Customer Service Manager
Resume:
Michael R. Piechocki
Gahanna, OH 43230 ***********@***.***
SUMMARY OF QUALIFICATIONS
Successful call center manager for multi-billion dollar clients in the financial services and telecommunications
industries. A results driven leader with a consistent track record of developing teams and external relationships
while increasing customer satisfaction. Extensive experience in credit management, collections, customer
service, fraud, skip tracing and recovery; with emphasis on improving processes and reducing losses.
PROFESSIONAL EXPERIENCE
GE MONEY BANK Kettering, OH 2001 – 2009
Portfolio Control Manager
Provided leadership, coaching and development to 2 supervisors and 25 front line employees across 3
functions. Led and supported performance and business improvement projects; including team selection,
measurements, incentive structure and vendor relationships. Created, analyzed and maintained data reports for
Personal Finance, Skip Tracing Teams and Business Card portfolios.
Improved collections effectiveness by 10%, by creating and implementing new call strategy and
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performance tracking for Line of Credit late stage collection efforts.
Managed transition of Consumer Skip Tracing Team between multiple clients thus posting a 21.9%
•
Location Effectiveness for client exhausted skip accounts; an improvement in performance of 1000 bps
over previous performance saving $1.8mm in balances from Skip write offs.
Created in-house Skip Trace unit for Personal Finance posting 1400 bps performance improvement
•
verses India counterparts.
• Motivated team members by creating incentives which led to accounts with balances exceeding $470K
brought current per month posting a 7.13% average cure rate and saved on average over $700k in
balances with save rate of 13%.
Identified gap in cycle time for Consumer Skip Team and improved by 7 days by implementing new
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queue rotation and calling strategy.
• Received prestigious global quarterly Americas Award for outstanding contribution to Personal Finance
organization.
• Coordinated Silent Auction; raising over $10k for United Way.
SPRINT CONFERENCING SERVICES Atlanta, GA 1994 - 2001
Supervisor Video Operations (2000 – 2001)
Led global videoconferencing department of over 30 network technicians in a 24 hour call center operation.
Interviewed, hired and trained all new video technicians. Ensured conference integrity for government agencies
as well as publicly held organizations. Maintained strong business results and client relationships by remaining
engaged on a daily basis and creating an open door policy for employees and clients.
• Analyzed business needs and develop effective strategies to ensure company objectives are met.
• Maintained service level agreements between clients and fix agencies.
• Developed innovative business strategies and products, including Video Streaming and Multi-point
conferencing solutions.
• Created and executed software test plan for database upgrades including Y2K compliance.
• Facilitated weekly conference calls with Account teams to ensure customer satisfaction.
• Served as subject matter expert to account teams on contract negotiation responses and initiatives.
• Developed and implemented a new hire training agenda for the Video Services Group.
• Provided associates support and guidance to attain their career goals.
• Created flexible work schedules for associates while maintaining service levels.
• Documented trends in videoconference defects and created action plans, reducing those defects.
Michael R. Piechocki – Page 2
Network Technical Specialist – Lead Technician (1998 – 2000)
Managed conference support of an average of 140 videoconferences per day. Documented and implemented
process improvements, which led to increased service levels to customers. Provided training and support for
video technicians of all levels. Created test requirements manual for system enhancements and upgrades
including Y2K compliance.
Network Operation Specialist (1995 – 1998)
Supported 12 video conferences and quality assurance tests per day. Provided real-time video and network
troubleshooting to maintain conference success. Partnered with fix agencies to ensure customer outages
resolved as stated in service level agreements. Promoted on consecutive annual basis from level I to level III
Network Operations Specialist.
Customer Service Agent / Video Coordinator (1994 – 1995)
Analyzed and reviewed customer calling patterns and statements to ensure customer using best product to
meet their needs. Provided billing support and pricing quotes. Responded to inquiries of callers in regards to
products and services.
EDUCATION
UNIVERSITY OF PHOENIX
Bachelor of Science in Management
GRAND RAPIDS COMMUNITY COLLEGE – Grand Rapids, MI
Associate of Arts in Business Administration
TECHNICAL SKILLS / TRAINING
SIX SIGMA: Greenbelt Trained and Certified
CORPORATE TRAINING: Building Essential Leadership Skills, Facilitative Leadership, Fair Debt Collections Practices
COMPUTER APPLICATIONS: MS Office Suite (Excel, Word, Power Point, Access), Mainframe Systems (FDR, FSG,
TSYS), Avaya CMS, and Concerto Davox Auto-dialer
PROFESSIONAL ASSOCIATIONS
TRUSTEE – THE TRAILS OF LANDEN HOMEOWNERS ASSOCIATION 2004 - 2009
UMPIRE – OHIO HIGH SCHOOL ATHLETIC ASSOCIATION 2009
MEMBER BOARD OF DIRECTORS – WARREN COUNTY LITTLE LEAGUE 2004 - 2007
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