Joseph Grotto

Experience

• 

  Verizon

  Nov 2005 - now

  *Supervisor of 16 Union Associates in the Syracuse Operations Control Center. Responsible for handling inbound "Where's My Tech" calls and Due Date Expedite/Dispatch chats. Also assist on Field Tech calls for closing of jobs and finding new work. *Drove absence results in positive direction by following the Absence Control Plan, improved absence results from 77.57% to 88.42% in under a year.*Provide outstanding customer service on customer escalations. Take over calls from irate customers and deliver on promises/commitments made. Follow-up to ensure customer satisfaction.*Responsible for the region's ACD service level requirements. Track and monitor Daily, Monthly and YTD results. Identify and implement process improvements in order to exceed service level objectives.*Led a cross-functional team on a project to help clear orders to be ready for dispatch for the morning load. Ran daily call with the groups to ensure orders were being cared for in a timely manner.*Trained team on new work of handling Field Tech calls for order/repair closeout assistance and finding them new work when needed.*Planned, organized, supervised and implemented dispatch procedures in accordance with Quality Assurance methods, new processes, and organizational strategies.*Building Emergency Preparedness Coordinator - Conduct all the all safety and quality measures. Ensure all requirements are adhered to from beginning to end.*Conduct daily, weekly and monthly observations and provide coaching/feedback/training to further develop associates in order to drive performance and customer satisfaction. Show less Coach and provide feedback to Union Associates. Develop associates to exceed objectives. Meet order commitment times. Distribute work among subordinates. Supported the performance and development of 20 Network Technicians, which resulted in all associates meeting or exceeding objectives• Successfully managed the department budget by cross-training associates in all work functions, reducing overtime by 84%.• Continuously made department more efficient by working with the IT department to increase order fallout automation, resulting in a 15% year over year fallout reduction.• Developed center processes for having orders ready for dispatch by 6am each day, resulting in a 65% improvement from the previous year.• Ranked 2nd in team productivity among 23 Supervisors in the North East Region in 2015 (158.88% YTD Attainment).• Improved office attendance rate by 10% by introducing an employee engagement team into the department, resulting in improved office moral. Show less Maintain and monitor service levels by a balance of call routing and administering associate open/close times as appropriate. Monitor associate activities such as Call Handling Time, After Call Work and Adherence to Schedule.• Successfully monitored the NY Regulatory Queue to ensure we met the requirements set forth by the Public Service Commission, which resulted in the office exceeding the service level requirements of 80%.• Trained management employees on the use of the Avaya IPACD and created automated scripts to allow them to monitor their own teams for trends such as Chat Time and Call Work Time.• Compiled a “Lost Productivity” report on a daily and month-to-date basis which focused on areas of opportunity to increase associate production, resulting in an 11% increase in the productivity.• Member - FiOS Call Rate Tactical Analysis Team - Reviewed trouble tickets & conducted call observations in an effort to determine why inbound call has been increasing. Show less Handle incoming customer calls and provide excellent customer service. Assist customers with all aspects of service including: technical support, installation questions and order status.• Received Super STAR Certificate of Appreciation on July 19, 2006 for being a “talented, focused, hard-working addition to the CSA Group since the day he arrived on the floor.”• Video Coach: Educated and assisted other CSA’s with video calls. Worked with Staff Support on a video platform migration and was sent to other offices to assist with their migrations.• Acting Manager: handled and resolved customer escalations in a timely manner. Spoke with irate customers when they requested a manager and used all available resources to resolve their issue to their satisfaction. Show less

  • Supervisor - Service Fulfillment Center

    Apr 2019 - now

  • Supervisor - Operations Control Center

    Jan 2016 - Apr 2019

  • Supervisor - Service Fulfillment Center

    Nov 2012 - Dec 2015

  • Analyst - Resource Management Group

    Mar 2007 - Nov 2012

  • Customer Support Analyst

    Nov 2005 - Mar 2007