Michael Rocchio Email & Phone Number

Remote

• Maintaining and building outstanding lines of communication with clients as well as internal teams including customer support, product development, engineering, IT, and quality assurance. • Managing, maintaining, and administering the preparation, configuration, loading, and testing of products for sale across eCommerce websites and point-of-sale systems • Managing projects for both new clients and continued development of existing clients; leading the technical, client and project activities in a prioritized and pro-active manner• Proactively managing high level, complex client service issues, researching and resolving issues quickly and efficiently• Contributing to overall accesso growth and profitability by working with clients to subscribe to additional service opportunities and support continued renewal contracts• Acting as client advocate, providing client feedback on changing needs, trends, expectations, and satisfaction• Providing overall account management, including billing oversight, contract addendums and tracking technical projects• Quoting and track all billable project work • Provide continued training support as clients leverage additional system functionality • Managing client support notifications, requests, and Service Desk tickets • Performing testing on new software releases. • Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers

Port Richey, Florida, United States

• Manage contact center environment of 100+ agents, 10+ staff members and multiple clients • Inspire, coach, counsel, mentor and monitor all contact center staff • Establish goals, strategy and action plans for all areas of contact center • Proactively identify, communicate and resolve areas of opportunity for all areas of contact center • Effectively maintain and manage agent and staff attrition • Proactively seek innovative solutions to achieve results and drive process improvement • Manage building maintenance and physical environment issues • Resolve Human Resource issues • Objectively evaluate all contact center performance daily, weekly, quarterly and annually • Manage contact center expenses • Complete staff development plans and formal evaluations; provide disciplinary action as needed • Oversee and direct all staff and agent recruiting, on-boarding, training, and development

Port Richey, Fl

• Manage contact center environment of 50+ agents, 5+ staff members and multiple clients • Train, develop and retain effective staff; provide disciplinary action as needed • Proactively identify, communicate and resolve areas of opportunity for assigned clients • Initiate consistent communication with Recruiting Manager to ensure staffing needs are met • Coordinate successful launch of all client initiatives • Meet daily/weekly with staff to communicate results against key performance indicators • Conduct weekly monitor sessions with staff to analyze and improve performance and quality • Conduct client monitoring and calibration sessions with account teams and clients • Create and individual development plans and conduct formal evaluations for direct reports • Analyzing staffing needs and provide support with recruiting, retention and training plans • Assist other contact centers in launch and training new programs • Plan and execute launch of 100% virtual contact center

Port Richey

• Train, develop and motivate team of 20+ agents to exceed set performance goals • Assist Team leaders create and implement daily/weekly agent development plans • Utilize reports to ensure efficiency, schedule adherence and performance budgets are met • Utilize monitoring systems to effectively evaluate and impact performance • Conduct coaching sessions to provide agent feedback and disciplinary action as needed • Inspire team of agents through effective leadership, relationship building and recognition

Port Richey, Florida, United States

• Train, develop and motivate team of 10+ agents to exceed set performance goals • Create and implement performance based promotions to reward agents and increase productivity • Ensure team is meeting quality expectations using both passive and active monitoring techniques • Analyze data to identify trends in performance, efficiency and quality • Develop weekly/daily action plans for agents and set goals to ensure program objectives are met

Port Richey, Florida, United States

• Execute call strategy to maximize sales opportunities and exceed set performance goals • Adhere to all state and federal regulations regarding telemarketing services • Create a superior customer experience with active listening and professional communication • Assist team leaders with training agents in 1st and 2nd week of employment

Bachelor'S Degree, Hospitality Management

Activities and Societies: Phi Delta Theta Alumni

High School Diploma, General Studies

Activities and Societies: Track and Field MVP Men's Sprint 2003, National Honor Society, Summa Cum Laude