Joe Vilardo

About Joe Vilardo

Summary:Dynamic leader with years of experience in technology, sales, and service operations. Demonstrated success supporting multi-million-dollar revenue growth and optimizing business processes. Creative problem-solver, committed to continual process improvements that leverage technology and human capital to maximize profitability. Track record for building high-performing teams in operations, sales, service, and technology. Select Accomplishments:• Key contributor in building a $107M+ industry pioneering startup. • Operations leader for Top 50 ranked - Fastest Growing Businesses (Entrepreneur.com) • Propelled revenue to $75M, while maintaining ~197% transactional growth rate YOY.• Innovated new workflow process resulting in sales conversion jump from 15% to 80%.• Optimized contract processing times from 25 days to less than 5 days. • Improved NPS scores from +13 to +44 over five months.• Reduced boarding times for new customers by 244%. Special Skills:• Vision: Inspire others to the possibilities of change and focused determination.• Execution: Built successful start-up and implemented three new call center operations.• Innovation: Foundation for major process improvement accomplishments.• Leadership: Inspire teams of 3 to 300+ people to succeed.Career Driver:Inspire teams to be audacious in their pursuit of excellence by challenging previous assumptions, and producing results with creative solutions. Stand by the KISS principle.Specialties: Operations Strategy, Customer Experience, Inside Sales, Call Center, Strategic Alliances, Process Improvement, Startup, Turnaround, Change Management, Analysis, Problem Solving Contact: v••••••@comcast.net

Experience

1. Director Contact Center Services

   SCIENTIFIC GAMES

   Oct 2012 — Present · Alpharetta, GA, US

Education

• University of Maryland University College

  BS, Technology and Management

  1998

• Georgia Institute of Technology

  MBA, Management of Technology

  2009 — 2010

Skills

• Process Optimization
• Technology Management
• Customer Satisfaction
• Quality Assurance
• Strategy
• E-Commerce
• Strategic Thinking
• Data Analysis
• Six Sigma
• Supplier Negotiation
• Internal/External Consulting
• Process Improvement
• Business Process
• Change Management
• Call Center
• Telecom Expense Management
• Strategic Partnerships
• Help Desk Management
• Sales
• Business Coaching
• Telecommunications Management
• Vendor Management
• Business Development
• Call Centers
• Continous Improvement
• Performance Turnaround
• Problem Solving
• Restructuring
• Business Planning
• Operations Management
• Sales Operations
• Customer Experience
• Start-Ups
• Business Process Improvement
• Tqm
• P&L Management
• Corporate Turnaround
• Project Management
• Root Cause Analysis
• Leadership