CHIEF OPER8TR
Ferdie Piano
Accomplished, highly creative, energetic, operations and results-oriented operations and training professional with over 18 years experience creating and leading customer centric organizations that align operation, quality, and learning strategies with corporate objectives. Prior experience includes working with International and US Domestic small, large and start-up companies in a variety of industries. Designed, developed, and delivered customer service, sales, operations and technical programs that improved human performance to drive the customer experience.
Specialties:
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Operations
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Quality
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Training
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Performance Management
MANAGING PARTNER
Dan Bemis
Senior executive with extensive experience in both consumer and B to B industries (Technology, Telecom, Internet. Cable, Energy, Healthcare, Financial Services, & Business Process Outsourcing)
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15 years experience in General Manager roles exceeding P&L objectives.
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Track record of successfully launching new services and business development * Deep experience in driving Sales and customer service
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Part of team to win two consecutive J D POWER AWARDs for CUSTOMER SATISFACTION, and achieved highest independent ratings for customer satisfaction at three separate companies
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Received Avaya Innovation Award & CRN magazine Fast Growth 100 Award
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Skilled at reengineering processes to improve customer loyalty and increase sales
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Significant background in implementing Net Promoter Scores & technology to improve customer care
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Consistent track record of exceeding objectives with proven ability to bring cross functional teams together * Recognized for excellent leadership and interpersonal skills as well as strong strategic planning abilities
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Excels at business analysis and change management * Results-oriented * International and BPO outsourcing experience.
Head of Client Success
Douglas Saks
Highly skilled Client Success Professional and Proven Call Center / Program Manager in Business Process Outsourcing (BPO) industries in the United States and SE Asia. Established track record of successfully leading, growing and managing programs in multi-location call centers to deliver and execute corporate strategies, initiatives and deliver financial synergies. With more than 19 years of experience, both in Operations and as a client, he is adept in Customer Journey Mapping for CX and UX improvement, Performance Management, Strategy Development, Process Improvement, Vendor Management and an advocate of Value Creation and Design Thinking. Exposed to Marketing and Advertising as a founder of two agencies where and served as Chief Accounts Officer and General Manager. All of these have contributed to a well-rounded skill set in business operations management and entrepreneurship.
Skills
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Outsourcing and Vendor Management
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Customer and User Experience mapping
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Certified Starburst Value Creator facilitator
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Design Thinking
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Business and Data Analysis
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Customer Satisfaction
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Business development and investor relations
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Talent Management
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People Management
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Agile and Scrum framework
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Six Sigma
Accomplishments
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Circle of excellence awardee for top manager and number 1 center
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Service Hero awardee
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Consistently managed top centers worldwide
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Saved a program/account from shutting down
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Designed the RFP process of one of the largest local banks
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Designed multiply Customer Journey maps for different industries
Recruitment Consultant
Zen leads a team of recruitment oper8trs. Her team is accountable for recruitment of for all of Oper8trs internal and external staff.
Specialties/Accomplishments
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Achieved CSAT scores to become #1 in the enterprise
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Project managed to launch of several new lines of business that drove overall recruitment process
Zen Abergas
