Mark Pagliarini Email & Phone Number

I provide market insight, consulting, and transaction facilitation to investors and personal buyers and sellers of residential and commercial real estate.

Led the transformation of KCI's global corporate Telecom Expense Management (TEM) operations to a Business Process Outsource (BPO) operation. Led the transition of TEM operations to 3M upon their purchase of KCI.

Rhode Island

Leadership of Portfolio Management, Systems Management, Workforce Management, Metrics and Analysis, and union labor strategies for Verizon’s internal and BPO sales and support center operations.• Successfully managed a $30M+ annual operating budget and a portfolio of cross-organization projects.• Transitioned all BPO contact centers onto Verizon’s internal ACD platform driving improvements to call delivery, call forecasting, metrics and analysis, and the customer experience.• Led the management of call routing strategies and the global workforce management system (6K+ agentshandling 30M+ calls annually in a 24/7/365 operation).• Improved global call forecast accuracy to within 5% of actual volumes.

Greater Boston Area

Recruited to lead the design, implementation, and management of Verizon’s web-based and self-service customer support channels for high speed internet services. Managed outsourced contact center operations for mail and chat support channels.• Produced $25M+ in annual savings from web-based and voice portal-based customer support functionality, self-service tools, and online chat.• Led the design and construction of four customer support centers including an $8M, 350-seat facility.• Led a multi-organization taskforce that successfully improved customer satisfaction results from 38% to 65% for Verizon’s residential DSL installations.• Received the Verizon Excellence Award for leading the deployment of an innovative online technical support tool that produced cost-savings and increased customer satisfaction.

Greater Boston Area

Led a 23-person team ensuring high availability of seven mission-critical operations support systems.• Produced an 18% cost reduction through successful consolidation of multiple Systems Administration teams.• Created, staffed, and led the Information Technologies Program Office for project management and continuous improvement of operations support systems.

Greater Boston Area

Directed a team supporting process re-engineering initiatives including the development and implementation of process and system workflows.• Successfully managed multiple complex initiatives across multiple geographic locations.• Provided on-site and remote end-user support for large, complex workforce management systems.• Performed software design, development, and support for the financial tracking components of a large engineering support system.

Installation and maintenance of customer voice and data services, field technician support, project management

Bachelor'S Degree, Business Administration And Management, General, 3.8 Gpa

Certificate, Electronic Technology