Customer Service Manager
Resume:
Michael G. Kovalchin
**** ********* *****, *****, ** 44319
***********@*****.***
CAREER SUMMARY
Extensive experience as a manager & director in call centers and consumer
product environments. My primary roles were to develop and implement the
organizational strategies, policies, and practices that deliver the highest
level of customer service at the lowest operational cost in a positive,
creative and collaborative work environment. Managed teams ranging in size
and scope on projects in a typically dynamic, collaborative environment.
Specific expertise in the following:
Inbound/Outbound Sales Team Manager Project & Client Account Management
New Customer Planning Developing Monitoring Mechanisms
Policy & Procedure Advocate Developing Technical Call Flows
Performance Appraiser Performance Management
Creative Work Flow for Benchmarking Building Dynamic Team Environment
Call Center Operations also as a BPO Customer Service Management
PROFESSIONAL EXPERIENCE
Suarez Corporation Industries (SCI) North Canton, OH May
2012 - December 2014
Unique Direct Marketing company of As-Seen on TV products and Edenpure
products. The company is privately owned with over 1,000 employees
globally. Supplier of manufactured hardware and marketing of many other
client consumer products. SEE CURRENT PROJECT BEING WORKED ON IN LAST PAGES
OF RESUME & on LinkedIn.
Director of Customer Service & Business Development
Directing call center operations in multiple sites. One within the company
at the corporate office and the other locally as a third party
inbound/outbound sales & customer service call center. I began it as a cost
reduction effort to internalize our outsourcing cost. Then as a visionary I
began to grow it into a third party call center to not only handle our
internal call volume, but create profit by handling outside client call
volumes. This role encompasses managing the current staff/teams by
evaluating/grooming/mentor & replace if necessary, also oversee projects
that interact with the call center day-to-day operations. Finally, creating
performance measurements and process & procedures to maintain consistency
within centers to increase accuracy & gain cost efficiencies.
. Develop, monitor and manage key performance measurements that drive
productivity, quality, customer satisfaction & profitability. This
includes moving the department into a more production oriented &
metrics driven operation by analyzing performance results and
implement department improvements.
. With these reports and gained efficiencies determine appropriate staff-
management levels and implement strategies to ensure the efficient
operation of the department & reduce cost where applicable.
. Open regular & consistent communication with supporting departments.
. Maximize revenue generation opportunities through proper sourcing &
performance monitoring of outside contractors & vendors.
. Responsible for hiring, training, developing and managing performance
of direct reports. This included providing prompt and objective
coaching, counseling, coordinating, planning & assigning work for
staff in accordance with the company and client business goals and
objectives.
. Out of the box thinking for cost reduction by internalizing
outsourcing efforts by building internal third party call center. This
allowed us to become a profit center by bring in client companies to
aid them in handling their call volume, which produced profit.
Intralot, Inc. (USA) Strongsville, OH
April 2009 - May 2012
Unique Information Technology and Service company who is privately owned
with over 3,800 employees globally. Supplier of manufactured hardware and
software to the gaming/lottery industry.
Call Center Manager
Directing call center operations in multiple out of state sites. This role
encompassing managing staff & teams, oversee projects that interact with
the call center day-to-day operations (such as online gaming, electronics
scratch tickets, & other lottery products). Finally, creating performance
measurements and process & procedures to maintain consistency within
centers to increase accuracy & gain cost efficiencies.
. Managing & directing multiple site call centers with their operational
functions, telecom needs, and technical troubleshooting, by managing the
teams through developing the supervisor staff, developing performance
metrics & creating reporting tools to exceed the client's expectations.
. Setup call centers through site visits to include mentoring &
developing the team members for day-today operations and managing
operational functions to build partnership with remote teams and
incorporate benchmarking among sites for strategic planning.
Designed and implemented technical call flows, phone switch programming,
reporting, & trend analysis.
. Involved and implemented best practices found through focus groups and
outside service organizations.
. Identify initiatives and key objectives for continuous improvement of
the organization's processes and employee performance.
. Team player involved in multiple projects across different departments
for business planning to reduce company costs and labor reductions.
. Traveled to meet with staff to collect feedback to make improvements,
document and redistribute updates/follow-ups.
. Developed and groomed staff team members to promote to other site
locations.
. Conducted meetings to listen to multi-department issues and concerns, and
setting a professional example by showing leadership qualities.
. Created an environment where talent is developed through effective
performance management and talent evaluation.
. Developed direct reports and other identified talent within organization
by engaging personal development and motivation.
. Create a culture through continuous improvement to drive service for
customer's satisfaction & business partners.
