Michael G. Kovalchin

**** ********* *****, *****, ** 44319

330-***-****

acoq7v@r.postjobfree.com

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