John Tucci Email and Phone Number
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Dynamic and driven leader with a proven track record of motivating teams and coaching leaders to exceed business objectives and Key Performance Indicators (KPI’s) while providing a world class customer service experience. Recognized as a critical team member with expertise in behavioral change, data analysis and performance evaluation to provide effective alternatives that significantly improve employee productivity and customer satisfaction. Exceptional communicator with key strengths in relationship development, coaching/training and project management. Adept at identifying needs and improving existing processes and procedures. Influential member of leadership team whose efforts have resulted in numerous J.D. Power Awards, #1 Performance Ratings and Best Performing Center Awards. Engaging management style includes emphasis on personal accountability, goal setting, KPIs and leveraging real time analysis to facilitate a proactive response. Leadership skills that add value to business and produce results:Employee Development - Coaching/Training/Mentoring - Customer Service Strategy - Project Management - Call Routing and Traffic - Command Center Management - Client Relations - Conflict Resolution - KPI Management - Data Analysis - Quality - Behavioral Change - Strategic Planning
Optimum
View- Website:
- optimum.no
- Employees:
- 7867
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Director Of Operations Customer ExperienceOptimumBellmore, Ny, Us
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Director Of Operations Customer ExperienceAltice Usa May 2022 - PresentQueens, New York, Us -
Call Center Operations ManagerCharter Communications Jan 2018 - May 2022Stamford, Connecticut, Us -
Command Center Manager (Workforce Manager)Altice Usa Nov 2016 - Dec 2017Queens, New York, UsMy role as Command Center Manager includes overseeing the efficient daily operations of the team responsible for managing call routing processes and traffic strategy for approximately 2,500 Customer Service Representatives across the call center network- both internal centers and BPO Partners. • Plan and coordinate staffing requirements and forecasts • Test and implement new technologies as they become available (ACD, IVR, Dialer, CTI and Web applications) • Achieve maximum utilization of staff and facilities across Call Center enterprise to ensure that all performance standards are exceeded • Communicate and collaborate closely with management team and provide real time updates to ensure all significant issues are appropriately escalated and resolved • Selected by executive team to lead highly visible and critical Skills Based Routing Project, inclusive of continuous staffing needs, post requirements, adjustments, calendars and capacity models
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Call Center Manager / Interim Call Center DirectorCablevision Mar 2008 - Nov 2016Bethpage, New York, UsI had the honor of being selected by the executive team to be the Interim Call Center Director based upon my comprehensive industry knowledge and performance results as a top ranked Call Center Manager for eight years • Developed trusted advisor relationships with team; coached, motivated and shared best practices to achieve aggressive team metrics and goals • Provided superior customer service and satisfaction in quickly handling escalations, resolving complex technical issues and diffusing inflammatory situations• Built and nurtured excellent interdepartmental relationships, ensuring timely resolution of issues, customer satisfaction and overall success of the business• Thoroughly inspected staff compliance with policies and procedures and service quality via use of Net Promoter Score (NPS) surveys and data and Verint Audiology for call monitoring; introduce soft skills enhancement where needed• Analyze trends for KPI’s and apply acumen to correct and change behavior. Review reports and manage frontline staffing including action plans, corrective actions (CA’s) and annual appraisals -
Technical Training ManagerCablevision Jan 2007 - Feb 2008Bethpage, New York, Us• Supervised staff off 24 direct reports in two locations (NY, CT)• Develop and implement engaging training program for techs, supervisors and managers• Mentor 20 – 120 techs in training and assess each individual in weekly one-on-on coaching sessions• Create and implement creative and innovative training tactics and modules such as computer based, virtual training and reference materials
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Workforce SupervisorCablevision May 2006 - Jan 2007Bethpage, New York, Us• Administer all efforts inclusive of attendance inappropriate behavior and corrective actions • Manage timesheet collection, accuracy and approval for staff of 1000+
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Administrative SupervisorCablevision Sep 2002 - Jun 2006Bethpage, New York, Us• Ensure Cablevision policies, values, and procedures are being adhered to in tracking techs usage of sick, personal, and vacation time• Preparation and administering of all attendance, inappropriate behavior corrective actions• Served as corporate point of contact for all temporary agencies and involved in the interviewing process and termination of assignments.
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Lead TechnicianCablevision Apr 2001 - Aug 2002Bethpage, New York, Us- Technically assist 200+ technicians in resolving technical problems with customers.- Teach regular classes for all employees dealing with new protocols, procedures and techniques.
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Second Levele Network SupportCablevision Jun 1999 - Mar 2001Bethpage, New York, Us- Customer support for PC’S and Macintosh computers for 300,000+ customers
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Research TechnicianWinthrop-University Hospital Jun 1994 - Sep 1998Mineola, Ny, Us
John Tucci Skills
John Tucci Education Details
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The Chubb InstituteDiploma In Network Engineering And Data Communications -
York College Of PennsylvaniaBiology
Frequently Asked Questions about John Tucci
What company does John Tucci work for?
John Tucci works for Optimum
What is John Tucci's role at the current company?
John Tucci's current role is Director Of Operations Customer Experience.
What is John Tucci's email address?
John Tucci's email address is th****@****ine.net
What is John Tucci's direct phone number?
John Tucci's direct phone number is +151680*****
What schools did John Tucci attend?
John Tucci attended The Chubb Institute, York College Of Pennsylvania.
What skills is John Tucci known for?
John Tucci has skills like Call Centers, Call Center, Broadband, Customer Satisfaction, Team Leadership, Customer Service, Contact Centers, Avaya, Call Center Development, Team Building, Account Management, Bmc Remedy.
Who are John Tucci's colleagues?
John Tucci's colleagues are Christopher Mercado, Ian Geant, Jehiel Montrose, Tricia Chazin Kupst, Nile Howard, Don Hull, Marion Macedo.
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