John (Jay) Burleigh

John (Jay) Burleigh Email and Phone Number

Technology and Operations Leader @ Verizon
basking ridge, new jersey, united states
John (Jay) Burleigh's Location
Morristown, New Jersey, United States, United States
John (Jay) Burleigh's Contact Details
About John (Jay) Burleigh

Technology and Operations professional with extensive and adaptable experience in customer success strategy and program leadership in the financial services, insurance, telecommunications and technology industries. Proven success in personnel, project, process and technology management supporting internal clients. Keen ability improving contact center service with continuous improvement initiatives based on metric performance and reducing operating costs through many means including innovative change and automation.I work effectively with all levels in a team and goal oriented manner focusing on performance.My specialties include: -Staff Development and Mentoring -General Management and Financials-Startups and Optimization-Metrics and Performance Management-Program/Project Management-Agile Lifecycle and Delivery-Contact Center: ACD, IVR, VRU, WFM, CTI, Multi-channel-Business Continuity and Disaster recovery-Continuous Process Improvement

John (Jay) Burleigh's Current Company Details
Verizon

Verizon

View
Technology and Operations Leader
basking ridge, new jersey, united states
Website:
verizon.com
Employees:
151940
John (Jay) Burleigh Work Experience Details
  • Verizon
    Business Transformation - Senior Manager
    Verizon 2022 - Present
    I perform Capital planning and leadership activity associated with Customer Experience related technology investments supporting our Consumer Customers and Employees. This includes prioritization of funding, evaluation of benefits derived from investments and partnering with numerous internal organizations including business, technology and finance to transform our business.
    View
  • Verizon
    Senior Manager
    Verizon 2019 - 2022
    New Jersey, United States
    Provided oversight in several capacities with our Contact Center Technology Solutions team:• Chief of Staff and Strategy for the technology teams serving front-line service representatives and customers. • Served as the acting Director of our Production Support organization for 18 months, which I formed remotely during Covid from several existing teams. • Directed this group charged with managing critical internal and vendor product portfolios serving over 40,000 users and including technology specialist teams focused on resolving 10,000 incidents each month, proactive systems stability and effective client communications.• Successfully completed several large-scale programs to consolidate technology platforms which provided for consistent tool usage and operational savings of over $3 million annually.
    View
  • Citi
    Senior Vice President, Global Program Management Office
    Citi 2015 - 2019
    Warren, Nj
    Provided program management leadership for complex and strategic initiatives that affected the entire firm. • Established strong partnerships with all program stakeholders. • Managed consistent plan schedules, reporting and communications providing common controls. • Ensured focused efforts toward resolving risks and issues effectively. • Promoted compliance with program management procedures and methodologies to mitigate risk. • Drove completion of programs toward successful business outcomes which resulted in regulatory approval, financial savings and operating simplification.
    View
  • Aig
    Director, Aig Information Exchange
    Aig 1999 - 2011
    Berkeley Heights, Nj
    Developed this start-up customer service group to assist global employees, customers, and the general public in conducting business with the entire company including hundreds of subsidiaries. • Directed this corporate customer service division to become a vital part of daily company operations.• Managed 90 people in three US offices with a $7.5 million budget.• Served 50,000 on-line queries and over 5,000 direct interactions every day.• Reduced call volumes by over 60% by automating common inquiries through online information tools delivered by voice response, website and mobile applications.
    View
  • Aig
    Assistant Vice President, Client Services
    Aig 1995 - 1999
    New York, Ny
    Provided employee services and support for over 20,000 US based personnel using hundreds of business systems and technologies. Services included help desk, training/on-line curriculum, quality assurance, security administration, and more. Managed an operating budget of over $15 million with over 150 employees.• Saved the company about $5 million annually by consolidating over 100 specialized technical help desks into a single company-wide Service Center with consistent processes and tools.• Eliminated hundreds of recurring application issues by conducting trend analysis and permanent resolution. This problem management reduced thousands of help desk calls due to software defects.
    View
  • Kpmg
    Manager, Firmwide Technology Help Desk
    Kpmg 1994 - 1995
    Montvale, Nj
    Managed and developed help desk support for the Firm’s technology in all US offices on all platforms and applications in support of over 5,000 personnel.• Reported service performance daily, analyzed problem causes and identified numerous improvement plans with development teams.• Consolidated mainframe and LAN help desk functions into this firm-wide service center.
    View
  • Servantis Systems Holdings, Inc
    Manager, Customer Services
    Servantis Systems Holdings, Inc 1993 - 1994
    New York, Ny
    Managed staff for help desk, implementation, training, documentation and quality assurance for electronic funds transfer systems sold to large financial institutions. System interconnected with Federal Reserve Bank and SWIFT networks to perform daily transfers of several billion dollars.
  • Citi
    Various Positions
    Citi 1985 - 1993
    Ny & Nj
    Assistant Vice President, Customer ServicesDocumented and managed service level performance between the US Data Center and bank subsidiaries in Florida, Illinois, Arizona, Washington, DC, Maryland and the US Private Banking Businesses.Analyzed all technology service issues, implementing improvement projects, monitoring quality assurance and change management processes for each client. Improved client satisfaction levels with application, hardware and network systems performance.Manager, Central Help DeskManaged this 7x24 Help Desk team with 24 analysts supporting nearly 100 systems. Responsible for the resolution of 15,000 systems calls per month through internal resources and third party vendors in support of over 10,000 clients in the US.Operations Business Analyst and Project ManagerManaged the design, development and implementation processes for over 15 automation projects in the Branch Operations department.
    View

John (Jay) Burleigh Skills

Vendor Management Management Process Improvement Business Analysis Project Management Data Center Business Continuity Program Management Business Process Improvement Service Delivery Customer Service Change Management Strategy Outsourcing Team Building Call Centers Leadership Customer Satisfaction Sdlc It Strategy Human Resources Budgets Software Development Life Cycle People Development Contact Center Management Customer Support Finacial Management Continuous Improvement Problem Solving Technology Utilization Help Desk Executive Contact Center Technology Organizational Effectiveness

John (Jay) Burleigh Education Details

Frequently Asked Questions about John (Jay) Burleigh

What company does John (Jay) Burleigh work for?

John (Jay) Burleigh works for Verizon

What is John (Jay) Burleigh's role at the current company?

John (Jay) Burleigh's current role is Technology and Operations Leader.

What is John (Jay) Burleigh's email address?

John (Jay) Burleigh's email address is ja****@****zon.net

What is John (Jay) Burleigh's direct phone number?

John (Jay) Burleigh's direct phone number is +121277*****

What schools did John (Jay) Burleigh attend?

John (Jay) Burleigh attended New York University - Polytechnic School Of Engineering, La Salle University.

What are some of John (Jay) Burleigh's interests?

John (Jay) Burleigh has interest in Innovation, New Technology, Automation.

What skills is John (Jay) Burleigh known for?

John (Jay) Burleigh has skills like Vendor Management, Management, Process Improvement, Business Analysis, Project Management, Data Center, Business Continuity, Program Management, Business Process Improvement, Service Delivery, Customer Service, Change Management.

Who are John (Jay) Burleigh's colleagues?

John (Jay) Burleigh's colleagues are Jason Young, Avnish Tolwani, Matthew Brinegar, Vishnu Vinayak, Roderick Williams, Steve Petersen, Rick Goldschmidt.

Not the John (Jay) Burleigh you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.