Anthony Pignatari Email & Phone Number

Chicago, Illinois, United States

- Provide Tier 3 root cause analysis of reported bugs and document findings in Jira for Engineering to conduct code changes - Redesigned the bug escalation workflow, which resulted in a 5% decrease in total issue resolution time across all engineering teams- Construct reporting analytics dashboards used by C-Suite and Senior Leadership to make informed decisions regarding workload priority- Created a comprehensive knowledge base of application-related issues, enabling faster resolution times for customers utilizing ITIL framework- Produced an article database that provides internal associates guidance on addressing common configuration and system error messaging

Vernon Hills, Illinois, United States

- Successfully implemented and scaled the company-wide adoption of Zendesk webchat within six months, increasing the daily volume from 15 chats to over 350 chats per day, while optimizing staffing capacity from two part-time webchat associates to six full-time representatives- Facilitated requirement gathering and workflow discussions with customer corporate offices and executed those specifications to create hospitality brand specific order approval hierarchies and General Ledger code records- Composed standard operating procedure (SOP) documentation for external customers to utilize new website functionally - Conducted biweekly QA testing of new eCommerce feature and bug fixes

Vernon Hills, Illinois, United States

- Led a team of 14 direct reports who fielded customer inquiries via email and phone- Created internal training materials and led 35 instructional sessions attended by over 300 Sales and Customer Care associates, which taught all point-of-sale features of SAP Fiori- Represented the Customer Care team in multiple interdepartmental committees- Delivered solutions to meet escalated customer requests using prompt and friendly customer service

Racine, Wisconsin, United States

- Operated the front of store which included selling and troubleshooting electronic reader devices

Cudahy, Wi

- Combined the strong organizational skills needed to produce semester, unit and daily lessons plans for 4 different courses, with the stellar communication skills required to successfully implement them - Collaborated with special education professionals to create individualized education plans for 30 students with learning disabilities

Gurnee,Il

- Assisted customers on the sales floor by locating requested products, offering recommendations and facilitating orders of hard to find/special order items - Managed inventory of music, book and magazine sections of the store- Designed product displays for featured new releases - Preformed weekly inventory counts

Bachelor Of Education (Bed), History

Associate Of Arts (A.A.)