Peter Colarusso Email & Phone Number

Norwood

Plymouth,Ma

Promotes, recommends and sells the value of Comcast products based on a logical relationship to the customer's needs and interests.Resolves customer complaints/issues through active listening.

Waltham

Responsible for daily operations of client service support to active client base.Proactively manage technician scheduling for regular service jobs and allocate technicians to support trouble calls.Ensure technicians provide timely maintenance and trouble call support to meet client expectations.Support team handling incoming calls to accurately respond to client needs.Standardized processes, created metrics to support daily reporting to improve results and customer satisfaction.

Director Long Term Care Claim Adjudication and Support Services 2007 - 2010Directed all functions pertaining to daily operations for Service Center and Payment teams for Retail and Group LTC Claims teams consisting of six managers and sixty five staff.Lead design, testing, training and implementation of off shore phone center in Manilla, providing continued support and feedback to ensure acceptable quality and productivity for policyholders.Increased Call Center productivity by 30% during the first year.Initiated error reporting for operations team that advanced quality feedback and identified opportunities to improve quality and efficiency.Consistently chosen for corporate initiative teams for process improvements or implementation of technology.Operations Manager Life New Business 2005 - 2007Managed the Case Management team responsible for the relationships with Agencies and Underwriting.Facilitated high profile policies for agencies and ensured priority policies were issued without delay.Spearheaded the quality improvement initiative that resulted in reporting trends and identifying opportunities for improvement.Introduced several strategies for improved management of day to day workflows and field support.Challenged underperforming staff up to acceptable quality and productivity standards, successfully improving morale.

Responsible for the accurate client profiling, global tax rates and beneficiary files of State Street's clients investing in global markets.Initiated process improvement participation and development, which decreased defects by 50%.Managed the effective communication with sub-custodians in the local markets of investment, ensuring correct tax entitlement for the clients.Guide and assist staff in resolving tax database transaction processing issues or problems ensuring the effectiveness of the daily operation.

Coordinated internal efforts to meet IRS regulated guidelines in the reporting and mailing of 1099, 1042 and 5498 Tax forms to shareholders and transmitting to the IRS.Communicated and resolved client/system issues with support departments.Worked closely with Client Services, clients, operations and system groups in the effort to consistently exceed customer expectation.Managed the day-to-day operation of Tax Reporting group, reviewing defense reports and providing support to clients and internal departments.Managed the relationship of 75 clients and 10 direct reports.Instituted internal Tax Reporting procedures for department on Lotus Notes. This made it possible to effectively train new associates as well as improve the overall knowledge of existing team.

Coordinated internal efforts to meet IRS regulated guidelines in the reporting and mailing of 1099, 1042 and 5498 Tax forms to shareholders and transmitting to the IRS. Communicated and resolved client/system issues with support departments.Worked closely with Client Services, clients, operations and system groups in the effort to consistently exceed customer expectation.Managed the day-to-day operation of Tax Reporting group, reviewing defense reports and providing support to clients and internal departments.Managed the relationship of 75 clients and 10 direct reports.Instituted internal Tax Reporting procedures for department on Lotus Notes. This made it possible to effectively train new associates as well as improve the overall knowledge of existing team.

Established averages for incoming customer calls, isolating schedule needs, as well as avenues for improving our product.Facilitated weekly meetings to review call center issues, looking at trends and opportunities for improvement.Monitored calls for Quality customer service.Managed the day-to-day operation of call center work group.Developed daily and weekly productivity database to track employee productivity, quality, and schedules.Coordinated and monitored all areas of training and continuing professional development.

Re-engineered offsite lock box team of 45 associates in Accounts Receivable Department. This involved re-organizing schedules, researching all client needs, deadlines and delivery schedules then initiating department-wide meetings to improve communication.Organized department training program and developed training materials to document procedures in order to cross train department on 17 clients. This enabled department to consistently obtain client's transmission deadlines.Managed Mail Extraction and delivery as well as Account Receivable transaction processing departments.Performed workflow quality control and systems troubleshooting.Daily contact with clients and vendors on any outstanding issues.

Spearheaded re-organization of Mutual Fund department, improving efficiency and morale.Led meetings with support departments that included the day-to-day transaction processing operation, as well as internal Control department and Cash Management.Integrated support teams from other departments working closely on procedures, training and quality feedback.Organized start up processing for new 529 State Tuition Plans as they arouse. This include the hiring, procedures, training and communication for each State as needed, form 1998 to 2000 ten State Plans were started.Successfully implemented the startup of a stand alone second shift.Responsible for the conversion of several new work types.Coordinated and monitored all areas of training and continuing professional development.Maintained daily contact with other sites and shifts to resolve any outstanding issues.

Education record

Recording Workshop 1991 Completed Zenger Miller, Front line Management, Leadership Excellence - LEX program Legals / Tax Reporting that.

Education record