Dustin Muratori Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Colorado, United States

Colorado Springs, Colorado

 Effectively manage site and regional level net staffing levels for technical care lines of business and specific to Colorado Springs while making real time adjustment for fluctuating targets. Coordinate and manage site remodel project inclusive of seating, construction, staffing, logistics and team movement. Facilitate and oversee Technical Care wide training conversion from 291 Technical Care to @Home and PDA Technical Care. Coach and develop team of Service Level Coordinators, Site Planner and Coach to improve employee satisfaction, employee and customer relationships and to increase operational efficiencies. Development of team has resulted in two employee promotions within last 12 months alone.

 Function as comprehensive leadership consultant focused on isolating and closing performance gaps at a site level. Partner closely with Vice Presidents and General Managers at various sites and across lines of business to establish improved communication and processes. Execute effective needs analysis within sites in order to isolate performance gaps for improvement. Create robust and comprehensive presentations to share results and action plans from site level analysis. Collaborate closely with site leadership to develop and execute action plans to remedy gaps in communication and performance. Create and execute post implementation support plan to include stakeholder team calls, data analysis, benchmarking and trending of results.

Colorado Springs, Colorado Area

• Lead a team of Business Support Analysts to assist site in deployments/launches, metric analysis and performance improvement action plans. • Function as Customer Care representation on national level projects and business initiatives, specifically T-Mobile.com, MyAlbum, and Customer Relationship Management projects. Aid the National Business Support team in system and end user tool upgrade development, training, testing and implementation to ensure consistency throughout all sites. • Responsible for development, design, training and communication of policy and procedure to Customer Care Operations teams. Respond to clarification needs and improvement requests for system tool content and functionality as well as product, service and system enhancement gap analysis and deployment, to include evaluative follow up through end users and operational leadership. • Effectively planning, strategizing and executing to achieve team and departmental goals. Reporting and presentation of analysis, findings, and recommended solutions to operational leadership, GM and VP. • The on-site Business Support team is involved in all aspects of local call center operations, and acts as Field Services liaison to the site. Our team consistently scored in the “Business Excellence” range on our Quarterly internal customer surveys from 2003 to present.

Bachelor'S, Human Resources Management And Services

Education record