Customer Service Sales

John A. Kulik

** **** ******** ******

Bellmawr, New Jersey 08031

Home: 856-***-**** Cell 609-***-****

E-mail: ab21d8@r.postjobfree.com

Objective: Customer Service, Call Center, Operations and Customer Support

Management Positions

Experience:

2011-2013 Philadelphia Gas Works

Customer Service / Call Center Operations Manager

. Directed PGW's Call Center Activities and Operations (125 CSRs).

Union Environment

. Developed and instituted our Call Center best practice process

development / improvement and knowledge management efforts

resulting in same day turnaround for all orders and issues.

. Developed CSR Training to enhance inside sales role to include

promoting new products, suggesting additional products from our

current portfolio and initiating calls to existing and potential

customers to initiate new business.

. Developed and initiated weekly meetings with Sales and Marketing to

set strategy and goals for inside and outside sales efforts for the

upcoming week for the CSRs to implement.

. Designed Product Informational Training Meetings to familiarize the

CSRs with the entire product line, processes and technologies.

. Developed Client Focused organizational cultures resulting in

significantly higher customer satisfaction.

. Directed QA Monitoring for the Call Center and developed corrective

training and mentoring for continuous improvement.

. Initiated IVR improvements to improve efficiencies and decrease

costs.

2007-2011 EMD Chemicals Gibbstown, NJ

North American Customer Service / Call Center Operations Manager

. Directed EMD / Merck's North American Call Center (1500 daily

calls) operations and to implement the proper balance of people,

processes and technologies to improve employee productivity to

achieve high client service levels.

. Reduced Customer Complaints by 30% the first year and 20% each

subsequent year by instituting Root Cause Analysis and Corrective

Action to achieve high client service and satisfaction levels.

. Developed Client Focused organizational cultures resulting in

significantly higher customer satisfaction.

. Integrated 6 Regional Call Centers to a national unit in Gibbstown

resulting savings of $3M annually.

. Reorganized and Reduced the Call Center Staffing Requirements by

50% the first year while increasing overall efficiency.

. Instituted IT enhancements increasing efficiency for Electronic

Order entry by 60% the first year.

. Facilitated SAP with IT and instituted procedures to continuously

monitor problems and test systems.

. Created a knowledge repository tool and the associated document

management process.

. Instituted Rework Analysis to reduce order entry errors resulting

in significant cost savings.

. Instituted a CSR Sales and Marketing Mentoring Program to increase

customer and product awareness.

2007. Sparks Custom Retail Philadelphia, PA.

Sales Support / Customer Service Manager

. Spear headed Spark's Inside Sales Efforts to current and potential

customers within their Call Center resulting in increased sales.

. Instituted Mandatory Daily Sales Analysis to adjust Production,

Maintenance and Reconciliation of Inventory Levels to drive

efficiency, lower costs and decreased inventory levels.

. Instituted Root Cause / Corrective Action Analysis of Customer

Complaints resulting in a significant drop of customer complaints

and rework.

. Responsible for Bidding and Cost Analysis on Customer Contracts.

1995-2004 Inolex Chemical Company Philadelphia, PA.

Customer Service Manager - Domestic Operations

. Initiated EDI Ordering System and Migrated 30% of Accounts to it

. Developed Root Cause / Corrective Action Analysis of Customer

Complaints Resulting in a decrease of 20% per year.

. Created and Evaluated Customer Satisfaction Surveys

. Received over 90% Customer Satisfaction for the last five years

. Lead Auditor for Inolex's ISO 9001 Quality Systems

. Directed and Managed Inolex's Inside Sales efforts

. Generated Monthly Sales Forecasts and Managed Inventory Accordingly

. Hired and Trained Customer Service Representatives

. Created and Designed the Inolex Company Website

Manufacturing Manager

. Managed over 50 Union Production Personnel

. Realigned Union Job Classifications resulting in savings of over $

50,000 / year

. Managed Production Logs, Work Records and Safety Logs.

. Administered Safety Equipment and Training

. Created Work Schedules to Insure Staffing Requirements

. Managed Production of over 1.3 Million Pounds of Product Per Week

. Increased Production Efficiency by 20%

. Negotiated Union Contracts and Grievances.

Education: Rowan University, Glassboro, NJ.

BS Chemistry / Biology

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