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Maria Polgano

Maria Polgano

Followers of Maria Polgano346 followers
location of Maria PolganoWest Palm Beach, Florida, United States

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  • Timeline

  • About me

    IT Functional Analyst | Process Improvement | Quality Control

  • Education

    • Florida Atlantic University

      -
      Business Administration

  • Experience

    • Office Depot

      Oct 1993 - now

      -Liaison between business units and the IT Department -Obtains and documents business requirements and functional specifications-Performs most complex systems process analysis, design, and simulation across multiple platforms and/or cross-function in business areas. -Performs process improvement and re-engineering with an understanding of technical problems and solutions as they relate to the current and future business environment. -Demonstrates high level understanding of Office Depot’s business systems and industry requirements, and uses this knowledge to proactively identify opportunities and develop innovative solutions for complex processes in demanding business situations. -Demonstrates expert understanding of potential functional design issues by suggesting alternatives. -Assesses the organizational and customer implications of new functional designs to ensure consistency with the development strategy-Experienced with large retail order management systems Show less -Manages overall processes for specialty and inbound call center teams-Examines all parts of processes and systems and helps to improve organizational productivity-Provides direction to strategic partners and process Directors with emphasis on maintaining exceptional levels of domestic, virtual, and international service-Manages and transitions business processes and systems during the integration of new and acquired businesses-Implements Voice of the Customer and tracking metrics to identify causes of poor performance to ensure proper processes are in place-Develops and communicates customer service policy, procedure, system, and training documentation-Coordinates with cross-functional areas to ensure world class service Show less -Led a team of 22 customer service representatives in an inbound/outbound contact center-The team was responsible for all specialty processes in the call center including fax data entry, backorder fulfillment, credit card authorizations, and export orders. -Hired, trained, coached, and evaluated representatives-Developed and implemented customer service processes and systems-Maintained world-class quality standards-Coordinated with upper management to complete special projects and initiatives Show less

      • Senior IT Functional Analyst

        Apr 2016 - now

      • Quality and Process Control Manager

        Sept 2001 - now

      • Customer Service Manager

        Jun 1998 - Sept 2001

      • Customer Service Team Lead

        Oct 1993 - Jun 1998

  • Licenses & Certifications

    • 6 Sigma Green Belt Certified

      Aveta Business Institute
      Oct 2006

  • Honors & Awards

    • Awarded to Maria Polgano
      2025 Value Creation Recognition HCLTech Dec 2024 Streamlined order processing by eliminating an unnecessary manual check.Previously, larger orders were held for an additional manual check even though the bank authorized the sale, and this led to cancellations. With the implementation of advanced fraud detection software over the years, we found that the secondary check was no longer valuable and eliminated it. The projected annual sales savings for 2025 is $2.2 million—without any coding required.
    • Awarded to Maria Polgano
      2011 Global Innovation Winner for Optimal Order Fulfillment Office Depot, IT Department Jul 2011 If an item on an order was short-shipped, that item was cancelled and never delivered to the customer unless the customer called to complain. We implemented a system that automatically backorders the short-shipped merchandise and notifies the customer of the status of that item. Over 90% of customers accept the backorder, and this generated an additional $2.5 million in revenue in 2011.
    • Awarded to Maria Polgano
      2010 Global Innovation Nomination for Case Management Office Depot, Senior Director of IT Jun 2010 Oracle EBS Service Modules, known in Office Depot as Case Management, were implemented to track, resolve, automate and report on daily customer service requests. Prior to this implementation, Customer Service Issues were tracked and reported manually in email, and there was no ability to trace an issue once sumbitted. With Case Management anyone from a Customer Service Agent to an Account Manager has visibility to the request and its status, and it allows them to provide real time updates to… Show more Oracle EBS Service Modules, known in Office Depot as Case Management, were implemented to track, resolve, automate and report on daily customer service requests. Prior to this implementation, Customer Service Issues were tracked and reported manually in email, and there was no ability to trace an issue once sumbitted. With Case Management anyone from a Customer Service Agent to an Account Manager has visibility to the request and its status, and it allows them to provide real time updates to the customer as needed. The system will automatically escalate and route the issues to a required group. Case Management reporting provides accurate Performance and SLA Metrics in real time to the Senior Management for them to proactively recognize opportunities for productivity gains. Senior Management can also identify top customer issues that need to be resolved. Show less
    • Awarded to Maria Polgano
      2010 Global Innovation Nomination for Tech Depot Process Transition Office Depot, Director of Process Improvement and Quality Control Jun 2010 The Customer Service Process and Training Teams worked together to develop a comprehensive plan to support the Tech Depot process transition of all inbound calls and back office processes to Office Depot Customer Service. The goal was to reduce costs while maintaining the level of service customers were accustomed to receiving. In order to do this the team created formal system and process documentation where none had previously existed and listened to customer calls and analyzed the call… Show more The Customer Service Process and Training Teams worked together to develop a comprehensive plan to support the Tech Depot process transition of all inbound calls and back office processes to Office Depot Customer Service. The goal was to reduce costs while maintaining the level of service customers were accustomed to receiving. In order to do this the team created formal system and process documentation where none had previously existed and listened to customer calls and analyzed the call types to understand what needed to be documented and trained. The team also established a Voice of the Customer benchmark to properly understand where the quality measurement was. The team began with a benchmark of 4.28 for orders and 4.00 for service. The current results of show continuous improvement with a new measurement of 4.4 for orders and 4.3 for service.Our call center, through this process transition, allowed for the change in the business model for our Tech Depot brand which will ultimately add $10 million to the bottom line for fiscal 2010. Show less
    • Awarded to Maria Polgano
      2009 Global Innovation Winner for Alternate Sourcing Office Depot, Senior Director of IT Jun 2009 If an item that a customer was trying to order was out of stock at the customer's delivery location, the item would be put on backorder. Backorders could take up to 60 days to deliver.Our cross-fuctional team built a system/process that would "alternate source" the merchandise. Now if an item is out of stock at the base location but in stock in an alternate location, we deliver the merchandise from that alternate location. This change increased sales, improved customer satisfaction… Show more If an item that a customer was trying to order was out of stock at the customer's delivery location, the item would be put on backorder. Backorders could take up to 60 days to deliver.Our cross-fuctional team built a system/process that would "alternate source" the merchandise. Now if an item is out of stock at the base location but in stock in an alternate location, we deliver the merchandise from that alternate location. This change increased sales, improved customer satisfaction, reduced backorders, and improved margins due to less reliance on wholesaler goods. Show less
    • Awarded to Maria Polgano
      2003 Impact Player of the Year Office Depot, Vice President of Customer Service Dec 2003
    • Awarded to Maria Polgano
      Customer Service Quality Awards Office Depot, Customer Service Department Jun 2000 Team award two times in 2000 and one time in 2001

  • Volunteer Experience

    • Beach Conservation

      Issued by Sea Angels on Jan 2010
      Sea AngelsAssociated with Maria Polgano

    • Election Inspector

      Issued by FLORIDA SUPERVISORS OF ELECTIONS, INC on Nov 2020
      FLORIDA SUPERVISORS OF ELECTIONS, INCAssociated with Maria Polgano

    • Recycling and Waste Management

      Issued by Caps of Love on Oct 2013
      Caps of LoveAssociated with Maria Polgano