Jeff Barbieri

About Jeff Barbieri

Innovative, resourceful Contact Center specialist helping private and public companies improve their customer experience, reduce operational costs, and increase efficiency through technology, design, and operational improvements. Track record of success working in both national and global environments in multiple verticals, including healthcare, government, manufacturing, energy, technology, and telecommunications. Highly versatile with experience serving in a variety of roles including Program Manager, Project Manager, Senior Manager, Senior Architect, Technical Lead, Business Analyst, and Call Center Manager. Solid expertise in change management, including new technology implementations, business operation improvements, and department consolidation. Strengths include:• Highly analytical/data driven with “big picture” vision and the ability to work with executives, management, staff, business partners, and customers to convert complex requirements into actionable project plans.• Charismatic, persuasive team builder, skilled and motivating teams to deliver unparalleled customer service and attain major company objectives.• Consistently demonstrate practical yet imaginative approaches to service delivery, workflow management, and process improvement.

Experience

1. Senior Project Manager

   Bridgepointe Technologies

   Apr 2024 — Present · San Mateo, CA, US

   Led large Nice CCaaS CXOne platform implementation project for major home warranty company, as well as, oversaw partner program consulting engagement for large global financial technology company.• Built project plan and managed design, configuration, testing, and go-live of Nice CXOne ACD, Auto Attendant, DFO/Chat, QM, and Interaction Analytics, including integration to backend systems, such as Salesforce• Held weekly status meeting with client exec team, including the CTO and VP of Customer Service, to provide project status, seek project steering/decisions, address project issues• Led weekly project meetings with 30+ stakeholders and development staff to inform project status, follow-up on key tasks, and ID issues requiring assistance/resolution• Organized discovery calls with partner program stakeholders to conduct discovery sessions for understanding processes and supporting technologies• Contributed to development of final readout/project consulting findings

Education

• California Polytechnic State University-San Luis Obispo

  BS, Computer Science, English (Minor)