1. GEORGE FITZGERALD
4 MAPLE AVE, IPSWICH MA, 01938 / 978 356 6560
GEFITZGERALD@VERIZON.NET
I am a highly successful leader of teams operationalizing corporate goals and client
expectations, while meeting financial obligations. As a call center leader I inspire a
“Can-do” attitude by the example that I set. I bring an enthusiastic approach focused on
making things happen to achieve results.
I’ve built employee commitment to excellence earned by respecting each individual. I
have also had a strong focus on project management and process improvement. I am
particularly interested in contributing to an organization north of Boston. My key
competencies include:
Relationship Management
Operations Management
Call Center Management
Performance Management
Cross functional Project Management
Process Improvement
Team Development and Succession Planning
Change Management
Vendor Management – Includes, Process, Quality, Staffing, Billing, Complaints
Communicates effectively
Agero Inc., Medford, MA Aug 2015 – Current
Interim Vice President Service Delivery
Agero, Inc., is a leading provider of roadside assistance and vehicle and driver safety for over 40
years. In 2015 Agero will exceed $600M in revenue. In August I assumed responsibility for all
call center operations. I am responsible for over 2,500 associates in 7 locations. We service over
20M inbound and 20.5M outbound calls each year, while delivering 10M dispatched emergency
Roadside services. My early wins include:
 Immediate recovery of consistent service level delivery for over 100 clients.
 Organizing a suite of operational key initiatives to deliver improved levels of
operational efficiencies and consumer satisfaction.
 Driving a culture of transparency and open communication across the entire enterprise.
Agero Inc., Medford, MA Jun 2012 – Aug 2015
Regional Director Service Delivery
I was responsible for all process improvement initiatives in the call centers in addition to
managing the Medford site. My responsibilities included operational support for all corporate
initiatives and new client deployments. I represent operations for all corporate communications,
initiatives, and deliverables. In this role I also shared the responsibility of all call center
performance of scorecard key performance indicators.

2.  Identified a process gap in our Virtual Credit Card recovery process. We deployed a closed
loop collection process that is dropping 1M in additional profit to the bottom line every
year.
 Led a corporate initiative to grow call handling capacity by over 30% and build an
emergency capacity plan to meet the demand spike of any vortex type weather event.
 Managed the opening of a new call center in Clarksville, TN. Clarksville is now our largest
site at 500+ FTE. Clarksville supports a variety of clients with consistent KPIperformance.
 Led a Road Service vs. Tow initiative that resulted in an annual reduction in claim expense
of over $4M while improving customer satisfaction and reducing Actual Time of Arrival.
 Managed the Medford Call Center.
Agero Inc., Medford, MA Oct 2008 – Jun 2012
Director of Service Delivery
I managed various call center operations as a Director of Service Delivery for Agero. Identified,
developed and deployed process improvement opportunities. I also represented call center
operations for all home office initiatives.
 Developed and deployed VIN Point. Vin Point is an automated process that identifies the
location of disabled callers by pinpointing their cell phones. This process has reduced AHT
by 35 seconds, raised top box CSI by 150 basis points, lowered bottom box CSI, and
reduced Gone on Arrivals by 4%.
 Managed a Retention Call Center after Agero purchased a telematics company. I improved
year over year sales and save performance resulting in a $752,000 revenue increase.
 Eliminated over 250,000 calls by automating the connection of disabled customers and
dispatched service providers.
 Completed a total reorganization of our Network Claims processing teams. We added call
center type disciplines and performance scorecards. We also deployed a self-service web
application for service providers to get payment adjustments. We increased approved
adjustments by 30% and reduced adjustment amounts by 26%. These changes resulted in
satisfied business partners at a net savings to Agero.
 Managed the Medford Contact Center
 Manager the ATX Retention Center
Agero Inc., Medford, MA Sep 1999 – Oct 2008
Manager, Service Delivery Operations
I joined Agero in 1999 as a Manager of all Consumer Affairs Teams. In the early 2000’s I assumed
management of the Medford Call Center which reached a peak of 400 FTE. I started to manage
efficiency initiatives as the Medford Call Center ramped down.
 Built and deployed a full IVR solution for new service request. The handling time
reduction due to this automation resulted in annual savings of $595,000.
 Built and deployed IVRs for customer callbacks, service provider callbacks and missed
ETA calls. These automation tools increased the percent of calls resulting in a dispatch
from 57.4% to 60.8. The annual savings is $933,000.
 Deployed automation tools that enhanced customer – service provider communication
and eliminated 1.1M in contact center operational cost. ( Closed loop # and SP Connect)

3.  Managed an initiative to identify and bill sub categories of Gone on Arrivals into their
proper buckets resulting in an additional 3M in billable claims.
 Managed the Medford Call Center
 Managed the Claims Processing Center
 Managed the Telematics Center
 Managed Customer Care and Damaged Vehicles
 Managed Consumer Affairs
Boston Communications Group Woburn, MA Jan 1999 – Sept 1999
Call Center Manager
I managed 300FTE providing Customer Service to Wireless Telecom Clients
Sears Roebuck and Co MD, DE, PA, IL, MA 1973 – 1998
Various leadership roles in Credit Card Support
 Recovery Center Director – Post write off recovery, Outsourced collections, Probate
collections, legal processing, Bankruptcy recovery. 250 FTE
 Credit Field Representative – Project Management, Field Audits, Training
 Credit Collection Manager
 Customer Service Manager
 Credit Sales Manager
EDUCATION
University of Maryland, College Park
Bachelor of Science Political Science