Summary
Overview
Work History
Education
Skills
Timeline
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William Olivani

McKees Rocks,PA

Summary

Proven leader at Confluence Technologies with a strong focus on client retention and strategic decision-making. Achieved a Net Promoter Score exceeding 40%, reflecting a commitment to enhancing customer satisfaction. Expertise in developing robust client stakeholder relationships and driving revenue retention through effective team development and performance management. Dedicated to fostering client success via innovative support models and strategic vision.

Overview

16
16
years of professional experience

Work History

Global Support Manager

Confluence Technologies
Pittsburgh , PA
07.2017 - Current
  • Guaranteed client success and satisfaction with Confluence solutions. Achieving a NPS score of greater than 40% for clients supported.
  • Guaranteed retention of more than 60 million USD in ongoing revenue.
  • Partnered with various departments to uncover opportunities for client expansion.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Developed a 24/7 support model by integrating centers of excellence in Ho Chi Minh City, Vietnam and Bangalore, India.
  • Managed daily operations of the client service department, including staffing schedules, and resource allocation.
  • Facilitated communication between internal departments to ensure efficient problem resolution.
  • Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.

Support Manager

Confluence Technologies
Pittsburgh , PA
05.2013 - 07.2017
  • Assisted in the development of long-term strategies for improving customer service processes.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reported concerns and recommendations from clients and employees to senior management.
  • Conducted regular meetings with staff members to discuss challenges faced by customers.
  • Recruited and trained new employees to meet job requirements.
  • Evaluated employee performance against established objectives and standards.

Relationship Manager Team Lead

Confluence Technologies
Pittsburgh, PA
12.2012 - 05.2013
  • Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
  • Identified opportunities for cross-selling and upselling financial products to meet clients' objectives.
  • Coordinated with product development teams to design services that meet client needs.
  • Collaborated with internal teams to develop strategies that would increase customer engagement levels.
  • Implemented CRM systems for tracking client interactions and improving service delivery.

Relationship Manager

Confluence Technologies
Pittsburgh, PA
01.2009 - 07.2011
  • Achieved client loyalty through quality, productivity, service and proactive management.
  • Maintained accurate records of all client interactions within the company's CRM system.
  • Established strong relationships with clients through regular, personalized communication.

Education

Bachelor of Arts - Business Management

Washington & Jefferson College
Washington, PA
05-1998

Skills

  • Client retention
  • Decisive Decision-making
  • Stakeholder management
  • Team development
  • Cross-functional collaboration
  • Customer service expertise
  • Performance management
  • Leading team meetings

Timeline

Global Support Manager

Confluence Technologies
07.2017 - Current

Support Manager

Confluence Technologies
05.2013 - 07.2017

Relationship Manager Team Lead

Confluence Technologies
12.2012 - 05.2013

Relationship Manager

Confluence Technologies
01.2009 - 07.2011

Bachelor of Arts - Business Management

Washington & Jefferson College

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William Olivani