Ken Tucci

About Ken Tucci

My entire career has been centered on defining, designing, empowering and delivering world-class customer experiences. And I love what I do.I’ve grown care teams and operations from 30 members to over 700. I’ve developed highly successful strategies for US-based and global teams and markets, and skillfully managed $45M+ annual budgets. I’ve minimized customer impact during major corporate acquisitions and positively redefined company care culture.I thrive on the challenge of continuous improvement while maintaining a “Best-In-Class” customer experience. I’ve defined critical metrics, isolated actionable KPIs, and introduced SOPs that have reduced operational costs by more than 75% while increasing customer satisfaction ratings.I continually strive to provide a positive and valuable experience for my team and my customers as well as drive better business results—EXPERTISE—Omni-Channel Care Approaches | Optimization of Large Service Teams | Workflow Definition & Enhancement | Establishment of Metrics & Benchmarks | Budgetary Responsibility of $45M+| Continuous Improvement Processes—STRENGTHS— Executing Complex Multi-Project Portfolios Fostering Accountability & Innovation Risk Mitigation Engaging & Enabling CS Teams Building Strong Productive Relationships Extracting & Leveraging Data Maintaining Consistency & Quality Maximum Utilization of Resources Cross-functional Collaboration

Experience

1. VP, Customer Support

   Interstate Waste Services, Inc.

   Jan 2020 — Present · Teaneck, NJ, US

   IWS is the largest privately held, vertically integrated provider of solid waste collection, transfer, recycling, and disposal services serving the greater New York City and New Jersey markets. Our Customer Support team is committed to simplifying and enhancing the customer experience through innovation, creativity, and teamwork.

Education

• Montclair State University

  Master of Business Administration (M.B.A.)

• Villanova School of Business

  Bachelor’s Degree, Business Administration and Management, Management Information Systems

Skills

• Mobile Devices
• Sem
• Business Process Improvement
• Strategy
• E-Commerce
• Customer Relationship Management (Crm)
• Analytics
• Web Analytics
• Call Center
• Digital Media
• Project Management
• Management
• Cross-Functional Team Leadership
• User Experience
• Vendor Management
• Customer Acquisition
• Strategic Partnerships
• Customer Experience
• Product Management
• Start-Ups
• Crm
• Digital Strategy
• Call Centers
• Process Improvement
• Digital Marketing