Tom Scarcella Email & Phone Number

Provide business operations support throughout U.S., Canada, and Mexico with various hardware, software, application and IT security related issues. Track security changes for SOX compliance.

Conduct WFM/Payroll audits. Ensure employee attendance was correctly documented in our payroll system. Ensure and enforce the highest levels of workforce adherence on a daily basis for call center employees. Developed reports to track employee "loss time" and tied dollar amounts to losses in employee productivity. Administer overtime and vacation scheduling for the entire call center utilizing union and management guidelines.

Ensure matured leases were properly liquidated. Approved pick up of impounded vehicles. Place customer accounts into exceptions status due to: litigation, banruptcy or insurance claims. Coach, train, and mentor all members on the team.

Coach and mentor adjusters on the team. Ensure adjusters met their monthly goals set forth by management. Train adjusters how to prevent further delinquency on past due accounts, work out acceptable payment arrangements, use adjustment tools to keep struggling customers back on track and keep accounts from going over 60 days past due.

Coach and mentor adjusters on the team. Ensure adjusters met their monthly goals set forth by management. Train adjusters how to prevent further delinquency on past due accounts, work out acceptable payment arrangements, use adjustment tools to keep struggling customers back on track and keep accounts from going over 30 days past due.

Take inbound customer service calls and assist with finding solutions to customer issues/questions.

Assist with the inbound line, quote early lease term and payoff amounts to dealers and customers. Assist customers with end of lease problems/questions. Track vehicles from customer, to dealership, to auction. Handle and help close early lease terminations for Detroit, New York and Syracuse Zones.

Work accounts 31-60 days past due, responsible for 75% cure rate for 45 days past due accounts, and 95% cure rate for 60 days past due accounts. Facilitate reposessions, and redemptions. Handle customer service issues as they arrise. Fill in for Supervisor when needed. Mentor new employees to team.

Work outbound and inbound calls. Work out acceptable payment arrangements, use adjustment tools to help struggling customers get back on track, and keep accounts from going over 30 days past due. Fill in for Supervisor when needed. Mentor new employees to team.

Researched and developed marketing surveys, press releases and corporate profiles for various companies. Primary focus was on the field of IT.

--Account Manager/Supervisor, --Attendant

Bachelors, Business Administration

Bachelor Of Science, Business Administration, Concentration In Marketing