Download PDF

Ron Mozalewski, Mba, PMP, Phr

Call Center Operations and Customer Care Executive

Summary

I am a customer care executive with a successful background of business process improvement and leading  multi site call center operations and customer service teams. As a customer focused P&L executive, skilled at making continuous improvements in efficiency, team engagement, my organizations have consistently improved customer satisfaction and retention, increased sales, and reduced the cost to serve. Proven ability to solve complex problems, design workable strategies, and lead successful solutions from concept to completion. A developer of employee and managerial talent, building engaged organizations that are customer centric, and that achieve results beyond requirements.

Work experience

2015Present

Director, Business Consulting Services - Customer Care Operations

Walgreen Co.

Promoted to lead the multi site omni-channel contact center strategies related to revenue growth, cost savings  and customer satisfaction. Transform the customer experience across inbound and outbound telephony, email, chat and social media, 1B annual contacts, lowering the cost to serve and reducing customer effort. Drive effectiveness of contact center programs by evaluating and improving processes to deliver attainment of KPI performance excellence.

 

  • Delivered $15M in run rate savings through program oversight optimizing the customer care support model.
  • Designed and managed the implementation of the StoreCare+ call center service model supporting 8200 stores and enabling $10M annual savings with improved time to resolution for store issues across the chain.
  • Developed and led the Shared Services Support Model consolidation eliminating redundancies while improving efficiencies through greater rigor in operational processes resulting in $40M savings over 5 years.
  • Delivered blended cost per contact 18% below budget in NPS score 106% of fiscal year target.
20112015

Program Manager - Customer Care Operations

Walgreen Co. 

Recruited and promoted as a consultant, and hired by client company to develop the strategies and lead contact center programs to transform the multisite customer care operations. Provide day-to-day strategic,   financial/budget and KPI management oversight of call centers supporting all clinical operations.

 

  • Developed the national contact center expansion strategy reducing center lease cost by 30% through site consolidation, introduction of technology, work at home agents and channel shift to lower cost channels.
  • Saved $4.1M through operational analysis of new business integration and annual cost savings of $2.1M.
  • Identified $3.1M in annual cost savings by consolidating sites, organizational restructuring and led execution of strategies achieving a 31.6% savings in cost per contact.
20112011

Regional Vice President

USIS 

Managed multi state contact centers and field operations workforce of 475 employees covering 14 states to ensure achievement of the financial objectives by managing a P&L of $77M, controlling expenses and ensuring effective deployment of resources.

 

  • Initiated broad based strategies to immediately reduce operational expenses and increase productivity to minimize EBITDA miss due to significant reduction in government spending that reduced revenue.
  • Provided guidance and training to District Managers and Team Leaders to drive tactical plans that resulted in improved quality, customer satisfaction, reduced rework, improved margins & higher employee engagement.
20062010

Regional Director of Operations

Empire Education Group

Recruited to lead expansion in the Midwest, develop Site Directors and improve the financial, service and sales results of the region and acquired businesses. Responsibilities included leadership to 145 multi state employees, 11 locations, $20.5M P&L, sales of $25M and consistent achievement of financial and operating metrics.

 

  • Consulted with the executive team on creation, process, and technology of corporate call center creation.
  • Selected to lead a call center process improvement team to provide recommendations on agent staffing, analysis of results, agent training and best practices to drive improved performance and sales results.
20052006

Senior Operations Manager

Nicor Services/IBT Solutions

Direct all aspects of the multi site service centers with 180 managers and representatives to achieve customer service expectations coupled with service level and sales goals. Manage customer service, IT, QA, training, sales operations, and account management to drive revenue growth and customer satisfaction/service goals.

  • Achieved highest Key Performance Indicator and service performance through development of operating procedures and departmental processes resulting in J.D. Power & Associates Outstanding Service Award.
  • Improved sales per call by 150% through a process oriented approach measuring, individual and departmental performance with resultant coaching and training to improve representative performance.
  • Restructured organization to align teams to meet business needs and P&L objectives. Implemented and trained leadership team on staffing, performance management, training, and salary administration. 
20042005

Client Relations Executive

ADP, Inc

Promoted to direct $38 million P&L, 130 managers/associates across five sites servicing 22,000 clients.Managed financial results by controlling expenses and partnering with sales teams to develop and achieve revenue and sales plans; formulate and implement strategies to enhance client satisfaction and retention.

