Jonathan Saturno

Experience

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  Convergys ARM - Encore RMI

  Nov 2010 - Sept 2014

  Dimension and Scope:Responsible for supporting, coaching and supervising a group of workforce and reports coordinators while controlling one or more client programs or lines of business. This includes strategic management of present and future performance based on historical trends.Primarily responsible for daily production of reports, special report inquiries and related distribution to fulfill contractual obligations to the client and to provide management with operational reports. Also provides consultation and assistance in building processes as well as developing reports improvement.Principal Duties and Responsibilities:Responsible for managing intraday Operational Workforce and Performance Reporting to meet or exceed contractual requirements. Ensure, in collaboration with Operations Managers, Program Manager and Schedulers, accurate and timely agent schedules. This is supporting both voice and chat operationsCollaborate with Program Manager, Schedulers and Operations by managing interval staffing allocations, agent productivity, performance exceptions and schedule adherence.Point of Contact for project implementation by ensuring that updates and issues are communicated real-time and provide results, observations and recommendations as necessary. This includes direct client interaction through phone or messaging applications.Communicate all processes and client changes to direct reports within specific timelines. Provide professional development of direct reports through day-to-day functional supervision of non-exempt work group, including work assignment, training, coachingand completing performance appraisals in accordance with the policies and requirements of the organization.Provide consultation to account management on reporting needs, trend analysis and report improvement opportunities. Communicate with Operations and Project Managers to understand reporting needs. Show less Dimension and Scope:Responsible in monitoring intraday Operational Performance of one or more programs and/or lines of business. This includes noting and identifying exceptions to performance, executing established exception procedures, system updates, and scheduling.Principal Roles and Responsibilities:Uses technology tools to monitor system events to identify performance exceptions requiring both intraday and agent scheduling attention.Work with floor lead to ensure accurate and timely schedules are available to the agents.Input intraday scheduling exceptions as required. Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in the queue.Execute system modifications and/or procedural modifications based on trigger events such as AHT, Volume and Attendance.Point of Contact for system administration for agents, floor management direction through face-to-face, phone or messaging applications and the command center. Show less

  • Supervisor, Workforce and Reports

    Jul 2012 - Sept 2014

  • Workforce Coordinator

    Nov 2010 - Jun 2012
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  Convergys

  Oct 2014 - Sept 2015

  Senior Compliance Associate

  Dimension and Scope:Responsible for coordination and execution of client driven and/or Business Unit audit activities. Supports and ensure that audit activities are carried out in an efficient and effective manner. This is supporting both voice and chat operations.Supports all activities sorrounding pre-audit assessments, planning, coordination and gathering of evidence required along with research of compliance issues and tracking of open issues which includes validation procedures for resolved issues.Principal Duties and Responsibilities:Conduct pre-audit assessments of compliance with contractual requirements and internal controls and review client contracts for right-to-audit opportunities or other internal control requirements.Support Compliance Manager on independent reviews of the company's internal control for service organization reporting standards and certifications (PCI, ISO, SSAE 16).Identify risk areas and coordinate with internal issue owners to ensure remediation deadlines are met and validate proper issue closure actions have bwwn completed.Provide oversight on Operational processes through audit processes and identify any gaps to be addressed and remediated. Show less

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  A.P. Moller - Maersk

  Oct 2015 - now

  Scope: Command Centre, Dialer and Project ManagementResponsible for implementation and management of APMM Technology enablers such as Get Paid application, LCM Dialler, Cisco UCCE MyPhone Telephony and Calabrio Call Recording in a Global Collections platform.Leads a team of Command Centre Senior Specialists across different geographies to maintain and ensure maximum workload penetration and completion on a daily basis.Responsible for project management with end-to-end planning and implementation of LCM Dialler on multiple sites accross the globe. Plan and work on different startegies depending on geographical differences in accounts recievable practices. Show less

  • Global Collections Command Centre & Accounts Receivable Manager

    Jul 2020 - now

  • Command Centre / Dialer Manager

    Oct 2015 - Jun 2020