Sylvester Criscone Email & Phone Number

Arrington, Tn, Us

Norwalk, Ct, Us

Norwalk, Ct, Us

Headquartered in Norwalk, CT, HomeServe USA's mission is to free our customers from the worry and inconvenience of home emergency repairs and has been doing that since 2003. I was recruited by the company to build and operate a world class contractor network that provides over 470,000 timely annual repairs that are completed correctly on the first attempt, provide the best customer service in the industry and who have access to the best technology to help them do their job easier and more efficiently. I have the distinct honor to lead an organization of over 160 highly engaged employees whose sole purpose is to provide the best possible customer experience. My responsibility is to make sure my team efficiently recruits the right contractors into our network, that our contractors are fully compliant to perform the work we send them, that their performance is managed closely with timely feedback, that cost approvals are managed efficiently and that we pay our contractors quickly and accurately.

Stamford, Ct, Us

Led the strategic planning and operational support of customer servicing and contact center operations, the Program Management Office responsible for managing all enterprise capex initiatives and all contact center/telecommunications infrastructure and carrier services. Key projects and activities included:Led a complex $60M+ multi-site customer service organization with 1400+ seats handling many different call types including customer service, retention, sales, insurance, and travel with multiple product versions and over 1,000 different product configurations for over 5,000 clients with 10+ million contacts annually (phone, email, online and emerging channels).Conducted due diligence and led customer servicing integration efforts during corporate mergers and acquisitions. Responsible for all new client on-boarding and subsequent internal and external client QBR’s and site audits.Managed all aspects of the priorities management function and the allocation of $46M in capital expenditures across the enterprise. Responsible for developing a new project prioritization methodology and implementing new financial controls to manage all annual capital spending which greatly improved the process for prioritizing projects, ensuring more accurate and timely forecasting and maximizing ROI. Led the successful implementation of the contact center and enterprise telecommunications convergence strategy which significantly enhanced business continuity and disaster recovery capabilities and provided $500k+ in annual savings by rationalizing licensing and reducing telecommunications network costs.

Stamford, Ct, Us

Led the strategic planning and operational support of the Strategic Sourcing, Vendor Management, Telecommunications and Business Continuity teams with direct responsibility for negotiating all key contracts and business initiatives, vendor management of all key support vendors, the management/support of all contact center/telecommunications infrastructure and the corporate business continuity strategy, planning and testing.Key projects and activities included:Led a team responsible for the procurement of all direct and indirect spend categories across the enterprise while consistently achieving $5M+ in annual savings. Key contract negotiations and RFP's included: Corporate purchasing card; print fulfillment; IT hardware, application software and consulting; telecom carrier services; credit card processing; office supplies; small package shipping; and corporate travel.Drove the development and implementation of business continuity and disaster recovery planning and testing across the enterprise which included developing strong relationships with senior management to gain buy-in on program objectives, identifying critical business systems, establishing appropriate communications systems/protocols, quarterly BCP/DR testing and driving program changes based on testing results.Led a cross functional vendor management team responsible for auditing key strategic vendors to effectively manage compliance and reduce business risk by auditing key business processes, KPI’s, information security practices and business continuity and disaster recovery readiness.

Stamford, Ct, Us

Responsible for managing a $4M annual budget for the support of all international/domestic contact center (2000+ seats)/telecommunications infrastructure and technology systems supporting the enterprise. Key projects and activities included:Negotiated numerous telecommunications carrier (voice/data/wireless) and vendor contracts which achieved $7M+ in annual savings. Developed a formal strategy for standardizing, flattening, and consolidating the contact center/telecommunications infrastructure supporting all corporate locations and outsourced contact centers. Managed the strategy and support of all telecommunications infrastructure deployed throughout the enterprise to include: Avaya PBX/CMS, IVR platforms from Cisco/Periphonics/Syntellect, Cisco Intelligent Contact Management (ICM), Cisco Conferencing, NICE/Verint Call Recording and Polycom Videoconferencing systems. Architected the business continuity and disaster recovery strategy for all domestic contact center locations and BPO’s and implemented a quarterly business continuity testing schedule to proactively simulate outages.

Northampton, Gb

Managed a $20M annual budget and a team of 12 employees responsible for the global implementation/support of the corporate email network, voice and video systems, contact center technology, and carrier services supporting the enterprise. Key Projects Included:Negotiated numerous carrier contract negotiations for voice, data, wireless and conferencing services resulting in $10M+ in annual cost savings.Participated as part of a cross functional team for the deployment of an advanced Speech Recognition and Text-to-Speech Interactive Voice Response (IVR) system to support order entry and customer service applications which provided $2.5M+ in annual savings.Managed a highly complex voice/data carrier migration between two of the largest carriers in the U.S. which provided $4M+ in annual savings. Led the development of a global IP telephony strategy for the enterprise.Managed a 25,000+ end user global Lotus Notes platform supporting email messaging and corporate/business unit applications.Directed the global implementation and support of 50+ group videoconferencing systems which provided $350K of annualized travel savings.

Us

Managed all telecommunications systems and the associated network connectivity of the Corporate Headquarters and 62 additional locations across the enterprise. Systems supported included: Avaya Definity G3, Rolm CBX II 8000, NEC NEAX 2400, Nortel Meridian, Lucent Partner/Merlin Key Systems, and Octel Voicemail.

Dublin 2, Ie

Responsible for Coding and testing batch functions using the Cobol and SQL programming languages while working as a Consultant for AT&T on the Sales Account Assignment and Results Tracking (SAART) System.

Arlington, Virginia, Us

Installed, programmed, and maintained secure telecommunications systemsAssisted with the installation and maintenance of outside plant cablingTop Secret Special Background Investigation Clearance

Bs, Telecommunications

Associate Of Arts And Sciences (A.A.S.), Telecommunications