Earned Best in Class Award for five consecutive years which measured profitability, client retention, client satisfaction, and new client satisfaction. Received 2 Board of Directors Awards for business results.

  • Retained $5.8 million in first year of client retention program rollout by pioneering best practice program which was implemented enterprise-wide.
  • Partnered with regional sales executives in new product training, promotions, client referrals, and client management, to achieve $10 million sales quota with appropriate product mix, and client retention goals
  • Delivered 75% increase in revenue, exceeded NOI targets, through client base growth to 22,000 despite economic downturn. Hired and developed new managers to accommodate staff growth.
  • Achieved top 25% industry-wide rating for employee satisfaction (Gallup Q12) by realigning unit and boosting associate retention to 86% in high turnover environment. 
19982004

Area Vice President

ADP, Inc

Promoted to lead four regional offices in Midwest representing $24 million in revenue, with 100 associates servicing 13,000 clients. Responsible for achieving sales, revenue, expense, and NOI targets.

  • Directed improvement of locations to exceed all financial, client satisfaction, and client retention targets consistently year over year. Under my leadership, multiple offices achieved President’s Club Awards.
  • Partnered with executive leadership team to set business strategies for sustained growth.
  • Managed consolidation of five call centers/operational units, completed full integration in eight weeks; resulting in annualized savings of $500,000 and improved results, services, and operations.
  • Achieved top regional client satisfaction ranking and led all offices in customer retention by developing an account management program to create exit barriers and maintain strong business relationship.
  • Established metrics to measure results, conduct trend analysis, and develop resultant strategies to drive performance improvements in service levels and quality of associate performance.
19971998

Service Center Director

ADP, Inc

Recruited by former employer to turnaround struggling regional flagship location. Managed Chicago Region with P&L of $8 million, 40 managers and representatives servicing 4500 clients.

  • Achieved Most Improved Award based on substantial improvements in new client satisfaction, existing client satisfaction, client retention, and sales results within first twelve months by developing strategies and supporting processes to reduce client churn, improve call center results, and operational efficiencies.
19961998

Adjunct Faculty

National Louis University

I taught Introduction to Business and Human Resources in the Bachelors Degree Program and I taught Current Issues in Human Resources in the Graduate Degree Program.

19961998

Adjunct Faculty

Lewis University

I taught the following classes in the Bachelors Degree program.

  • Introduction to Management
  • Introduction to Marketing
  • Strategic Management
  • Service Management
19951997

Sr Data Center Operations Manager

Safeguard Business Systems

Recruited to provide P&L and general management leadership to a staff of 35 including customer service, operations, and sales support staff. Develop and directed operating plan and regional strategies.

  • Reversed $1.6 million loss and attained profitability within 18 months by recommending and implementing staff restructuring, operational enhancements, and national information system consolidation.
19801995

Client Services Manager - Employer Services Division

ADP, Inc

Client Services Support Manager and Client Services Manager, Employer Services Division(1989-1995)

Client Services Manager, Accounting Services Division(1987-1989)

Operations Manager, Supervisor, Group Leader, and Balancer Accounting Services Division(1980-1987)

Education

Sep 1992Jan 1995

MBA

Lewis University, Romeoville, IL

Concentrations in Marketing and Human Resources

Sep 1989May 1992

BA

Lewis University Romeoville, IL

Graduated with High Honors

May 2006Aug 2006

Certificate

Northern Illinois University

Six Sigma Green Belt

Mar 1997Jun 1997

Certificate in Quality Management

DePaul University

Certifications

20132019

Project Management Professional (PMP)

Project Management Institute (PMI)
20052018

Professional in Human Resources (PHR)

HR Certification Institute (HRCI)