Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sam Ficarrotta

Olathe,KS

Summary

Dynamic leader with a proven track record at Black Knight Financial Services, now part of Intercontinental Exchange Inc., in enhancing customer loyalty and streamlining operations. Excelled in data analysis and CRM management, significantly improving service quality and team performance. Renowned for innovation, exceptional organizational skills, and fostering employee growth.

Enthusiastic customer care executive committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience. Previous experience as an educator and account manager augments skills and ability to speak with varying levels of employees and clients from CEOs to entry level staff.

Overview

15
15
years of professional experience

Work History

Director of Customer Care and Training

Intercontinental Exchange Inc.
05.2020 - Current
  • Nurtured customer relationships by listening to customer concerns and being the voice of the customer internally and served as primary customer advocate to internal teams.
  • Managed a team of 28 team members both in person and remotely both as individual contributors, managers, trainers and account managers
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Leveraged industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Lead teams with areas of responsibility including Account Management, Agent Level Support and both internal and external Training
  • Researched, coordinated Implementation, rollout and optimization of various toolsets from Telephony, CRM and miscellaneous integrations.
  • Served as ultimate escalation point for internal teams and customer
  • Used Industry, customer and technical knowledge to facilitate a high level of customer satisfaction and internal efficiency.

Manager of Customer Care

Black Knight Financial Services (Acquired by ICE)
03.2012 - 05.2020
  • Supervised daily operations and coordinations between department functions to maximize revenue, customer satisfaction, and employee productivity.
  • Worked with toolsets to develop and define quality metrics and outcome reporting process.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Developed new employees and on-going performance assessment of current employees.
  • Managed department call volume of 30,000+ customer contacts per year and coordinated department schedules to maximize coverage during peak hours.

Supervisor of Customer Care

Black Knight Financial Services (Acquired by ICE)
06.2010 - 03.2012
  • Supervised daily operations of half of Customer Care team including account management and agent support operations.
  • Partnered with peer Supervisor to coordinate support operations and feedback to employees to promote consistency
  • Coached employees in performance and career growth.
  • Was the primary metrics provider for the organization and analyzed all statistics related to operations and regularly presented them to Manager and VP of Customer Care
  • Utilized previous 8 years of agent support and account management skills to both continue to manage key accounts and pass that knowledge on to team members.
  • With previous 8 years of Account management and

Education

Bachelor of Arts - Education

Benedictine College
Atchison
05.1998

Skills

  • Innovation and creativity
  • Data/metric analysis
  • Quality assurance
  • Expert People Manager
  • Expert in CRM (Dynamics/Salesforce)
  • Exceptional organizational skills
  • Escalation management
  • Performance improvement
  • Call center operations
  • Documentation and reporting
  • Persuasive attitude
  • True problem-solver

Timeline

Director of Customer Care and Training

Intercontinental Exchange Inc.
05.2020 - Current

Manager of Customer Care

Black Knight Financial Services (Acquired by ICE)
03.2012 - 05.2020

Supervisor of Customer Care

Black Knight Financial Services (Acquired by ICE)
06.2010 - 03.2012

Bachelor of Arts - Education

Benedictine College

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