Al Dore Email & Phone Number

Greater Boston Area

Boston, Massachusetts

• Hold a team of Customer Service associates accountable to exceed quality, and performance metrics• Manage interactive Customer Service via My Portfolio, email and CHAT channels • Boston quality surveys and hold department heads accountable for making changes to increase customer initiated quality scores to 90% or higher excellent• Facilitate weekly Customer Commitment meeting/Boston Quality meeting to ensure excellence ratings per each Boston department are at goal and have a plan to sustain• Partner with the manager of customer service to develop established script and calling strategies• Develop and sustain effective and mutually beneficial relationships between agents, marketing managers, customers, accounting and the business centers across the company• Make recommendations to senior management on programs/ideas to improve service by incorporating the customers' needs with ongoing process-improvement projects and shows how the improvements provide direct benefits to customers and the company.• Provide subject matter expertise pertinent to customer service or support to cross functional teams within the company.

Metro Boston

* Local Site Manager for the implementation of Real Time Location System (RTLS) * Negotiated bids for Cable vendors, and installation teams* Sourced and Managed the installation infrastructure and equipment for National RTLS program* Liaison between various hospital departments, partners (Hewlett Packard) and vendors to provide updates on progress and prevent roadblocks * Ensured compliance with Hospital regulations for Safety, Infection Control, HIPPA and Engineering * Interfaced with all departments in educating them on the impact of the project * Executed project plans for the site based on VISN level requirements, local guidelines and schedules* Conducted site surveys and assessments at various locations* Completed a full background check

Bellingham, Ma

* Architect for the plan to upgrade of high-speed services to cable from partial T1s at 500 Dunkin’ Donut locations throughout the US, saving the company over $500,000 by replacing outdated services* Reported to Directors of IT, Marketing and Network Services* Successfully installed over 6500 locations with private internet through Cisco router technology saving the company $6M/year* Established ongoing liaison relationship with 10 major telecom/internet vendors * Lead contributor in the development of the implementation plan to create new private Dunkin’ Internet Network * Support Manager for internet connectivity and device integration- tasked with developing plans to address any all support needs at the store level * Company support/escalation advocate to all customers, third party internet transport providers, telecom vendors and Dunkin’ Corporate. Identified root causes for timely resolution of issues* Managed team that provided technical/service support for all stakeholders, individual locations, vendors and corporate parent. Ensured timely resolution of all customer issues. Measured team performance*Responsible for monthly progress reporting of goals and objectives to senior management well as implementation of “best practices” with vendors*Project Manager working with Verizon PMO in developing SOP for support services to Dunkin’ DCP*Educated customers on the private network to ensure proper use and customer satisfaction*Implemented a Customer Relationship Management (CRM) ticketing and tracking software for use with the Support Team to identify root causes and track customer inquiries

* Assisted with the selection and installation of Cisco Telephone and Contact Center systems for the DCP- worked with Cisco, Comcast/Verizon/AT&T and additional vendors to ensure a smooth transition to new system * Project Manager for deployment of a Customer Service / Information Portal throughout the nation * Managed the Contact Center Support group for Dunkin’ Donuts locations (internal) and for our e-Commerce site - Dunkindonuts.com (external)* Coached/monitored Customer Service Representatives- provided feedback on individual calls and procedures, to obtain a high level of performance* Developed and introduced a quality assurance and call monitoring program to the Customer Call Center* Lead cross functional teams to assist in the creation of a customer portal and support team* Provided training on quality and product knowledge to the staff* Participated in the hiring process by performing interviews and making hiring decisions* Reported to the Director of Member Services and Sales. Supervised a staff of 25 representatives, 3 supervisors*Utilize Microsoft Office- Word, Excel, PowerPoint and Project at an advanced level

** Reported to the Director of Operations -Supervise staff of 30-40 in a 250 seat call center – inbound and outbound* Coordinated logistics for a $9 million retrofit project. Responsible for entire project including vendor and contract negotiations, rental agreements, space planning/lay out, IT and Telecommunication design and employee communications* Increased external customer satisfaction 31%. In addition, transferred 35% of call volume to VRU and the Internet applications* Implemented a workstation deployment program utilizing E-Commerce solutions designed to expedite the collection of customer data, track feedback and improve customer satisfaction* Manage upgrade for Automated Call Distribution (ACD) system. Worked with vendor to ensure on time delivery of product, testing and installation resulting in an increase in productivity of 16%* Chosen as the only Massachusetts representative for the FedEx Speakers Bureau. Acted as "ambassador for the company¨ and conducted speeches on various topics- spoke at the Direct Marketing Association Conference in Boston, Massachusetts* Selected as member of corporate staffing committee. Made recommendations for hiring levels in all 7 Customer Service Centers throughout the US- Responsible for recruitment, scheduling staff, performance management and training on a variety of Human Resource topics* Coached/monitored Customer Service Representatives- provided feedback on individual calls and procedures* Developed and communicated International Service Quality Standards and provided training on quality and product knowledge * Resource for customer and employee assistance on International problems and questions* Performed administrative, personnel and Human Resource functions* As Leader of Quality Assurance Service Team, created database to implement consistent procedures, terminology and track customer satisfaction information. Center obtained ISO Certification with zero deficiencies

Master'S Degree Candidate, Completed Some Graduate Work

Bachelor Of Science In Business Admininstration B.S.B.A., 1984, 3.3

Activities and Societies: CBS Activities Committee Community Services Coordinator

Liberal Arts And Sciences/Liberal Studies, 3.3