Anthony Dizazzo, Mba, Pmp Email & Phone Number

Boston, MA, US

• Responsible for managing day-to-day logistics as well as involved in the strategic direction associated with the Business Optimization program. Emphasis on delivering value and wins – quick wins as well as long term.
• Develops a framework to deliver high impact programs across organization and in line with company goals. Align with leadership to understand business priorities and develop strategic plans to support these goals
• Main point-of-contact for all programmatic activities by developing well defined milestones and success criteria, detailed task and execution scheduling, team coordination, and tracking and management
• Organize & prepare teams for Quarterly Business Reviews with Cloud and Kronos business stakeholders
• Change leadership; Ability to make recommendations, communicate and influence across functions and levels to drive change

Greater Boston Area

• Developed and managed 14 support engineers who turned into one of the top performing support teams in Global Support within 9 months of hire by using an agile mindset.
• Reduced ticket age by 50% (14 to 7 days) from previous year’s average by implementing agile techniques, creating standard operating procedures, and building core team KPI’s.
• Improved Net Promoter Scores by 10% (8.5 to 9.5) within 5 months of hire by performing analysis on core customer complaints and devising team strategies on how to improve.
• Increased employee performance by introducing a monthly scorecard for case reviews, coaching opportunities, and improvement action plans for the following month.
• Enhanced support team readiness by introducing a 4-week departmental SaaS onboarding training program for new hires and an advanced technical training for existing employees.

Bedford, Massachusetts

• Owned the definition and vision for Instrumentation Laboratory’s new remote diagnostics web portal product. Resulted in the creation of a 5-year strategic feature roadmap.
• Improved software development execution by coaching scrum teams better agile techniques, performing periodic evaluations, and serving as interim scrum master.
• Increased global awareness of new remote diagnostics products and services by travelling to 5 different countries and providing 3 day trainings to affiliate offices.

Greater Boston Area

• Led deployment over 120 customer databases (106% of target goal) and drove $30 million in incremental revenue.
• Reduced customer issue backlog by 50% within 3 months of hire by implementing prioritization techniques, creating an issue handling rotation, and establishing SLAs.

• Reduced case age by 20% (10 to 8 days) by forming new escalation model for highly complex customer issues. Resulted in the creation of tier 3 support and new roles.
• Promoted to supervisor in 2012. Promoted to manager in 2013.
• Managed and developed 8 technical specialists to provide best-in-class service.

• Pioneered use of web-based forms to standardize internal & external workflows across the business.
• Won “Progress Through Ideas” award for most innovative & impactful business improvements.
• Promoted to Manager in 2013.

Master'S Degree, It Business Analysis

Master Of Business Administration (M.B.A.), Information Technology

Bachelor Of Arts (B.A.), Sociology