Tony Luciani Email & Phone Number

Miami, Florida, United States

Miami-Fort Lauderdale Area

Develop and oversee the approach and execution of strategic plans in the following key areas. - NPS - Agent Efficiency- Product Fluency in partnership with Comcast University- Quality of interaction across Technical Operations and Customer Care- Communications

Wilmington, Delaware

Accountable for the performance of eight supplier relationships (national and international), and Contact Centers in Maine and Ohio, servicing Customer Care front and back office processes, merchant disputes, ACH and paper payment processing, balance transfers, NPS surveys, mail correspondence and IBTM. Highlights of Accomplishments include:Improved NPS by over 40% within 18-month timeframe. Built a culture of collaboration between Barclays and vendor, creating incentive plans for Disputes, Settlement, Escalation and Customer care teams across the network of sites. (Manila, Philippines/Staff 1400/$20M spend)Reduced annual spend by 35% for in-bound telemarketing center. Focused on Efficiency gains through enhanced reporting, training, recognition, contract negotiation and accountability. (Manila, Philippines & Streator, Illinois/Staff 200/$4.8M spend)Reduced annual spend by 30% for business card servicing center. Again, focusing on efficiency gains through enhanced reporting, training, recognition, contract negotiation and accountability. (Columbus, Georgia/Staff 185/$2.5M spend)

Newark, De

Led Customer Care Specialty operational processes and performance for Customer Escalations, Merchant Disputes and Dispute by Phone Departments. Accountable for Settlement business groups including Rewards, Documentation Fulfillment, Dispute Support, Payment Process & Reconciliation, and all monetary processes (including association settlement, payment processing, balance transfer processing and convenience check processing). Managed vendor operations for two check and payment processing vendors. Implemented multiple automation features to improve accuracy and overall productivity while reducing risk. Accomplishments include, but not limited to: Led initiatives to improve customer experience through agent empowerment, process improvements and efficient utilization of available resources.Consistently maintained single digit attrition rates compared to network average of over 40%.Reduced processing time average by 50% through automation enhancements, incentive plan changes and changes to the case assignment process.

Newark, De

Led Call Center and Back Office processes in Wilmington, DE, Henderson, NV and Manila, Philippines.Responsible for offshore Quality Monitoring Vendor relationship; contractual obligations, KPI performance and expense control. Created and led Escalation teams in Henderson Nevada and Newark (total staff over 400). Delaware. Created and implemented new incentive plans for all of Customer Care Operations, Settlement, Merchant Disputes and Chargebacks concentrating on key business metrics to drive performance. Collaborated with Training department to develop initial training and continuous learning programs to improve customer service, sales, and customer retention skills. Led process design and reengineering efforts to improve service call flows, procedures, policies, and back office operations. Collaborated with all business areas to reduce customer complaints and improve service levels, ensure timely complaint resolution, and improve the overall customer experience for all Sales and Service, network-wide.

Wilmington, Delaware

Quickly promoted from Team Manager to Operations Manager. Responsible for Agent coaching, process improvements and delivery of key performance indicators for seven teams of frontline Customer Service Representatives (85 agents). Successfully launched a Dispute-by-Phone queue (30 agents) to enhance the customer experience and improve operational efficiencies. Created and implemented scorecards and incentive plans for newly launched Dispute-By-Phone business. Continuous updated workflow design to improve the customer experience, improve efficiencies, maintain regulatory compliance, and reduce risk. Successfully managed over 100 temporary Agents to assist in the handling of applications during major partner acquisitions. Created and executed contests designed to motivate individuals and teams to raise performance levels in key performance metrics. Consistently ranked in the top 10% of my peer group for overall team performance. Provided training, support, feedback, and quality reviews to ensure superior customer service and efficiencies for team of call center and chat Agents, attaining sales, efficiencies, and quality goals.