Thomas Vigna

Experience

• 

  Assurant Solutions

  Jan 2004 - Oct 2010

  • Provide overall Leadership, planning, and strategic direction for multiple call centers domestically and off shore partner operations• Accountability for service delivery execution, including all contractual services, all operational activities and all project management deliverables.• Directing service and maintenance contract management, including the contract negotiations, reviews, approvals and administration • Design and implement call center partner performance through best practice benchmarking and strategic leveraging • Provide strategic direction and due diligence support and for new client and acquisition consolidation and implementation• Key Leadership directing, planning and executing operations for international development initiatives (China, Mexico, Europe, Philippines, and others)• Cooperation with global departments in the development of globally aligned processes, tools and guidelines, leverage established practices and provide local best practices for the global team to utilize.• Defining, developing, implementing and rolling out processes/tools and driving continuous improvement in line with market driven requirements and customer needs. Show less • Provide Leadership and strategic direction for multiple call center operations including quality assurance and workforce planning• Provide operational design for cost improvement initiatives resulting in over $5M in cost take out benefits including tools suite for troubleshooting and claims reductions while improving the customer experience.• Designed and implemented new site implementations and site consolidation efforts improving cost position and customer service • Executed and maintain contractual functional execution with call center vendor and maintained operational performance • Provide leadership for program management and technology advisement for operational performance and improvements• Key Leadership resource to provide guidance for international development initiatives (China, Mexico, Europe, Philippines. and others)• Implementation of near shore operational design, implementation, and ongoing execution providing client need solution and cost position improvements• Provide leadership engagement and development for call center leadership to develop organizational leadership depth Show less

  • Director Call Center Operations

    Jan 2008 - Oct 2010

  • Director - Operations

    Jan 2004 - Oct 2010
• 

  Verizon Connect

  Sept 2012 - Aug 2024

  Senior Manager - Vendor Manager Operations Support

  Led and directed the strategic planning, operational management, and performance optimization for multiple domestic and international call centers within the Verizon Connect vendor infrastructure.Directed call center implementation and support infrastructure for the successful launch of a new product, managing the process from initial planning to supporting over 1 million customers.Held responsibility for tracking and improving critical metrics, ensuring compliance with contractual KPIs, and leading operational and project management deliverables.Developed and implemented financial and contractual controls for contact center vendors, providing ongoing oversight to ensure compliance with financial targets and contractual commitments.Managed and provided strategic leadership during the transition and implementation of new contact centers into the Verizon environment, optimizing processes and ensuring effective integration.Provided strategic leadership and hands-on support for the ramp-down of end-of-life contact centers, ensuring a seamless transition and compliance with company standards.Worked cross-functionally to identify and address operational performance gaps, implementing strategies that enhanced customer experience and improved financial outcomes.Executed ownership of strategic planning, overseeing the design and implementation of both short-term and long-term cross-functional strategies.Led the Advanced Support Team in providing senior-level technical support to Tier 1 and external clients, ensuring effective troubleshooting and customer satisfaction.Established liaison support within various functional areas of Verizon and Verizon Connect, fostering collaboration and implementing best practices and new processes to optimize customer interactions.Collaborated in project management to successfully implement contact center technological architecture, driving innovation and improving operational workflows. Show less