integrated staff from different departments while onboarding new hires.
- Acting manager for call center operations if and when current manager is unavailable/offline. Responsible for managing the department and delegating tasks to affiliated subject matter experts.
- Research industry best practices to develop standard operating procedures, map out workflows and establish performance metrics. Created a series of analytic reports to update senior leadership.
- Manages social media customer service and cross-functional communications strategies across Facebook, Twitter, and Instagram platforms to inform and engage the power authority’s 1.5M customer base. Facebook: 66K followers, Twitter: 15.4K followers, Instagram: 3.6K followers.
- Leads efficient team of analysts who monitor and resolve social media customer inquiries with a
- Provided insight into customer service interactions across mediums before, during and after storms, as a member on the Estimated Restoration Time Journey Map initiative project team. Participated in mapping exercises to identify process flows impacted by the product implementation.
- Achieved an outstanding customer service response rate during 4nor’easters in March 2018, for which the team earned recognition from PSEG.
- Shared the company’s successful storm response process, presenting Social Media in the Utility Industry at the 2019 CS Week Conference, at annual educational event for utility service professionals.
- Identify appropriate Key Performance Indicators and report key metrics from digital campaigns. Create content strategies for digital media that drive leading practices and improve processes for the team.
- Implement online customer service processes to ensure positive and consistent user experiences.
- As project lead for the corporate Grassroots Process Improvement Initiative, established a cross-department team that incorporated all post-storm roles to enhance proactive customer communications.
- Supervised daily operations, ensuring adherence to customer service standards and policies.
Billing Analyst
PSEG Long Island
01.2014 - 01.2016
- Specializing in billing systems, oversaw daily bill print operations and managed monthly stock and postage programs. Conducted quarterly quality inspections and supervised vendor invoice processing.
- Served as Communication Process Lead for the Bill Redesign and Balance Billing Program initiatives. Provided customer service perspective from personal CSR experience and focus group feedback.
- Led the 10-member team that redesigned the electric bill. Researched best practices, hosted focus groups and created storyboards to present the new layout to internal and external customers.
- Managed the RFS IT Request for Service process between PSEG Long Island and IBM/TCS for all customer-facing applications, minimizing service-related down time.
- Actively participated in the company’s J.D. Power “Next 50” initiative, creating concepts for internal videos to educate employees about the importance of J.D. Power customer satisfaction metrics.
- As Community Partnership Program Coordinator for Customer Service, grew employee volunteerism year over year by communicating local opportunities to staff on a weekly basis.
- To help raise the caliber of customer service reps, reviewed HireVue video interview recordings and selected candidates for customer service training as an “Interview-Palooza” panel member.
- Analyzed billing discrepancies to ensure accurate customer invoicing.
Customer Service Representative
National Grid
01.2008 - 01.2014
- Provided friendly and efficient customer service to the 1.5M National Grid and the Long Island Power Authority customer base, resolving issues and responding to billing and service inquiries.
- Developed recognition as a Subject Matter Expert specializing in emergency call response during crisis, periods of extreme weather, prolonged outages, and post-storm restoration.
- Responded to escalated issues, applying deep knowledge in service Turn On/Turn Off Orders, electric and gas service jobs, collection cut on procedure, MyAlerts notifications and customer service policies.
- Trained 15 new employees in inbound and outbound collection processes, to maximize funds recovery efforts. Maintained inbound collection payment and transfer reporting for both National Grid and LIPA.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Education
Masters of Business Management - Business Management
Molloy College
Rockville Centre, NY01.2020
Bachelor of Science - Business Marketing
Old Westbury School of Business
Jericho, NY01.2015
Skills
- Social Media Management
- Quality Improvement Initiatives
- Customer Feedback Evaluation
- Data-driven Performance Assessment
- Strategic Content Development
- Emergency Communication Strategies
- Project Oversight
- Promoting Workplace Engagement
- Leadership in Team evelopment
- Proficient in Microsoft Office Suite
- Platform proficiency in Sprinklr and social media
- Tableau data visualization
- Client relationship building
Websites
PROFESSIONAL DEVELOPMENT
- Graduate of PSEG Long Island’s Supervisor Academy, 2019
- MARC Employee/Labor Relations Training, 2016
- DiSC Communication Training, 2016
Timeline
Senior Call Center Operations Manager
PSEG Long Island
01.2024 - Current
Social Care & Digital Analytics Manager
PSEG NJ
01.2022 - 01.2024
Social Media + Call Center Supervisor
PSEG Long Island
01.2016 - 01.2022
Billing Analyst
PSEG Long Island
01.2014 - 01.2016
Customer Service Representative
National Grid
01.2008 - 01.2014
Bachelor of Science - Business Marketing
Old Westbury School of Business
Masters of Business Management - Business Management
Molloy College