DONNA RITA GONCHAROV

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

Suffern, New York 10901

Home: 845-***-**** / Cell: 917-***-**** / E-Mail: abmnpz@r.postjobfree.com

Customer Service and call center professional with significant management

and operations experience in call center, customer service / consumer care,

consumer affairs and telemarketing services. Diverse experience includes

managing outsourced vendors for corporate, launching an in-house call

center, and developing and managing an outsourced service provider.

Expertise includes: hiring and development of staff, equipment purchase,

process management, procedure documentation and continuous process

improvement.

PROFESSIONAL EXPERIENCE

PHILIPS CONSUMER LIFESTYLE, Stamford, CT 2007 - 2009

Senior Manager, Consumer Experience- Philips (2008 - 2009)

Handled Consumer experience and Customer Satisfaction / Net Promoter Score

(NPS) for all methods of consumer contact - phone, web, e-mail, live text

chat and auto chat. Spearheaded projects of process management, procedure

documentation and continual process improvement. Oversaw claims

administration.

. Directed vendor management of contact center providers. (11 million+

annual spend)

. Worked on contract negotiations leading to a 30% savings in contact

center costs, while bringing off-shore services to a US site. Key

member of selection committee - RFP preparation, vendor evaluations

and vendor selection.

. Developed and implemented new processes to align with closedown of

largest business category. (Warranty entitlement, concessions,

phasing out of service centers.) Introduced modified buy back program

saving significant dollars without impacting Customer Satisfaction.

Coordinated ways of working with licensee.

. Introduced process improvements aimed at maximizing NPS / consumer

satisfaction. Empowered front line agents to make concessions to

handle most common consumer issues.

. Drove change in other departments as a result of data analysis from

call center. (Coupons vs. rebates, identifying non-electric products

with model number.)

. Ensured adherence to Key Performance Indicators (KPIs), budget, and

fast feedback Introduced Live Chat services at 2 vendors.

. Key member of 2009 product recall team. ($1.2 million US expense)

. Oversaw Consumer Product Safety Commission (CPSC) and Canada

Electrical Safety Authority (ESA) filings. (Monthly reporting for

recalls.) Monitored activity of Philips medical devices for any

necessary reporting to United States Food & Drug Administration (FDA)

and Health Canada.

Manager- PHILIPS AVENT Consumer Care (2007 - 2008)

Established and maintained in-house call center for Philips AVENT Consumer

Care.

Coordinated move of consumer care services from Bensenville, IL to

Stamford, CT. Developed service policies and procedures. Revamped CRM

system.

. Managed set up of fulfillment centers in U.S. and Canada. To increase

consumer satisfaction and offset overhead costs, implemented system to

sell spare parts and accessories for out of warranty products.

. Reviewed and analyzed data for trends, implications and suggestions.

Provided relevant reports to Marketing and Quality Assurance

Departments.

. Responsible for Consumer Care emergency response to Bisphenol-A (BPA)

ban in bottles in Canada. Call volume increased from 3500 monthly

calls to 56,000.

. Key player on AVENT web redesign team.

RSVP Call Center Service, New York, NY 1988 - 2007

Vice President & General Manager

Managed all aspects of 24/7/365 Call Center for absentee owner with full

P&L responsibilities including development of marketing, sales and

operational goals, organizational structures and budgets.

. Offered dynamic, technologically sophisticated services to a broad

base of clients, such as Massimo Zanetti (formerly Sara Lee Coffee &

Tea), Dale Carnegie, TUMI, Sony BMG Music, Bulgari, Zabar's.

. Designed and supported customized programs to meet individual needs of

diverse customer base, including 800 number response, customer service

applications, order taking with up-selling, information and product

fulfillment, and e-commerce.

. Managed development and implementation of customized Client Tracking

System for in-house use, as well as back-end CRM system for major

client.

. Handled sales and management of large corporate accounts. Conducted

needs analysis and developed detailed, customized market specific

telemarketing and call response solutions, including script

development and program design.

. Led company during emergencies and crisis situations including w York

City Transit Strike in 2005, New York City black out of 2003, 9/11,

and blizzards.

. Requested bids, negotiated and managed installations of major

equipment and software installations - Interactive Intelligence

Customer Interaction Center providing ACD, e-mail and chat, Comverse

Trilogue voice mail, Professional Inbound order taking and contact

software, IC Verify (credit card processing), Microsoft Great Plains

Solomon Accounting, Teledata Invoicing and Accounts Receivable

software.

. Represented Company in sale of business-preparation of due diligence

responses, negotiations and closing.

PROTOCOL MESSAGE MANAGEMENT CENTERS, INC.

(A Bell Canada Enterprises Co.), Reston, VA 1986 - 1987

Senior Protocol Consultant

Served as consultant to franchisees in all areas of operating a Protocol

franchise, including operations, sales and marketing, financial management

and budget preparations, planning, evaluation of technical capabilities,

and staffing.

. Developed system-wide operational programs and procedures, including

training programs and manuals.

. Conducted formal and informal classroom training for franchisees and

support staff.

EDUCATION

George Mason University, Fairfax Virginia

Bachelor Program, Accounting (1 year)

University of Connecticut, Storrs, Connecticut

Liberal Arts Program (2 years)

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