Thomas Fernino
About Thomas Fernino
IT Call Center Operations Director/Manager with extensive experience providing customer support in a global mission critical environment. A results driven team leader with expertise in customer care using ITIL practices. Excellent communication, presentation and organizational skills with ability to translate strategic business objectives into day to day operational metrics. Excellent knowledge of iOS and Android devices. Strong technical background with all midrange systems and storage solutions. Exceptional knowledge in Data center relocation and consolidations. Excellent escalation, incident management, HR generalist, payroll and budget management skills. Highly effective in collaboration within teams. Highly proficient in leading and motivating high performing teams to successfully resolve customer discontent and ensure all customer obligations and Service Level Agreements are met while increasing customer satisfaction and retention. Ability to communicate with all levels of management, internal customers, customer facing meetings, and third party vendors. My motto has always been "Happy people, create happy customers, which produces revenue." Specialties: Building the Best of the Best in Global Call Centers and Data Centers. Data Center consolidation, Right Sizing the organization. Building the Highest Morale in my teams, Building Teams, Leaders, and Cost Competiveness. Training on the newest technology and automation. SKILLS: Business; Budgeting; Management; Information Technology; Communication; Leadership; Security; Third Party Vendor Management; Business Strategy; Continuous Improvement; Change Management