AmTrust Bank, Cleveland, OH August 2003 -
February 2009
Consumer Banking Operations Manager (reported to VP of Customer Service)
2008 - 2009
Create a work environment that has positive energy, creativity and teamwork
among employees within a stagnant department. Including developing clear
day-today instructions, expectations, and prioritizing workflow in order to
efficiently meet deadlines for each job function to gain efficiencies, but
ensure accuracy to company guidelines and regulations.
. Developed staffing models and volume plans to benchmark, measure, and
track efficiencies.
. Advised, implemented, and executed cost reduction plans based on
findings, such as cross tracking team members on multiple functions to
meet deadlines and increase efficiencies, creating a 40% labor reduction
while maintaining same workload.
. Share Customer Operations best practices among teams & departments.
. Effectively build a diverse team with competent people using the
appropriate mix of internal promotions and external recruitment to satisfy
near-term performance, longer-term succession needs and to ensure the
organization has the necessary outstanding talent.
. Project managed department projects, such as, reporting measures to track
daily and monthly reports to showcase monthly department progress.
. Also worked on a team implementing six-sigma projects to reduce forced
closed accounts to increase call center sales.
Customer Service Sales Manager (reported to Sr. Site Manager & VP of
Customer Service) 2003 - 2008
Supervised a team of 20-30 associates in a call center environment
including monitoring performance & providing career counseling.
Inspire passion and motivation to direct reports to achieve set goals and
initiatives by consistent genuine recognition.
. Analyzed the department's performance and identified opportunity areas by
troubleshooting and benchmarking to track results, providing data to
challenge the current processes and procedures to make improvements.
. Continuously refined documentation to lead change within environment,
also to implement strategies to improve quality of service.
. Prioritized the daily workloads to meet business needs and maximize
customer satisfaction.
. Created and maintained tracking tools to breakdown daily performance per
team member to pinpoint opportunity areas early enough in month to
correct by month-end goal. It was a performance management tool for the
team.
. Trained other peers to utilize concept to gain same results. Brought
last place team to first place within the first year after management
training with creative thinking.
. Support business and customer objectives through excellent customer
service by explaining features and benefits on each call.
. Involved with NECCA forum for gaining insights for call center
development to build best practices from other service organizations.
Innosource, Inc. Independence, OH January
2003 - April 2003
Independent professional staffing agency specializing in call center
recruitment.
Operations Consultant for MOEN Inc.
Reported to Senior Director of Operations. Responsible for evaluating and
revamping the call center operation staff and implement procedures for the
company's Call Center Operations Department. Also to create a continuous
improvement plan for operations processes.
. Benchmarked marked operations overall performance to evaluate and
prioritize beginning steps.
. Created performance metrics to analytically measure systems, software,
and personnel to meet projected objectives.
. Reported findings & made recommendations to department management after
researching solutions to set a plan to achieve that was reasonable, cost
effective, and would met/exceed the planned goal.
. Created a scorecard to allow a combination of reports to summarize
measurable performance on one sheet for easy of use for management.
. Frequently measured performance of department and individuals to
determine positive improvements and make changes and coach through the
opportunity areas.
. Provided call center management with consolidated information to enhance
decisions made regarding call forecasting, modeling, staffing, and
financials. These reports became the backbone of call center operations
and allowed company to more accurately forecast staffing and training
requirements, and show where efficiency adjustments needed required.
. Developed and implemented a "department needs and expectations manual" to
reduce redundant work between team members.
. Also developed plans to achieve optimal customer service by developing,
leading, monitoring, and motivating call center teams.
. Provided leadership, communication, coaching, professional development,
and skills enhancement to the Operations Team Members to execute the
planned strategies.
. Analyzing the department performance, also identifying and implementing
strategies to improve the quality of service.
. Create job descriptions with strong accountability and development
opportunities.
. Communicate through updates regularly on all levels of the organization
to areas.
Xtrasource, Inc., now part of Sento, Inc., Provo, UT
February 1998 - October 2002
Unique third party customer contact solutions company with over 1,000
employees and nearly $60M in revenue.
Senior Account Manager
Traveled with the outside sales staff to client companies to understand and
build the client's customer service needs, expectations, & requirements to
be outsourced, but delivered to customers as if it was in-house.
requirements for client to be based on client customer service expectations
to, document, and report based on client needs. Reported to: VP of Customer
Contact Center & President.
. This role was seen as an extension of the client but in-house,
responsible in the implementation & execution of the plan set and report
back performance.
. Managed 30 client accounts with different various based on client's needs
with five project account managers encompassing multiple contact methods
on a global basis.
. Directed internal departments and managed call center to meet the
expectations of the client companies.
