Robert Dicecco
SVP, Analytics @Advisor Group
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WORK HISTORY
SVP, Analytics @Advisor Group
Joined Advisor Group to transform their data into meaningful information and bring effective insight to the Operations functions. Responsible for centralized services including Analytics, Training, Knowledge Management, Workforce Management and QA. • Starting from a largely blank slate, tapped into multiple operational systems including SFDC, home-grown ticket / workflow applications, ACD phone systems, and third-party solutions to build a comprehensive, integrated, and harmonized data repository housing detailed operational data • Forged relationships with internal partners and recruited an analytics team capable of quickly developing an understanding of business processes / outcomes, accessing & assessing operational systems, and creating meaningful insights & reporting from the data within • Engage with operational leaders to understand the individual functions, dissect performance parameters, and enhance operations performance measurement with automated and robust interactive reporting o Core ticket lifecycle management – SLA, cycle time, automation adoption, outlier / defect surfacing o Call center effectiveness – ASA, agent performance, call drivers, frequent callers o Agent productivity – activity monitoring, throughput, shrinkage, performance scorecards • Leverage analytics team to critically assess operational performance, identify improvement opportunities, and guide the team in the crafting and developing improved approaches • Manage operational / demand forecasting and develop approaches to improve schedule / resource delivery
EDUCATION
Georgia Institute of Technology
MBA, Finance, General
University of South Florida
BS, Marketing
SKILLS
ABOUT ROBERT DICECCO
Executive leader with a track record of combining data and a natural bias for action to…
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