Chris Migliaccio

About Chris Migliaccio

10 years of Financial Operations experience including Payroll, Annuity, and Life Insurance-15+ years of leading Operational Transformation efforts using LEAN resulting in hundreds of process improvements-20+ years of successful customer and vendor management in a BPO model -20+ years of application leadership experience with HRMS including Oracle, PeopleSoft, Ceridian, and HR Access-Extensive project management and implementation knowledge bridging the gap between business and technical project teams-Proven ability to operationally stabilize and optimize processes to achieve objectives

Experience

1. Vice President - Global Customer Support

   EBSCO Information Services

   Feb 2015 — Present · Ipswich, MA, US

   Leader of global technical support team comprised of 100+ professionals and 10 managers located in 14 countries Responsible for day to day service delivery to EBSCO\'s global customer base supporting a broad range of digital products Oversee the time sensitive handling of thousands of support cases including the triage, prioritization and escalation of software defects, platform migrations, and proactive customer outreachBuild relationships and define support processes with multiple strategic partners to ensure a seamless customer experience between EBSCO and strategic partners Lead a continuous process improvement model resulting in the deployment of hundreds of process and technical improvements to the customer experience

Education

• Fitchburg State University

  BS, Communications Media

Skills

• Visio
• Financial Services
• Crm
• Operations Management
• Payroll
• Strategic Planning
• Program Management
• Business Analysis
• Vendor Management
• 401k
• Management
• Employee Benefits
• Bpo
• Human Resources
• Hris
• Account Management
• Change Management
• Outsourcing
• Business Process Improvement
• Customer Service
• Project Management
• Talent Management
• Process Improvement
• Leadership
• Sdlc