Customer Service Manager

JOHN BONK

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

Greenville, Michigan 48838

Cell: 616-***-****

Home: 616-***-****

**********@*****.***

CAREER SUMMARY

An accomplished Business Support Systems Professional with extensive experience in

telecommunications, contact centers and information technology. Excellent interpersonal,

organizational, project management, critical thinking and troubleshooting skills. Leadership background

includes problem analysis/resolution and customer service as well as work team leadership and

employee development. Widely-recognized ability to interact well with people of diverse backgrounds,

cultures and levels of professional/technical expertise. Distinctive ability to leverage people and

resources for sustainable competitive advantage.

CORE COMPETENCIES

Project Management

Process Improvement

Work Team Leadership

Root Cause Analysis

Management Reporting

Technical Troubleshooting

Customer Service

Client Implementations

Tactical / Strategic Planning

PROFESSIONAL EXPERIENCE

CARLSON WAGONLIT TRAVEL (CWT), 1998 to Present

CWT is a $26.9 billion global leader in managing business travel and meetings/events for organizations

of all sizes in more than 150 countries and territories (www.carlsonwagonlit.com).

Lead Analyst – Call Routing Team, 2009 to Present

Senior Telecom Analyst, 1998 - 2009

Serve as the lead analyst for an 8-member call routing team supporting all CWT contact centers

throughout North America. Manage team assignments for new client implementations and provide daily

support for on-sites, contact centers and teleworkers. Program ACD call flows and call routing,

participating as needed with on-call rotations for contact center system support. Work cross-

functionally as the designated liaison between the Telecommunications, Information Technology and

Network Teams.

Developed and implemented processes resulting in increased knowledge-sharing and strong

interdepartmental relations as a key member of the IT Efficiency Committee.

Enhanced operating efficiency and cost effectiveness by replacing the telephone and contact

center technologies utilized across the USA and Canada into a single integrated system.

Played a key leadership role in combining call centers for newly-acquired companies, assuring

that design and training fully conformed to CWT standards.

As the designated point-of-contact for call center incident management, consistently recognized

and quickly resolved issues prior to hierarchical escalation status.

Partnered closely with functional leaders on a wide variety of improvement initiatives, tracking

projects/tasks and providing timely input to managers on team performance.

Key contributor to the development of long-term strategy for Telephony platforms including the

design of department’s SharePoint for knowledge base and documentation storage.

JOHN BONK, Page Two

PREVIOUS BUSINESS EXPERIENCE

Served as Call Center Manager for All Parts, Inc. (1994-1998), directing the implementation of a

Siemens contact center installation. Key responsibilities included call flow design, systems

administration (including AS 400) and generating management/marketing reports. Partnered with

Information Technology in the installation set-up and administration of a Sales Automation system to

track dealer activities.

Earlier, served in progressively-responsible management roles within the automotive industry including

two prominent dealerships and The Chrysler Corporation. Assignments included Parts, Service and

Fixed Operations Management. Received corporate-wide recognition as the #1 District Manager in

Chrysler’s Central Region.

EDUCATION and PROFESSIONAL DEVELOPMENT

B.S. Degree, Automotive Technology Management, Ferris State University

Additional professional development includes PCI Compliance Training through Carlson University as

well as Quality Engineering coursework through Ferris State University.

SPECIALIZED TRAINING AND SKILLS

Avaya ACD

Avaya Aura Communications manager

Avaya Aura Messaging

Avaya CMS

Blue Pumpkin Workforce Management

Genesys (CTI)

MIS / MSM Sales Automation

Nice Analyzer

Nortel

Service Now Help Desk Software

Siemens ACD

Siemens Communications Manager

Siemens ProCenter

SM7 Helpdesk Software

Verizon Toll Free Network Manager

Virtual Hold Technologies

PROFESSIONAL RECOGNITION and VOLUNTEER LEADERSHIP

CWT Global IT Operations Award of Excellence

CWT Global IT Operations and Americas IT Award of Excellence

Past President of the Greenville Community Rocket Football Program

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