Customer Service Manager
Resume:
LEONARD J. SUGALSKI
Attleboro, MA 02703
**********@*****.***
www.linkedin.com/in/leonardsugalski
SUMMARY
Accomplished leader with over 14 years of progressive call center
experience. Analytical problem- solver adept at leveraging technology to
provide responsive service levels. Proven record of leading teams to
achieve focused results while delivering superior customer experiences for
a state-of-the-art organization.
PROFESSIONAL EXPERIENCE
NESTLE WATERS NORTH AMERICA, Raynham, MA
2001-2010
Customer Service Operations Manager (2007-2010)
Successfully led an inbound customer service department that received over
4 million calls on an annual basis. Managed facility expenses, 5-7 customer
service leaders, and oversaw the performance of 100 customer service
representatives.
Delivered cost savings of approximately 3% on a $25M budget for three
consecutive years while achieving internal service level goals.
Championed revenue generation program that increased year-over-year up-sell
results by 27%.
Strategized to redesign a retention team that helped save an incremental
50,000 customers on an annual basis.
Systems Application Manager (2005-2007)
Led a staff of three analysts accountable for call volume forecasting,
capacity planning, scheduling, reporting, and real time management for
multiple business units in a dual center environment.
Introduced and successfully implemented an hours-of-operation reduction
which decreased facility expenses by 11% without impacting the customer.
Reduced labor expenses by over 4% through improved scheduling and real time
management.
Improved year-over-year forecast accuracy by over 25% through creating new
call volume projection models.
E-Service Customer Service Leader (2004-2005)
Oversaw a department of eight direct reports that corresponded to over four
thousand email requests on a weekly basis.
. Reduced email processing time by 40% through individual coaching and
creating a standardized library of template responses.
. Appointed to become the subject matter expert for both the creation of
learning materials and facilitation of training to a third party vendor.
Monitored start-up to ensure the vendor's performance was meeting
expectations.
IVR Application Project Manager (2003-2004)
Increased the customer IVR usage rate by 33% through analyzing the existing
application, identifying errors, and redesigning modules for internal
partners to implement.
Managed a 3rd party relationship to make IVR changes that supported and met
the demands of the evolving business.
Leonard J. Sugalski
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508-***-**** **********@*****.***
PROFESSIONAL EXPERIENCE (continued)
NESTLE WATERS NORTH AMERICA (continued)
Customer Service Leader (2001-2003)
Coached the daily performance of 15-25 customer service representatives
through analyzing daily statistics, conducting side-by-side training
sessions, and through creating individual development plans.
Selected to mentor and assimilate new leaders into the organization.
Introduced voluntary time-off program that reduced five to seven FTE hours
per month.
RYDER INTEGRATED LOGISTICS, Woonsocket, RI
2000-2001
Customer Service Manager (2000-2001)
Led full P&L responsibilities and accountable for a $1.5M operating budget.
Provided 3rd party logistics to multiple clients and managed 8-10 drivers.
Achieved or exceeded profit margin goals in every quarter.
FLEET BANK, Lincoln, RI 1995-2000
Operations Console Analyst (1999-2000)
Monitored call volume on a real time basis and made routing/staffing
decisions to achieve service level for seven business lines.
Facilitated meetings with call center leaders on a daily and weekly basis
to review results and to coordinate staffing plans for the upcoming weeks.
Managed LAN/WAN and Voice Systems to ensure functionality prevented
potential impacting issues to the customer or business line.
Team Manager (1996-1998)
. Promoted from Call Center Specialty Group and led team of 20-25 Customer
Service Specialists by providing support, monitoring reports, and
coaching to enhance their skills in order to provide a higher quality of
service.
. Participated in a mentorship program to help assimilate new leaders.
. Chosen to lead the closure of an existing site before transitioning to a
new facility.
Previous experience as a Customer Service Manager in retail industry.
EDUCATION
MBA, Organization and Management, Johnson & Wales University, Providence,
RI
BA, Political Science, University of Connecticut, Storrs, CT
PROFESSIONAL DEVELOPMENT
TotalView Training for Skill Database & Process Certification (IEX)
College of Call Center Excellence - Call Center Management Certification
(Purdue University)
Business skills training in Leadership
Computer skills training in Microsoft Office
. P & L Management
. Developing and Mentoring Leaders
. Call Center Management
. Workforce Management
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