Thomas Lukasiewicz Email & Phone Number

Parsippany, New Jersey, United States

Parsippany, Nj

Lead the Workforce Management Planning team responsible for the forecasting, capacity planning, scheduling, and real time adherence monitoring and analysis for the Benefits, Technical Support, and Time and Labor service functions within ADP’s Major Accounts Division.

Greater New York City Area

A highly experienced professional with extensive call center and operations experience in the financial services industry. Success in implementing key initiatives that have increased efficiencies and enhanced client service levels. Proven ability to build cross-functional relationships and effectively collaborate with internal stakeholders, business partners, and external service providers.Accomplishments•Streamlined Banking IVR to improve client experience and reduce “fail” outs to call center.•Partnered with IT in project managing the upgrade of an Avaya ACD in two locations. Provided agents with improved features to better service customers. •Implemented offshoring and nearshoring initiatives to reduce costs and shift “repetitive” tasks to lower cost locations.•Performed a “deep dive” on Service Center key process controls (KPCs) and other risk indicators to identify gaps in the risk process. •Developed and modified contact center support models that led to greater efficiencies and cost savings.

East Hanover, Nj

Overall responsibility for the management of the contact center’s customer care and patient adherence teams. Responsible for contact center strategy and performance of key metrics and ensuring adherence to compliance of Novartis processes. Collaborated with Quality, Drug Safety, and POP on call center activities and risk mitigation.•Developed support models for new outbound adherence programs resulting in a 20% savings vs. previous providers.•Conducted a Service Level Performance Analysis of inbound call center and patient email resulting in several recommendations for improving service levels. Email completion time was reduced from 48 to 24 hours.•Created Monthly Dashboards for the outbound team which streamlined reporting of metrics and results provided to business partners.

Weehawken, Nj

Served as the operations risk liaison to UBS Wealth Management business partners. Worked closely with the operations management to ensure adherence to the Group Operations Risk Framework. •Performed a “deep dive” on Service Center key process controls (KPCs) and other risk indicators to identify gaps in the risk process. •Chaired the Operations Aged Break meeting attended by Senior Operations Managers.

Weehawken, New Jersey

Managed a team of 5 Project Analysts and 6 onshore Operations Associates along with responsibility for an offshore team consisting of 9 Associates. Responsible for supporting the UBS Banking Group’s strategic initiatives. Collaborated with business owners on writing business requirements, gathering scopes, facilitating user acceptance test plans and scripts, and validating production releases. Oversaw reconciliation and settlement processing for UBS Sweep funds and credit /debit card products. •Operations lead on UBS Deposit Sweep Strategy Project which included the expansion of the UBS Bank USA deposit program, created an insured UBS Business Bank deposit product, and introduced a non-insured secondary bank sweep option. Project increased deposits by more than $6 billion. •Managed the offshoring and nearshoring initiatives to reduce costs and shift “repetitive” tasks to lower cost resources resulting in the reallocation of 5 FTEs.

Weehawken, New Jersey

Served as the primary liaison between the operations, product, and service divisions to ensure a consistent level of service provided to all UBS clients. Ensured call center service models were in place to support all firm initiatives including staffing, training, scheduling of rollouts, feedback to business owners, etc.•Developed the Service Challenge program for capturing, tracking, and responding to employee service improvement suggestions. Over 1000 suggestions submitted during the first year of the program with more than 20% implemented.•Facilitated monthly business partner meetings to present call center results, accomplishments, and potential challenges.

Weehawken, New Jersey

Managed a team of 14 consisting of 2 Managers, 3 Project Mgrs. / Business Analysts, and a staff of 9 responsible for supporting a 275 seat call center. Served as call center liaison between call center management and IT counterparts. Responsible for the management of all Call Center Technology. •Partnered with IT in project managing the upgrade of the Avaya ACD in two locations and relocation of one center. Provided agents with improved features to better service customers. •Managed DRP planning efforts in conjunction with the UBS Business Continuity Group to ensure continued operation of call center during a crisis event.•Developed a “fair” WFM weekend staffing model and vacation scheduling plan.

Weehawken, Nj

•Overall responsibility for the management of the technical and application support function for both the home office (6,000 + users) and the branch network (400 + branches).•Role includes the management of 4 direct reports along with a staff 55 1st and 2nd level technical support representatives handling in excess of 1000 calls on a daily basis. Support includes Consultworks platform, Blackberry, Mobile, Voice, and all firm applications.•Partner with application and platform business owners to develop support models for new releases and enhancements.•Successfully implemented an offshore initiative in 2006 to route Microsoft support calls to the Philippines.

Weehawken, Nj

Responsible for a staff of 50 Series 7 registered representatives and the management team in support of UBS’ Employee Stock Option business. Set and monitored call center performance objectives.•Implemented an organizational and ACD call routing restructure which resulted in greater supervisor efficiencies, simplified management process, and improved service levels to key clients. •Performed Series 9/10 supervisory duties for CEFS call center.

Weehawken, Nj

Responsible for supporting the call center management team and staff in meeting their service level objectives, developed forecasts, generated and approved agent schedules. Acted in a project management role to implement various enhancements impacting the call center.•Created the original “Report Card” process to provide monthly evaluations and feedback to agents. Program was used as a guideline when implementing an automated software product, Performix, a year later. •Implemented idea to consolidate two service teams into one for greater efficiencies and cost savings. Project reduced available time among agents, slowed staff increases, and provided new learning opportunities without sacrificing quality.

Bachelor’S Degree, Double Major--Economics And Business

Activities and Societies: Phi Kappa Tau Fraternity, Captain Muhlenberg Baseball Team

Education record