Randy Delucchi

Customer Care Leader

rdelucchi@gmail.com

Summary
15+ years experience successfully managing in-house and outsourced customer
service/QA/production people, programs and projects to specification, budget and schedule

Specialties
Assistant Vice President, Contact Centers, Senior Director, Customer Service, Customer Service
Director, Call Center Manager, Unit Manager, Telemarketing

Experience
Assistant Vice President, Contact Centers at Technology Credit Union
May 2005 - Present (2 years 9 months)
Assistant Vice President, Contact Centers: Direct in-house and outsourced customer service and
sales operations (phone and email) for the Member Contact Center and Lending Center (sales).
Member Contact Center named TCU Department of the Year for 2005.

Director at Coalition Against Unsolicited Commercial Email

1997 - 2006 (9 years)

Call Center Manager at Comcast

December 2003 - May 2005 (1 year 6 months)
Call Center Manager: Manage broadband video and internet customer service operations, including
billing, repair and sales.
2 recommendations available upon request

PR Manager at Starfish Software

April 2001 - February 2003 (1 year 11 months)
Manage in-house and outsourced PR initiatives for Starfish Software (managed mobility) and The
SyncML Initiative (open standards)
1 recommendation available upon request

Senior Director, Customer Service at BeVocal

April 2000 - April 2001 (1 year 1 month)
Senior Director, Customer Service: Direct customer service, 24x7 NOC and transcription
operations. Research, negotiate, and manage deployment of Kana CRM.

Customer Service Director at Hotmail

April 1997 - April 2000 (3 years 1 month)

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 Customer Service Director: Direct in-house (domestic) and outsourced (overseas) Hotmail
customer service (including techincal support and policy enforcement/abuse), 24x7 NOC and
anti-spam PR/operations
3 recommendations available upon request

Director of Production at CKS

June 1996 - December 1996 (7 months)
Direct production for multimedia advertising services provider
2 recommendations available upon request

Producer/QA Manager at Electronic Arts

December 1991 - May 1996 (4 years 6 months)
Manage in-house and outsourced videogame QA and production operations. Certified 120+ SKU's
with 6.0 QA FTE; earned corporate Best Team Player award, FY92.
3 recommendations available upon request

Unit Manager at First Deposit

April 1988 - December 1991 (3 years 9 months)
Unit Manager, Telemarketing: Manage teams of telemarketing and acquisitions consumer financial
products sales representatives.
1 recommendation available upon request

Education
California State University-Sacramento
BS, Business Administration, 1981 - 1983

College of San Mateo

AA, Business Administration, 1979 - 1981

Honors and Awards

Tech CU Department of the Year, 2005: Member Contact Center
Best Team Player, Electronic Arts, 1992

Interests
Hawaii, Italy, Digital Photography

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Randy Delucchi
Customer Care Leader
rdelucchi@gmail.com

12 people have recommended Randy

"Randy is a trusted leader who encourages open communication and intellect. He is quick to think
of solutions or alternatives to problems with multiple factors. Always upbeat, focused and ready to
support."
— Brett Welch, worked directly with Randy at Comcast

"I worked in Randy's department at Electronic Arts, he was the person who hired me. Very
fair-minded individual, cool under pressure, good mentor. It was definitely EA's loss when he left the
company."
— Mike Hensley, (Various), Electronic Arts, reported to Randy at Electronic Arts

"Randy was a terrific manager and the test team flourished under him. Randy was a strong
communcator and good at balancing the many demands on his teams time."
— Susan Manley, Project Manager, Electronic Arts, worked with Randy at Electronic Arts

"I worked closely with Randy at CKS. He is smart, hard working, competitive, and very focused on
delivering quality projects. Randy is a great team leader who is good natured and easy to work with.
He#s great!"
— Tom Zazueta, Director, Project Management, CKS, Inc., worked directly with Randy at CKS

"A dynamic and personable director at CKS, Randy#s communication was clear and professional. I
enjoyed working with him on several projects and would jump at the opportunity to do so again!"
— Elisabeth (Lisa) Wilson Sporleder, worked indirectly for Randy at CKS

"Randy was very effective in his job. He quickly proved his leadership skills and ability, by
motivation and communications with the teams. Sales, productivity, moral, and call quality
increased immediately and in a short time, exceeded the call center#s goals. Randy#s style of
management forces you to think on your own by use of self assessment and positive
reinforcement."
— Tim Cereghino, Call Center Supervisor, Comcast, reported to Randy at Comcast

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 "Randy and I worked together at Providian. He is a smart and hard working manager who is very
capable! He is extremely knowlegable about call centers and does a great job managing people."
— Tim Coltrell, Vice President, Providian, managed Randy indirectly at Providian

"Randy was instrumental in helping the Association for Interactive Media (AIM) and its membership
on various industry councils to advance several key proposals related to ethical interactive
marketing well ahead of their time. Many of those proposals have since become standard industry
guidelines."
— Yasha Harari, was with another company when working with Randy at Microsoft

"Great manager who knew his stuff. I was his direct report for three years and I learned a great deal
from him during my tenure at Hotmail."
— Brian King, reported to Randy at Microsoft

"I hired Randy at EA. He was a great manager and team leader."
— Jack Falk, managed Randy at Electronic Arts

"Randy was a key member of the anti-spam community during his tenure at Hotmail."
— sunil paul, was with another company when working with Randy at Microsoft

"Randy produced solid, consistent PR results at Starfish Software. His programs ensured that the
company had a consistent voice across all outreach efforts."
— Hilary (Richards) McCarthy, was a consultant or contractor to Randy at Motorola

Contact Randy on LinkedIn

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