Robert De Angelo Email & Phone Number

Deerfield, Illinois, United States

Lincolnshire, Illinois, United States

Held dual roles in Technology and Records Management. Developed and met strategic plans for application development and technology services while using technology to expand services and drive efficiency across the operation. • Managed the initiative to select new document scanning equipment to increase throughput and reduce staffing needs by approximately 20% in the document imaging area.• Completed an analysis of outsourced work, implemented process and staffing changes which reduced expenses by $1.8mm or 90%.• Supported negotiations with key outsourcers; then successfully drove the effort to fully integrate our businesses.• Maintained and enforced records retention schedule to meet client requirements and legal guidelines, while managing relationships and negotiating vendor contracts.• Established a consistent, documented process for major system testing and upgrades to ensure minimal service disruption and reduced downtime and service penalties.• Managed a national team of Records specialists, to ensure all client and legally required documents were properly stored, managed and destroyed in a timely manner.• Successfully collaborated with Crisis Management and Business Continuity teams to build global IT plans for providing firm-wide technology support during a variety of emergency and disaster situations, resulting in enhanced client services and safe and efficient work environment. • Managed a team of application developers, providing fast, efficient web solutions, which support multiple business functions including workflow, billing, metrics and quality. • Responsible for on-boarding new client work including defining business requirements, establishing SLAs, determining staffing and equipment needs, and establishing workflows.

Managed a two-site call center operation focused on technical support for multiple clients. • Responsible for establishing new services, building cross-location processes and metrics, establishing hiring plans and designing a comprehensive employee development program.• Established an end-to-end Quality Assurance program, including call monitoring, workflow ticket auditing, side-by-side feedback and coaching, training, and an automated quality survey program to ensure our efforts were impacting our customers in a quantifiable way.• Implemented a Team Lead Development Program, allowing Help Desk Representatives to gain experience directing people, designing metrics, and communicating with clients. This provided a clear career path, allowing colleagues to increase skills and further their careers.

Lincolnshire, Illinois, United States

Managed all aspects of planning and training, for multiple clients within the Call Center operation for the industry leading benefits consulting firm.• Built and maintained short and long-term hiring and training plans, planning to accommodate new services requested by clients and interfacing with all technology groups for both application development and support purposes.• Provided leadership, support and long-range planning for multi-site customer care centers with locations both domestically and abroad. • Ensured budget objectives and performance goals were met, provided strategic planning options to support client relationships.• Was responsible for more than 20 client teams in a multi-service and multi-location call center operation, including offshore locations.

Lincolnshire, Il

Designed and established the suite of workflow tools for Change Management and Minor and Major Problem Management processes.• Established productive working relationships across all parts of IT, designed a metrics and tracking system, and established and managed a continuous improvement process which leveraged the workflow and metrics processes.• Was responsible for successfully integrating all IT processes (minor and major incidents, change management and ticketing systems) through two acquisitions.• Successfully managed the OS upgrade of over 40,000 desktops/laptops, reducing related help desk calls by 65%.• Designed and successfully implemented a new IT Change Management process, including all application and infrastructure areas to provide continuous global service improvement. • Recognized for excellence in performance and extensive experience designing and maintaining internal processes and as a result established as the Hewitt Associates’ Subject Matter Expert (SME) for Change, Incident, Problem and Service Request Management processes.• Designed and implemented a comprehensive, IT Change Management training program, which reduced training costs by over 70%.

Lincolnshire, Illinois, United States

Planned and coordinated all aspects of projects, presented status updates to leadership, ran regular planning and status calls, assisted team members with resource needs and ensured all milestones were achieved on-time.• Effectively managed internal and external partners to upgrade multiple power sources across multiple locations. Upgrades successfully reduced downtime due to power outages, thereby enhancing customer service, client delivery, and reliability.• Completed requirements definition and managed the integration of the IT processes for three acquired companies, which resulted in a standardized methodology for process transfers.

Mba, Financial Management

Bs, Information Management