Tom Rocca

About Tom Rocca

Tom Rocca is a \"CX EX Influencer\", specializing in Franchise support, Customer Service Contact Centers, and overall Employee retention (EX) through motivational rewards and recognition. Being always strategic, as a \"hands-on\" customer experience executive (CXO), focusing on a multi-channel approach to support all aspects of customer service and franchise support, including restructure (CRO) leadership. His major focus is on creative consumer support through top reward methodologies & technology in the improvement of the customer journey, experience and enhanced leadership. Tom is a Certified Professional Business Coach (CPBC) with the Professional Business Coach Alliance (PBCA).Tom focuses on an enterprise consumer-strategy while overseeing its tactical execution. His key areas of strategic focus include developing a forward-looking plans that supports the organization’s commercial and brand objectives, while providing executive-level customer CX insight. Tactically, Tom develops EX employee motivation solutions and rewards, supporting employee retention, define/optimize key customer segments, perform/leverage insights, and drive profitable growth, at an executive level. Tom keeps a continue focus on brand image and enhancement of happy employees!Mr. Rocca is a forward thinking, proactive, innovative, passionate but pragmatic, collaborative and inspiring executive. He has excellent presentation skills that inspires and excites. He has a passion for discovering new ways to execute innovative marketing solutions and programs for business to consumer marketing challenges.Tom Rocca has developed multi-channel marketing strategies, plans, and budgets, to rapidly grow the size and lifetime value / ROI of the customer base. He also develops marketing solutions that solve topics such as crisis recall and risk management, communication and channel planning, and programmatic recommendations for supporting consumers and building lifetime value, through the customer’s journey with the brand. Tom is a proud and active Member of the St. Petersburg Chamber of Commerce and currently enjoys his time meeting local Entrepreneurs as a Ambassador /\"Ribbon Cuttings\". Tom also, is the Past President of the Marietta Schools Foundation. USA Shuffleboard Team 🟡, Soccer Goalkeeper

Experience

1. Chief Operating Officer COO Chief Experience Officer Cxo

   Summa Franchise Consulting

   Sep 2018 — Present · Scottsdale, AZ, US

   Summa Franchise Consulting, a full-service franchise consulting service provider for franchise companies and company\'s that want to franchise their current businesses. As the Chief Experience Officer / EVP at Summa Franchise Consulting, I create, implement, manage, and coordinate our clients’ franchise operational rollout & restructure plans. I have a constant eye on our Clients customers and on the Consumer side, watching the customer experience and their journey with the Brand. I also oversee and advise our clients on complete concept assessments, legal matters, FDD development support, audits, public events, sales & marketing plans, etc.

Education

• Canisius University

  Bachelor of Science (B.S.), Marketing Research, Marketing / Advertising, Statistics / Consumer Behavior - Analytics

• Canisius University

  Bachelor of Applied Science - BASc, Marketing/Marketing Management, General

• Maryvale Senior High School, Cheektowaga, New York

  High School Diploma, Business/Managerial Economics

  1974 — 1978

Skills

• Management
• Call Center
• Strategic Planning
• Leadership Development
• Customer Service
• Leadership
• Operations Management
• Training
• Marketing
• Inbound Marketing
• Customer Experience
• Telecommunications
• Lead Generation
• Mentoring
• Bpo
• Business Development
• Call Centers
• Contact Centers
• Executive Management
• Outsourcing
• Business Process
• Cross-Functional Team Leadership
• Customer Retention
• Customer Satisfaction
• Direct Marketing
• New Business Development
• Sales
• Sales Management
• Crm
• Strategy
• Customer Acquisition
• Entrepreneurship
• Public Speaking
• Solution Selling
• Vendor Management
• Strategic Partnerships
• Program Management
• Direct Sales
• Account Management
• Budgets