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PIA CIVILETTI

Parkville, MD 21234 Email: pciviletti@mindspring.com Cell Phone: (443) 567-2501

SUMMARY
An experienced professional with over 18 years of client relationship management, business solutions strategy and design, consulting, project facilitation, service delivery and support, and business/technical requirements analysis. An enthusiastic, results oriented, problem-solving matrix leader with a strong passion for implementing high-impact processes and solutions for operational effectiveness and customer satisfaction. Selected strengths: self-motivated/managed, persistent, customer-focused, resourceful, team-player, analytical, facilitation, coaching, technical, verbal and written aptitude. Related skills include: Diverse Industry Experience, Performance Analysis, Business Development, Cross-Line of Business / Matrix Accountability Management, Service Level Agreements, Vendor Contracts, Technology Assessment/Implementation, Knowledge Management, Process Design/ITIL, Operational/Budget Cost Reductions, Change/Incident Management, Organizational Strategy, Staff Utilization/Analysis, Reengineering, Consolidations, Operational Transitions, Training/Development, Productivity Technology Proficiency and RFP Development and Design

ACHIEVEMENTS
Facilitated line of business integration with organizational, technical and operational business processes to become one of the best performing line of business in areas of change and asset management. Provided return on investment analysis for insurance and investment organization. Calculated the current and future costs for technical support center consolidation and developed criteria to compare operational functions. Provided customer with a solution that saved $500,000 a year in support costs. Created an action plan for consolidating technical support services for three major manufacturing organizations. Awarded $1.0 million dollars in consulting and training business. Performed the project manager role for the consolidation. Conducted a knowledge management proof of concept engagement for a large automobile manufacturer that proved a monthly savings of $227,000, decreased call duration by 178 seconds, increased first call closure by 13% and decreased call escalation by 13%. Developed and implemented a technical solution for a manufacturing organization to track customer and technology operations. Performed a technical and process assessment on the current application, evaluated costs, and provided a recommendation to purchase a new customer service and change management system. Saved the company over $200,000. Provided a consistent best practice contact management workflow in Vantive (CRM tool) for an information and health care management products and services organization. Evaluated 26 support centers and determined best workflow. Resulted in decreased logging time and increased information accuracy.

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EXPERIENCE
JP Morgan Chase CCB Wilmington, DE January 2007 to Present VP, Service Delivery Manager Act as a liaison and relationship manager for three lines of business. Work on various projects related to technology implementation, corporate application and process integration and customer on boarding. Serve as owner of end to end service delivery model and service delivery improvements. Participate as a representative for my lines of business at requirements gathering and project scoping meetings. Manage business and technology impact of changes and projects to my LOBs. On-boarded LOB on to technology and process platforms including change, incident, asset, and financial management. Perform security liaison duties for system access, controls and third party audit requirements. Remove barriers that imped the progress of people, process and technology. Developed an international strategy for onboarding joint ventures. Educate customers on process, systems and policies. Coordinate training for the technical operations department. VP, Technical Operations Manager | Client Support Managed 13 technical professionals in areas of file delivery, change management, outage management, incident management, training and process development. Interacted with various internal LOBs and external vendors to facilitate resolution to issues and to develop new processes. Provided oversight of daily operations for the Production Support team. Supported file delivery requests through a work management program/process. Managed operations to budget based on obligations to clients. Developed a knowledge management process for technical and process documentation including workflow using document management system. Performed quarterly performance reviews for each employee. Acted as a security liaison for the department which included system access and controls, controlled self-assessments, action plans for risk remediation and technical/process audits.

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Ciber, Inc. (System integration consultancy serving the private and government sector) Denver, CO Jan 2005 to Jan 2007 Site Manager | Client Relationship Manager, World Bank Group Washington, DC Perform on-site management duties for the World Bank Group Global Support Center (GSC), responsible for 26 Ciber employees. Manage the hiring process. Conduct performance reviews and work with Ciber employees on training and career plans. Create recognition and morale increasing programs. Act as expert for the GSC and provide technical, staffing and process advice to the World Bank help desk management. Promote and assist World Bank Group management in implementing help desk best practices. Assist in managing the day-to-day activities and performance of the GSC professionals. Work with GSC management to bring in new tools that will increase productivity and increase the ability to manage operations. Involved with the marketing team to promote the GSC to the customer base. Facilitate open house events for the customers. Ensure contract compliance and operational performance to meet service levels. Work with Ciber management to ensure contract continuation and financial viability. Zavata, Inc. (Formerly STI Knowledge, Inc. Provides Enterprise Support and Healthcare, Financial and Government Business Process Outsourcing, Consulting and Certification) Atlanta, GA 1997-2004 Solutions Director Managed projects and performed operational and strategic assessments, best practice process and technology implementations, consolidations, reengineering and outsource transitions for organizations in various industries including, government, retail, manufacturing, technology, pharmaceutical and financial. Serviced clients in the areas of support strategy, ROI analysis, process development, action plan development/implementation, service/operating level agreements, performance management and measurement, knowledge/change/incident management, quality assurance, facility design, ITIL, surveys and service marketing, training program development, telephony (ACD, CTI, IVR), root cause analysis and financial management and reporting. Directed a dispersed team of consultants (technical and process) with responsibility for resource assignment, project delivery, cost containment, performance reviews and consultant development plans. Support the sales team with new business development, account management, contract/proposal development and up selling to existing government and Fortune 1000 clients. Involved in writing the STI Knowledge 500 Best Practices guide as an industry tool. Served as an industry expert for the business development team as well as being the catalyst for bringing on new projects and upselling with current clients. Consulted and implemented HEAT, Remedy, Magic, Peregrine, Altiris, Tivoli, McAfee ServiceDesk and Vantive/Siebel (CRM) customer management systems and most ACD technologies.