. Scope of services included Live Agent, IVR, email, text chat, and self-
help. Including the building of the call flows and managing of the
resources in area departments dedicated to the projects. The range of
employees were 10 - 80, based on project.
. Led new project implementation team that increased service levels, first
call resolution, and profitability.
. Created a project setup guide that included the operational policies,
processes, and procedures to standardize the call centers.
. Develop close relationships with our customers and understand what it
takes to ensure their success.
. Successful working across all departments as a liaison to communicate
customer requirements and build partnerships across the organization.
. Managed the largest company accounts which were AON WARRANTY (all it's
warranted products) & FUNAI (all products) to name a few.
Call Center Manager
Managed a team of 30 employees in call center to provide technical
troubleshooting. Responsible for all aspects of dedicated client accounts
and customer service requirements within call center. Reported to:
Director of Customer Contact Center.
. Designed and implemented technical call flows to efficiently handled call
volume and create staffing models.
. Maintain a presence as an advocate for customer to ensure trust and
develop strategic relationships with the internal teams.
. Developed an Integrated Voice Response Unit (IVRU), customer service
offering that effectively automated 65% of the call volume.
. Encouraged employee feedback through anonymous surveys to provide
personal development and improve department.
Universal Electronics, Inc., Twinsburg, OH March
1991 - February 1998
Privately owned, now public, company with 1000 employees producing
universal remote controls.
Production & Service Manager
Responsible for all production, inventory, material handling & logistics
for the company's global products handled in-house. Managed the first and
second shift personnel including service tech department, totaling 70
people. Prepared production schedules based upon output requirements and
service specifications. Managed all aspects of the service department,
which included making 'make or buy' decisions for prototyping, engineering
change orders, and upgrades. Reported to Director, Operations.
. Created a Service department within Universal Electronics.
. Analyzed production workflow, increased company production through
increased automation, and reduced line downtime.
. Created training manual for new product lines in the cable industry and
traveled to the customer's site to perform 'train the trainer' classes
with cable installers. Introduction into the customer facing customer
service.
. Structure, inspire & put the organization into action to deliver the
strategic objectives & exceeding goals, supporting our company culture &
vision.
. Leverage partnership with other leaders across company to maximize
performance, lead change, and develop internal talent.
. Driving engagement and supporting across projects and teams through
leadership, by demonstrating teamwork and partnerships.
EDUCATION
Bachelor of Science in Electronic Technology (1/91)
Associates Degree in Applied Science Degree (5/89)
The University of Akron, Akron, OH
COMPUTER PROFICIENCY
Office Software: Microsoft Office Suite, Lotus SmartSuite, ADP / Kronos /
& other Payroll & Time Tracking Systems, All Clear Flow Chart & Design,
also familiar with ISO 9000 & Lean / Six Sigma Management Tools
Call Center Technology: CRM Tools (Siebel, Powerhelp) Webcenter, Microsoft
SharePoint, Integrated Voice Response Units ( VRU / IVR ), Centre Vu
Supervisor for an Avaya G3R Phone Switch & BCMS Viewer for an Avaya G3I
Phone Switch, Virtual Hold Technologies (VHT), Nortel Supervisor, Mitel
Phone Switch w/Prairefyre Reporting, (including performance metrics and ACD
measurements for all phone switches mentioned) Oasis Call Recorder & Live
Monitoring (for Quality Performance), Donlen Vehicle Tracking for Field
Service Technicians (for Vehicle Tracking & GPS Dispatching) and Cisco
Suite including the CCX programming switch tool.
(7) CURRENT PROJECTS
Being worked on now as Director of Customer Service & Business Development
at the Suarez Corporation
(to generate company revenue & profitability)
Bottom of Form
INTERNALIZING OUTSOURCING EFFORTS in NORTHEAST OHIO
November 2013
We are offering COST SAVINGS opportunities here in North Canton, Ohio.
Since we have already occurred the expense for our core primary business,
we are now able to consider offering services to aid you in your business
whether small or large or even on a per project bases or call campaign. We
look at this as the perfect time to take advantage of a call center that is
established with technology updated and in place ready to serve you. We are
suited to have you lease our employees or bring your employees in, consider
it a rent-a-call center.
This includes routing calls to and from your call center. There is no job,
project, or creative idea we wouldn't consider working with you on. We
believe not only thinking out of the box, but breaking out of it, to
broaden new horizons in the industry.
We are no typical 3rd party call center. We understand the importance of
taking care of customers and clients by dedicating our agents to one
client. This is why we have internalizing our outsourcing efforts for our
primary core business. We want to extend our cost savings to whomever is
interested in being their company hero.
