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Lorraine Barrucco
Senior Call Center Operations Manager @PSEG Long Island LLC
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WORK HISTORY
Senior Call Center Operations Manager @PSEG Long Island LLC
Melville, NY, US
Manage 200 customer facing bargaining unit and management personnel, across Long Island to achieve target performance metrics associated with the Operations Service Agreement (OSA), Business Scorecard and JD Power.Lead the development and execution of employee engagement actions/plans. Maintain collaborative relationships with Union leadership and effectively administer the collective bargaining agreement.Lead/implement cross departmental process improvement efforts as well as identifying process efficient improvements within the Call Center.Work collaboratively with Training organization to ensure delivery of high quality training. Ensure workforce is readied to execute job functions in a customer sensitive manner, ensuring a positive customer experience.
EDUCATION
State University of New York at Old Westbury
Bachelor's degree, Business, Management, Marketing, and Related Support Services
Molloy University
Master of Business Administration - MBA, Business Administration and Management, General
ABOUT LORRAINE BARRUCCO
At PSEG Long Island, our team\'s dedication to customer satisfaction is always at the forefront. In my role as Operations Manager, I lead initiatives to achieve and exceed performance metrics, guided by the principles of the Operations Service Agreement and Business Scorecard. Managing both bargaining unit and management personnel, my focus is on fostering employee engagement and enhancing our call center\'s efficiency.Through collaborative relationships and effective union leadership, we maintain high-quality training programs that prepare our workforce to deliver exceptional service. My leadership in cross-departmental process improvement and my tenure as Supervisor of Customer Technology has honed my expertise in social media strategies and digital analytics—vital tools in our mission to engage and inform our customer base of over 239K followers.
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