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ProSoft Consultants, Inc. (Provided Outsourced Customer Support) Woodstock, GA 1996-1997 Technical Support Manager Responsible for managing the day-to-day support functions. Supported major real estate organization on various Windows platforms, ACT! and proprietary real estate database. Performed technical and use testing for proprietary software and database utility. DePaul and Associates, Inc. (Provided Skilled Technical and Process Professionals to area Organizations for Contract Positions) Pittsburgh, PA 1995-1996 Help Desk Administrator (Contracted to Integra Financial Bank through Alltel Information Services, Inc.) Managed a 2500 user-base support operation including coordination of telephone, email and desk side issues and requests. Provided first and second level problem resolution in DOS, Windows, Microsoft Office Professional, Lotus, Q&A, WordPerfect, Banyan, and mainframe functions. Created Microsoft Access databases for clients. PSG, Inc. (Provided Technical Software Training and Outsourced Support Services) Pittsburgh, PA 1994-1995 Help Desk Support/Software Trainer Supported Novell, Windows, Microsoft Office Professional and proprietary software applications along with desktop, laptop, server and printer hardware for Westinghouse Environmental, seven satellite offices and a mobile sales force. Generated operational reports, managed software and hardware inventory and processed purchase orders. Managed dispatch process and vendor relationships. Conducted technical software training (PC and Macintosh) in DOS, Windows, Word, Excel, PowerPoint, Access, Lotus 123, WordPerfect, Visio, CorelDraw, Rumba, and Saber Menu for large corporate accounts. Developed technical training manuals and class exercises and provided post-training support. The Contact Group, Inc. (Provided Leadership, Negotiations and Team Building Training and Development Services) Pittsburgh, PA 1992-1994 Marketing Coordinator/Production Assistant Assisted in developing a strategic marketing plan for increased product visibility for a learning and development organization. Aided in writing, designing and editing promotional materials. Performed MyersBriggs testing and processing. Managed the production of training materials. Used CorelDraw and Microsoft Office Professional.

EDUCATION
Bachelor of Science in Marketing, 1991 Pennsylvania State University State College, Pennsylvania Layout and Production Art, Associate Degree, 1996 Art Institute of Pittsburgh Pittsburgh, Pennsylvania

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CERTIFICATIONS/COURSES
Accountability Others Track, Partners in Leadership 2013 Certified Resonator, BraveHeart Women 2013 Certified Personal Trainer, NCCPT 2013 Strategic Thinking, Harvard ManageMentor 2012 Unleashing Your Intelligence through Emotional Intelligence 2011 ITIL Foundations Certification, Version 3 2011 SharePoint 2010 Overview and Site Permissioning in SharePoint 2010 2011 Managing Content in SharePoint 2010 and Managing Records in SharePoint 2010 2011 Third Party Oversight Security 2010 Emotional Intelligence Certification 2010 Certified Health Coach, Institute of Integrated Nutrition 2010 Anthony Robbins Mastery University Certificate 2009 Introduction to Emotional Intelligence 2009 Bottom Line Leadership, High Tech, High Touch, Leading Virtual Teams 2008 ADA and Reasonable Accommodations Manager Training 2007 ITIL Apollo 13 Simulation, The Bob Pike Group 2006 Creative Training Techniques for Technical Trainers, The Bob Pike Group 2006 Diversity - What Employees Should Know, NetG 2005 BS1799 (Security) Course 2005 ITIL Foundations Certification CCN, Inc., 2004 Center of Excellence Certified Call Center Auditor Purdue University, 2004 Certified Help Desk Director STI Knowledge, Inc., 2003 Certified Call Center Manager STI Knowledge, Inc., 2003 Certified Call Center Professional STI Knowledge, Inc., 2003 Certified Knowledge Management STI Knowledge, Inc., 2003 eSupport Certification STI Knowledge, Inc., 2003 Certified Field Support Technician STI Knowledge, Inc., 2003 Certified Help Desk Manager Help Desk 2000, 2000 Certified Help Desk Professional Help Desk 2000, 1998 Marketing Adult Education, Graduate Credits Pennsylvania State University, 1995 Self-Correcting Teams The Contact Group, Inc., 1994 Leadership for Professionals The Contact Group, Inc., 1993 Continuum Negotiating The Contact Group, Inc., 1994

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