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Anthony Figueroa
IT Manager
10 points
Strategic visionary with 20+ years of experience in IT and Project Management for companies ranging from 100 to 75,000 employees. Detailed and customer oriented with an eye on understanding business needs to build a successful partnership, improving productivity through ...
Strategic visionary with 20+ years of experience in IT and Project Management for companies ranging from 100 to 75,000 employees. Detailed and customer oriented with an eye on understanding business needs to build a successful partnership, improving productivity through resource allocation and process reengineering, eliminating downtime, identifying value add and cost savings opportunities, while maximizing ROI through evaluation of both hard and soft costs.
* Global Service and Support * Audit and Compliance
* Vendor Management * Project Management
* Outsource Contract Management * Real Estate
* Process Improvement
* Departmental/Human Capital Development
Education and Credentials:
- CISA Certification – In Progress
- Certified Information Systems Risk and Compliance Professional
- Certified Sarbanes Oxley Expert
- IT Service Manager
- PMP Certified
- Masters Certificate in Commercial and Government Contracting
- Foundation Certificate in IT Service Management
- Six Sigma Green Belt Professional
- Masters Certificate in IS Security
- Bachelors of Science in Business Management
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* Global Service and Support * Audit and Compliance
* Vendor Management * Project Management
* Outsource Contract Management * Real Estate
* Process Improvement
* Departmental/Human Capital Development
Education and Credentials:
- CISA Certification – In Progress
- Certified Information Systems Risk and Compliance Professional
- Certified Sarbanes Oxley Expert
- IT Service Manager
- PMP Certified
- Masters Certificate in Commercial and Government Contracting
- Foundation Certificate in IT Service Management
- Six Sigma Green Belt Professional
- Masters Certificate in IS Security
- Bachelors of Science in Business Management
Oct. 13, 2010
Anthony Figueroa
and
10 other people
answered this question
What are the most important Call Center Metrics?
In my opinion it is based upon the environment and customer expectations. For us we track Queue wait time, Abandoned Call %, Queue Time for Abandoned Calls, Response Times for all other interactions (email, self service portal and voice mail) and Percentage of Requests resolved ... more
