J.T. Altieri Email & Phone Number

Plano, Tx

Manager of Innovation and Automation - Business Product Owner over Toyota Financial Services CCaaS platform, NICE CXOne, as well as Salesforce Marketing Cloud for Customer Communications.

Plano, Texas

Cloud Contact Center Implementation of NICE inContact’s CXOne Platform to 2800+ agents. Spar Information Services

Dallas, Texas

Responsible for Global Customer Care call center technology across 10+ global contact centers and multiple BPOs, employing 1,600+ representatives. Key player in a complete contact center transformation of IVR/ACD from a single-tenet hosted Genesys platform to a multi-tenant cloud deployment of NICE inContact. Worked through large-scale RFP and contract negotiations, as well as network and telephony design and implementation. Aided in the conversion of 800+ toll frees from legacy TDM circuits to a full SIP solution.

Lewisville, Tx

Leader in Command Center environment supporting multiple sites both domestic and abroad in excess of 1,200+ seats. Held responsibility over various elements of Call Center technology, including inbound IVR, outbound dialer, call routing and general telephony. Increased customer authentication rates by over 23% on IVR through targeted project implementation as well as increases in excess of 12% to self service, both reducing additional unnecessary agent interaction. Other areas of responsibility included Vendor Management, Reporting and Analytics, Compliance, Staff Development, CRM, CTI, Incident Management, Employee Relations, Strategy Implementation and Process Documentation.

Lewisville, Tx

Command Center leader tasked with building out structure for a growing mortgage servicing company. Centralized dialer operations and brought all strategy and implementation into the group. Developed a tiered structure within the group, to increase morale and show growth opportunities for team members. Created a reporting group, specific to call center reporting to increase visibility into effectiveness of strategy and campaigns. Rolled out proprietary methods of Best Time to Call, and recognized immediate returns of 25% increases in outbound contact rate.

Dallas, Tx

Responsible for team of dialer professionals, supporting default dialer operations for entire organization. Monitored daily dialer activity through the use of reconciliation and interval reporting. Ensured no gaps existed in dialing on delinquent mortgages as well as achieving 100% penetration and in excess of 200%+ coverage on selected populations of accounts. Created and maintained daily dialer strategy to ensure that investor guidelines were met and/or exceeded. Also had responsibility over default call routing and IVR releases. Accountable for meeting target deadlines for implementation of call center intiatives.

Dallas, Tx

Engaged in creating solutions based call routing utilizing risk classification and technology. This routing allowed for leveraging staff across multiple sites both domestic and abroad. Assisted in scheduling workforce across 9 different servicing locations. Produced and distributed daily/weekly/monthly reports in accordance with distribution calendar and rating agency requests. Monitored real-time adherence and productivity and worked with management to correct any negative trends observed.

Dallas, Tx

Spoke with customers in all delinquency phases, to obtain payment or assist in various workout solutions based on financials. Designed custom solutions to help customers retain ownership of their homes or in the event of prolonged hardship, a graceful way to exit the property. Managed a large portfolio of homes damaged through natural disasters, most notably Hurricanes Katrina, Rita and Wilma; worked with the homeowners through the Loss Draft process to ensure that they were able to get back on their feet with repaired homes and no negative impact to their credit situations.

College Station, Tx

Oversaw over 400 student drivers on multiple daily shifts to ensure compliance with rules, regulations and daily operational goals. Coordinated and supervised the Game Day Shuttle routes, taking place during each Texas A&M home football game, consisting of approximately 35 buses and 40 staff members. Acted as a liaison between student drivers, trainers and dispatchers to communicate with upper management about concerns related to routes, maintenance and policies. Assisted operations manager in route design and timing as well as passenger count studies, conducted to ensure that proper routes were in place for the safe transport of students from all over Bryan/College Station to main campus.