Thomas Straccioni 3094 Spring Oak Ave. Palm Harbor, FL, USA

727-424-3346 tstraccioni@yahoo.com

 Summary

 Highly motivated professional with MBA in international management and an accomplished track record of exceeding company goals. Strong background auditing and researching contracts, including federal documents, for many clients. Highly accomplished in managing offshore accounts, as well as major global BPOs. Accomplished in ensuring service levels and employee adherence is met while working in a call center environment in a workfoce management capacity. Proven success leading projects and teams in various environments while serving as a liaison for my team throughout the organization. Trained and mentored new employees. 

Professional Experience

Convergys, Tampa, FL Aug. 2015 – PresentWorkforce Management-Intraday Supervisor

Responsible for managing intraday performance for multiple lines of business within a call center environment. Accountable for recognizing abnormal scheduling using netstaff reporting and escalating to scheduling team and

client when necessary. Ensure service level and required key performance indicators are achieved for multiple accounts. Monitor adherence levels using IEX and Avaya CMS database programs. Direct contact with clients ensuring staffing levels are met. Provide and format schedules for multiple lines of business. Create companywide reports displaying employee performance and adherence to schedules. Forecast headcount and production for over three hundred full time employees. Monitor call routing and allocation percentage for multiple lines of business.

Flux Design LLC, Bad Dürkheim, Germany Nov. 2014 – Dec. 2014International Sales and Marketing Graduate Internship

• Assisted in preparing product line to enter the United States and Canadian markets • Created companywide creative marketing materials to be implemented for all products• Prepared products for international export by meeting specific country government standards• Managed product inventory using EDI and SAP database software• Lead daily sales calls with clients from the United States, Canada, and European Union

Nationwide Title Clearing, Palm Harbor, FL Mar. 2010 – Dec. 2013External Data Entry Manager

• Manage day to day operations of three major global BPOs located throughout India• In daily contact with offshore vendors, providing assistance with all contracts and accounts, as well as clarifying

any and all questions• Lead daily conference calls with all offshore vendors to set production goals and analyze statistics • Regularly conduct business and report to top level executives of global BPOs • Manage a team of employees responsible for quality control, as well as transferring files with use of FTP servers

and monitoring the workload of all offshore vendors.• Ensured all service level agreement dates were met for all contracts completed by offshore vendors. • Expertly trained in creating and reading reports using the Oracle Discover Database

Nationwide Title Clearing, Palm Harbor, FL Dec. 2009 – Mar 2010

Data Entry Specialist• Serves as an Agent for a number of multi-billion dollar organizations, each with specific guidelines and unique

characteristics• Supervised and trained a team of employees on Chase Manhattan account• Audits sensitive original documents such as contracts, mortgages, deed of trusts, power of attorney, and client

prepared assignments• Consistently ranked in the top 1% of the company, exceeding daily quotas by 75%• Chosen to work on the iSynergy pilot program, which is being developed to streamline our processes, increasing

our output and cost efficiency• Fully cross trained as an online researcher, gathering data for incomplete contracts

EducationUniversity of South Florida, Tampa, FL August 2009

Bachelor of Arts in Political Science

Schiller International University, Heidelberg, Germany - December 2014

MBA-International Management