John Kovalsky

cell#631-***-**** acpsc2@r.postjobfree.com

CALL CENTER MANAGEMENT/SENIOR CUSTOMER EXPERIENCE CONSULTANT

Proactive Client Management/ Customer Service/Event Marketing/ Lead

Generation/Loyalty Partnerships

Customer Retention/Escalation Resolution/Business Development/Consumer

Satisfaction Measurement

Recruiting, Hiring and Training/Team Building and Leadership/Account Management

and Auditing

Database Management/Account Growth Opportunities/Copy Scripting/Campaign

Strategy/Account Efficacy

Marketing Research Analyst/Certified Call Center Auditor/Account Representative

Expert/Workforce Management/Account Databases i.e. Salesforce, Goldmine, Genesys,

etc...

Results-proven professional w/20 years of management experience in account

maximization, client relations, market research, customer service, lead

generation, branding, merchandising, sales and customer retention. Successful in

decreasing client churn/ maximizing referral output and increasing customer

retention and satisfaction rates. Well versed in all aspects of inbound and

outbound account service centers including retail, healthcare, debt collection,

insurance, financial services, home improvement, cable and satellite TV,

pharmaceutical companies, etc...

PROFESSIONAL Experience

2008-2014 JK Consulting

New York/Miami/Tampa/Atlanta

Call Center and Customer Relationship Management Consultant

Instituted operating protocols and hospital account rep evaluations to

customer service department of 25 representatives for Ritecare Medical Product

Supply. (APRIL through OCTOBER 2012)

Managed and coordinated outside sales/customer events at major commercial and

residential properties with Direct TV, increasing monthly client sales/account

optimization in Chicago, New York, Dallas, Boston, Washington and Buffalo by

30%.(JUNE through OCTOBER 2011)

In coordination with United Healthcare Major Account Management, met with

Fortune 500 clients on senior HR/CFO level for purposes of increasing account

retention and sales opportunities by focusing on customer experience surveys.

(2008-2012)

Organized kiosks at local chamber of commerce events to increase account grow

customer base and originated referral program for Mackenzie Landscaping

clients. (2008)

Strategized and managed 25-50 outside account managers in coordination with

100 phone agents for purposes of upselling/customer retention of retail

merchants for credit card processors US Bankcard and WMS Canada. (2012-2013)

Project manager of the implementation and completion of B2B operation for

Medop Health Inc. subsidiary of Weber Pharma (Germany) generating monthly

$500K sales via trade show conversion and current accounts optimization.

(MARCH through JUNE 2014)

2007-2008 Alure Home Improvements Inc.

Plainview, NY

Sales Support Manager

Managed/trained customer service and marketing staff for ABC Extreme Makeover

participant and top US remodeler and builder for showroom and events.

Increased roofing and siding sales by 30% through trade show lead conversion.

Increased kitchen and bath sales by 25% through event marketing and referral

optimization.

2002-2007 Loyalty Customer Inc.

NY/Miami/Detroit/Dubai UAE

Vice President of Call Center Services

Provided project management loyalty partnership program utilizing TGIF & Old

Navy, to provide charitable gift cards to major US blood centers for purposes

of increasing blood donor frequency, therefore increasing hospital blood

supply and positive customer brand perception.

Provided benchmarking, consultative services, client/vendor management and

blended operational call center services (BPO) for Fortune 500 clients,

Washington based associations, law firms, debt collectors and non-profit

organizations.

Implemented policies and procedures, devised reporting mechanisms, and

supervised project management for 200 account reps in Jamaica for Bell South.

Set benchmarks for monitoring, coaching, and quality assurance for General

Motors outsourced vendor EDS -ONSTAR service department consisting of 125

associates.

Introduced Sigmaworx predictive dialer software configuration to Long Island

division of MetLife-North Shore Financial Planning Services.

Doubled weekly telesales for environmental testing company (Pro-Lab) gross

from 25K to 50K through script modification, effective database management,

and attainable agent incentives.

Evaluated U.S. and Canadian bank analytics for purposes of benchmarking

customer service departments and recommending best practices to head of

account management.

Negotiated, sold and provided account management for Indian and UAE outsourced

call center services to major US banks (HSBC, Citi etc retail (Kmart) and

web based companies-book of business worth $2-3 million dollars per year.

2001-2002 Atkins Nutritionals Inc.

Ronkonkoma, NY

Customer Service Manager

Increased average order value by 75% in 3rd and 4th quarter 2001 by initiating

weekly sales training for customer agents.

Oversaw account management of GNC, Vitamin Shoppe, Wal-Mart, and other retail

outlets.

Implemented coaching and motivation seminars for inside and outside sales

forces.

Wrote agent study guides that contained product matrices to aid in

cross-selling and increased average order value from $19 to $41 within a year.

1991-2001 MARKETING INC.

LONG ISLAND, NY

Call Center Supervisor

Responsible for administering to multiple customer service and account

evaluation campaigns for Fortune 500 clients at Long Island based phone house.

Managed, trained, and coached up to 80 associates per shift for client

management, campaign/advertising evaluation i.e. JD Power and Associates,

Arbitron Radio, Consumer Reports, etc...

Conducted B2B surveys and organized seminars for Pfizer, Merck, and Dow, with

doctors and patients on such drugs as Viagra and Celebrex.

Education

2011-13 Dowling College Oakdale, NY

Masters of Business Administration- Project Management

2002 Purdue University West Lafayette, IN

Certified Call Center Auditor in conjunction with Benchmark Portal Inc.

1997-00 Dowling College

BA History

Oakdale, NY

1997-present Connecticut School of Broadcasting Stratford, CT

Certification in radio/television technology, copywriting, and media

relations.

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