Marcelo Giangreco
Brandon,FL
Summary
Results-driven Customer Service Manager with a strong background in health care and financial industries. Skilled in leading teams to achieve exceptional customer service outcomes and optimize agent performance. MBA with a focus on Marketing Strategy, International Business, and Information System Management. Expertise in customer service leadership and strategic operational improvements.
Overview
24
24
years of professional experience
Work History
Customer Care Manager
AMERILIFE/ ILLUMIFIN
Clearwater, FL
04.2018 - Current
- Oversaw daily operations for Life & Health Customer Service Call Center.
- Facilitated merger of two third-party administrations through collaboration with Claims, Accounting, Compliance, and Sales Departments.
- Developed and implemented new training materials, scheduling tools, and escalation tracking systems.
Customer Resource Supervisor
REPUBLIC SERVICES
Lakeland, FL
02.2014 - 10.2017
- Provided direct support and leadership to the customer service team
- Significantly improved morale in the team, which led to reduced turnover and higher efficiency with a decrease of labor expenses by 30%
- Partnered with operations and sales teams after identifying specific customer service issues/trends
- The prompt correction of these issues led the division to reach the top position in the Southeast Area for customer satisfaction (Net Promoter Score)
- Awarded special recognition for reaching and surpassing all KPI metrics goals 2 years in a row.
Customer Service Supervisor
COMDATA CORP
St. Petersburg, FL
03.2011 - 01.2014
- Supervised day-to-day planning and scheduling of customer service team
- Provided regular coaching with 20+ direct reports on productivity and performance
- Managed all technical Network, IT issues, and installations on site
- Instructed the team on new products, policies and procedures and implementation of any company changes
- Successfully monitored and coached the team on improving quality of calls and responsiveness
- Streamlined hiring, training, and coaching on site, leading to a significant improvement in performance
- Received Operations Excellence Award on May 2013 for significant contributions to the Operations Team.
Customer Service Supervisor
MEDCO HEALTH SOLUTIONS
Tampa, FL
04.2007 - 03.2011
- Trained, led and directed 25 customer (in site and virtual) service representatives in an inbound service and information call center
- Actively participated in cross-functional projects such as the Quality Event Team making improvements in overall quality
- Served as a member of the task team that evaluated suggestions to improve system operations
- Recommendations from this team were implemented
- Designed and implemented an evaluation program that reduced the number of compliance failures for the entire site by 25%
- Interviewed, hired and trained customer service representatives resulting in a lower percent of turnover in the team.
Customer Service/Sales Representative Bilingual
CITIGROUP
Tampa, FL
05.2003 - 04.2007
- (Spanish-English) Representative
- Provided support to customers, demonstrating sensitive communication skills in identifying, troubleshooting and resolving problems
- Assisted Unit Manager in coaching/training new hire representatives.
Hospital Director
BANFIELD PET HOSPITAL
Brandon, FL
01.2002 - 05.2003
- Managed a productive veterinary medical team which consisted of 3 doctors and 10 paraprofessionals
- Recruited, hired and trained veterinary technicians and customer service coordinators emphasizing outstanding customer satisfaction
- Managed customer relations and effectively addressed customer services issues
- Supported the effort that led to a growth in revenues by 24% in one year.
Education
Master Of Business Administration (MBA) - International Business / Marketing Strategy
University Of South Florida
Tampa, FLBachelor Of Science (BS) - Electromechanical Engineering
Universidad Nacional De Asunción
Asuncion, ParaguaySkills
- Performance Management
- Call center management
- KPI monitoring
- Compliance oversight
- Recruitment and hiring
- Project Management
- Motivational Leadership
- Customer Experience Improvement
- Call Center Processes
- Change Management
- Product Training
- TECHNICAL SKILLS
- Avaya, NICE/Witness Quality Set
- Brightmetrics/Protelesis platform
- Cisco Platform Suite
- Verint Speech Analytics
- Microsoft Office Tools
- AS400, Workspace, etc
LANGUAGES
English - Fluent, Spanish - Native
Timeline
Customer Care Manager
AMERILIFE/ ILLUMIFIN
04.2018 - Current
Customer Resource Supervisor
REPUBLIC SERVICES
02.2014 - 10.2017
Customer Service Supervisor
COMDATA CORP
03.2011 - 01.2014
Customer Service Supervisor
MEDCO HEALTH SOLUTIONS
04.2007 - 03.2011
Customer Service/Sales Representative Bilingual
CITIGROUP
05.2003 - 04.2007
Hospital Director
BANFIELD PET HOSPITAL
01.2002 - 05.2003
Master Of Business Administration (MBA) - International Business / Marketing Strategy
University Of South Florida
Bachelor Of Science (BS) - Electromechanical Engineering
Universidad Nacional De Asunción