1. GINO PALLUCONI (585) 645-8858
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4 Persimmon Drive, Penfield, NY 14526 gpalluconi@rochester.rr.com
PROFESSIONAL PROFILE
Dedicated and result driven manager with a proven track record of improving business process efficiencies to reduce order
delivery and support intervals, while increasing client satisfaction. People oriented manager with focus on developing
highly efficient teams that manage heavy workloads in a fast-paced environment, while maintaining high quality
standards.
• Extensive experience managing teams in service implementation and client support.
• Collaborated on six corporate mergers that integrated departmental functions, system
assessments and design, business process improvements, and corporate values. The
consolidation of operational sites, systems, and workforce resulted in the reduction of
costs and improved corporate synergies.
• Strong analytical and problem solving skills with the ability to recognize and
implement process improvements.
HIGHLIGHTS OF ACCOMPLISHMENTS
ManagementLeadership
• Remotely managed diverse team of 23 managers and technicians that reduced order intervals by 50%. Results
achieved through handoff reductions, automation of steps, and serial process implementation.
• Developed business case, hired, and implemented customer care team and exceeded best in class goals for
average handle time (AHT <12:00 mins), average speed of answer (ASA <1:30 mins), abandonment rate
(ABD <5%), and efficiency rating (EFF >95%).
• Created client survey, using Survey Monkey software, to track client feedback on training program. Received
average score of 4.8 out of 5.0 from clients on trainer's performance and training materials.
• Established, communicated, and tracked yearly team and individual goals that supported corporate goals.
Built monthly scorecards and performed monthly reviews to ensure targets were met and developed
performance improvement plans as needed. Teams consistently met or exceeded objectives.
• Cross-trained team members on different job functions to improve efficient use of personnel.
• Created Universal Agent concept to support reduced workforce. Reduced handoffs, improved intervals by
25%, and improved client satisfaction.
• Consolidated email and network abuse teams to improve mean time to repair interval by 20%.
• Selected as member of process improvement team that helped reduce overall client order intervals from 180
days to 45 days and increased client base by 25% due to implementation of those process and system
enhancements.
Process Improvements
• Created new order provisioning plans to streamline processes and reduce order intervals by 40%.
• Improved processes, forms, and client questionnaire to reduce design interval by 60%, which improved
overall order interval and client satisfaction.
• Developed online WebEx training registration tool that reduced handoffs and allowed clients to self-register
for training programs.
• Developed computer based training modules to allow clients an alternative means for training options.
• Improved repair ticket handling processes for carrier clients that helped grow revenue by 30%.
• Created chronic repair team that worked with internal teams and vendors to reduce repeat issues by 10%.
System Enhancements
2. • Created WIKI based tool to track client training volumes, courses taken, and attendance details to report on
training team performance.
Gino Palluconi * 585 645 8858 * gpalluconi@rochester.rr.com Page 2
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• Improved client web portal to provide ability to "chat live" with a care agent and added order forms to reduce
client handoffs. Improved client order efficiencies by 20%.
• Created WIKI based tracking tool to track post installation client change requests. Developed reporting to
track volumes, performance, and defects.
• Implemented over 50 Remedy system enhancements to improve repair ticket processing.
Professional Experience
EarthLink Business Rochester, New York
Senior Manager – Hosted Support Team 3/2014 - 2/2015
Created and oversaw the day-to-day operations and direction of the Hosted Support teams. Improved business processes, reduced
order intervals, and increased client satisfaction.
Senior Manager – HostedNEC System Design & Training 8/2012 – 3/2014
Directed the day-to-day operations and performance of the System Design and Training teams.
Director – Technical Support 8/2011 – 8/2012
Directed the day-to-day operations and performance of the Technical Support Tier III, Carrier, and Enterprise Client repair teams.
Director – Repair Organization 5/2010 – 8/2011
Directed the daily operations of our repair centers located in Rochester, NY, Burlington, MA, and Marlboro, MA.
Division Manager – Strategic ProjectsProcess 11/2008 – 5/2010
Oversaw the strategic plan for systems, training, and process updates in support of the Repair Operations teams.
District Manager – Repair Operations 10/2006 – 11/2008
Developed and implemented integration strategy to support Repair Operations for the new combined company OneCommunications.
Sr. Manager – Voice Repair 11/2004 – 10/2006
Managed the daily operations and direction of the Voice Repair call center and technicians for ChoiceOne Communications.
AT&T Local Network Services Rochester, New York
District Manager 9/1996 - 11/2004
Accountable for the overall strategic development of the provisioning center, including hiring, training, creating goals and objectives,
and performance monitoring. I managed a team of 56 multi-tiered professionals. Responsible for on time delivery and project
management of high-profile projects. Center recognized for surpassing SLA goals and exemplary capacity delivery for
WorldNet.
EDUCATION
Bachelor of Arts, Communication Studies, SUNY College at Oswego, Oswego, NY
PROFESSIONAL DEVELOPMENT
Six Sigma Greenbelt, Kaizen, DISC Training, Delegation Techniques, Security in the Workplace, Performance Objectives, Sexual
Harassment and Diversity Training, Business Writing, Conflict Resolution, OSI model, MPLS, Hosted VOIP (Meta Switch)
AWARDS & RECOGNITION
• EarthLink Super Star Award nominated by team for outstanding support of corporate values
• OneCommunication “Expect More from One” awards for demonstrating behaviors that support the corporate values
• Spirit of Service Award – providing contributions to AT&T revenue growth, customer satisfaction, and leadership.
• AT&T Project Management Excellence Award – attainment of significant and sustained business results.