This is the right time to consider this opportunity before the first of the
year to cleanup through renovating your existing call center, looking to
build a new one but don't want to go through the expense or simply being
creative for small to large projects. There is no huge IT costs, day to day
management of a call center (unless you want to), and it can be ready to
handle calls for your services or products in a very short turnaround time
period.
Plus NO overseas here, but you have American customer service at oversees
costs. How can we do this, well, call me and I will be more than happy to
discuss it with you and give you a tour.
If the call center is not all you're looking for, we can also connect you
with our Multi-Channel Marketing, Manufacturing etc
I look forward to hearing from you soon. Please send me a message via
LinkedIn if interested.
Manufacturing in Northeast Ohio, be proud to say AMERICAN MADE
As mentioned in my last update, we now have the ability to connect you with
our Manufacturing Facility here in Northeast Ohio. Our manufacturing
facility will be able to assist you in evaluating your current product or
product line, to not only provide you with a price quote at no charge, but
also to provide suggestions on any improvements to drive the cost of
manufacturing it lower without a trade off to the quality of the product.
We try to source out most, if not all, components in the US to try to keep
the integrity of American made and assembled. If interested, please reach
out to me through LinkedIn, so I can make the connection to the right
people here.
MARKET YOUR PRODUCT, GET YOUR NAME KNOWN
MARKETING OPPORTUNITIES! As in previous updates I made mention of Call
Center and Manufacturing Opportunities, I'm proud to announce introducing
Marketing Opportunities as well. Yes, that is correct, allow us to
introduce your product to the market or make a New Year's Resolution plan
to reach more customers this year through our mailing lists or yours via
direct mailing, email blasts, advertisements or infomercials to name a few
ways get the word out. The newest to our list have been the NAMATH
Products, more products to come from Joe through our company this New Year.
So feel free to contact me to get your products introduced and/or reach
more customers. Take control this year of your company's destiny. Hope to
hear from you soon!
LOOKING for PRODUCT to PROMOTE, MARKET, MANUFACTURER & SELL
In the last few updates I mentioned the availability of a call center to
take inbound customer service & sales calls for your product, as well as
outbound telemarketing. The same for marketing, graphics/print shop and
manufacturing products, so what a better time to contact me to get a
product or idea moving in the right direction at one place that can do it
all. Feel free to contact me to get started getting your product out there
and noticed.
GAIN MORE EFFICIENCY from your WORK FROM HOME EMPLOYEES for NO EXTRA COST
March 2014
Work from home models add to flexibility for employees in their schedules &
minimizes the need for your company to have a call center, but you lose
efficiencies most of the time. We have built a business model & dedicated a
call center to support and allow companies an opportunity to use a control
environment to home their local employees in North Canton, Oh and Cuyahoga
Falls, Oh. We have the ability to supply the PC's, internet, phones,
supervisory & if needed leased employees (or yours) to support your mail
fulfillment, data entry and phone calls (Inbound/Outbound Sales, Customer
Service, & Telemarketing). This model would also work for companies not
ready to upgrade yet or in transition due to the windows software upgrade
coming soon. We have already made that decision and would be more than
happy to aid you with the endless possibilities to assist you and your
company.
For those of you that have inquired about projects that were for after
hours and for an appointment setter, yes this does support as low as one
agent models for a part time shift if necessary.
Taking on new campaigns for LEAD GENERATING & SALES for B2B & B2C
July 2014
We are now taking on new campaigns for lead generating and sales for B2B
and B2C. We have turned a call center into a VERY LARGE INDEPENDENT SALE
REP concept cranking out leads and sales for small and large companies.
This has actually replaced sales reps for some. So if interested in hearing
about more please contact me and let's review some agreements to get
started, thank you!
Now able to offer to negotiate your monthly business bills to SAVE you
money!
August 2014
By partnering up with multiple companies we have the ability now to assist
companies on monthly bills from your major carriers for your wireless
services, telecom landlines (office phones), and data bandwidth without
changing equipment, phone numbers, or carriers. We are able to negotiate
these bulk rate discounts for your company because of the growing amount of
companies interested in saving on their monthly bills. So to review your
current billing and to provide you a comparable apples to apples comparison
and negotiate the savings is free to you, whether we can reduce your rate
or not. That's right, it cost you nothing to save money through this
opportunity. We will be able to do the same for gas bills, electric,
lighting and so much more because we have the ability to offer these
services free to you from our partnering companies with the major carriers.
To find out more, please message through LinkedIn and or send an invite to
connect so we can talk from there!
Don't let another month go by paying those high bills if you can save 10%
to 20% or even more, so contact me to start savings today and decide what
you can do with the extra money you will save!
Contact this candidate