John Makowski Email & Phone Number

United States

Strategic lead managing CCaaS/UCaaS consulting teams driving omni-channel improvement delivering Customer Experience and Business Optimization Solutions to Fortune 1000 companies and through a combination of strategy, technology, operations, and change management solutions.

Management Consultant delivering Customer Experience and Business Optimization Solutions to Fortune 1000 companies and government agencies through a combination of strategy, technology, operations, and change management solutions. Subject Matter Expert to project teams in Customer and Contact Center operations delivering customer care processes, organizational design, information technology strategy and implementation, performance metrics, and change management solutions.

Washington D.C. Metro Area

Advisor delivering Strategy and Performance Management recommendations and development of business case models to support strategic vision. Focus on Government and Commercial clients.- Program RFP execution and delivery planning of Oracle and Saleforce CRM implementations in the commercial sector. Current focus spans Contact Center & Back Office Transformation, Business Operations Governance and Program Management in customer operations- Developed multi-year customer experience assessment and SaaS RFP response for a Retail Client proposal including customer strategy, experience assessment, segmentation model, and system implementation- Defined Third-Party Risk Management and Change Management components of a governance structure for a privately held Regional Energy Company to support geographic expansion into new markets- Defined Quality Assurance program guidelines and reporting for a Private B2B Call Center Agent Command Center supporting multiple Travel & Entertainment and Hospitality clients in East/West Europe- Developed Program Structure and Foundation Executive Balanced Scorecard for Non-Profit initiatives to support citizen health and education services targeting elimination of urban generational poverty- Strategic SME providing B2B and B2C customer interaction strategic visioning for Private Equity REIT commercial investment launch and Venture Capital Real Estate Agent Services (concierge agent model)

Washington D.C. Metro Area

Strategic consulting client relationship executive responsible for sales support and the management of multiple delivery teams. Drove programs that focused on process and technology improvement associated with customer operations to achieve strategic goals. - Account Delivery Lead responsible for a multi-year program to establish and operate a dedicated team for Consumer Response production support within the Consumer Finance Protection Bureau (CFPB) using the Oracle Service Cloud platform- Developed a customer service assessment and roadmap for AARP Life Reimagined to manage support functions of a greenfield business start-up; Assessment included development of a long-term strategic framework for an aggressive growth ramp in support of third-party partnerships- Development of an RFP, scoring execution, site visit, and selection process for a second contact center vendor for Walmart Sam’s Club member service to provide two vendors ramping from 325 steady state to 700+ peak agents- Assessment team SME for evaluating current telesales contact center capabilities (180+ agents at peak) for Independence Blues Cross Business Units. Assessment included developing and modeling operating solutions, financial analysis, and scorecard simulations to improve sales efficiency and effectiveness while reducing operational costs during annual enrollment- Developed the CRM system business requirements for an Oracle Service Cloud platform solution at Walmart Sam’s Club. Effort included the base requirements and future state system architecture used for initiating agile development lifecycle sprints- Collaborated on an optimization program to transform Covered California Affordable Care Act program 300+ agent service centers to support citizen interactions. Role responsibility included assessment of existing customer experience process and functions to identify agent and environment opportunities in desktop efficiency, call routing, back office process, and knowledge base

Greater Detroit Area

Advisor tasked with executing short-term consulting engagements, including Finance / Performance and Governance / Program Management Office (PMO) establishment. - Developed B2B Sales Program for Regional Fitness Coaching / Training business driving 300% growth to new business clients in support of expansion into new markets to support reducing company healthcare costs - Executed customer experience assessment for an Oakland County empowerment program targeted at seniors including 9 process definitions, 4 scripts, and definition of customer engagement model- Supported Non-Profit Humanitarian Programs in education (curriculum development, student orientation), generational poverty (mentoring, tutoring), and student mentoring (strategic planning, business leadership)- Developed Business Case Study training content for Educational Foundation student training workshops; Facilitated training session to map out content delivery and scoring process

Greater Detroit Area

Executive tasked with helping to shape differentiating strategies, marketing and customer service options, and the implementation of solutions. - Business Operations Lead of the Accenture Customer Relationship Management Global Service Line including Governance, Financial Management, Strategic R&D, and Opportunity Pipeline- Led the program operations for the Accenture Driving Growth go-to-market effort to expand global market entry points across client growth dimensions – current customer base expansion, new customer acquisition, global market expansion- Defined and launched an over-all Customer Care Program Office at Best Buy to support a 3-year transformation. Program reduced costs, improved margins, and supported current / future operations and growth- Developed the end state strategic platform Customer Operations B2B Target Operating Model for CUNA Mutual Group to leverage across product and functions to support member credit unions. Led the team that defined the governance and operations model and outlined the strategy on Customer Care Vision, Operational Scorecards, and in-source/out-source model- Directed the implementation program office and process transformation for a multi-year $100M re-platform initiative and call center consolidation at Washington Mutual Bank. Led the development of 60+ standardized customer experience transaction processes for 4 functional areas- Orchestrated the launch of 8 Greenfield Customer Service Centers as an implementation manager for a $100M+ Ford Motor Credit transformation effort. Consolidated 148 local branches into the 8 regional customer service centers (2000+ seats) across North America- Executed the implementation and operation of a Program Office for the first network corporate card launch in the United States for American Express. Acted as the coordinating body for 145 resources in multiple business and technology groups coordinating the first ever launch of a network card product for the travel industry

Greater Detroit Area

Managed multiple business operations and technology implementation projects for North America operations.- Developed business requirements and selection criteria for General Motors Global Logistics Pipeline B2B vendor supply chain effort. Reviewed business needs and selected vendors for security access and batch report scheduling functionality for global client/server application- Supported the customer in-take business launch of the GM Card, most successful and fastest growing co-brand card in credit card industry history. Worked with the financial partners, card partners, telemarketing vendors, and the dealer network to support the U.S. and Canadian launch and activation of card products

Greater Detroit Area

Developed Merger & Acquisition financial analysis, board reports, division profitability reports, and new product business cases.- Developed profitability reviews for various bank divisions including branch, consumer loan, residential mortgage, and investment portfolios- Developed monthly and quarterly Board Reports and variance analysis for the Southeastern Michigan affiliate banks- Managed the Community Board reporting staff and was responsible for the management and enhancement of the Southeastern Michigan Community Board reporting pilot program to report branch performance through income statement and balance sheets for various community regions.- Created a computer-based system to support the bookkeeping function of the Boys and Girls Club of South Oakland County. With more than $2 million dollars in annual operations costs the club affiliate was one of the wealthiest Boys and Girls clubs in the early 1990s, and needed processes that would hold up to the most stringent of community service audits

Mba, Business Strategy, Finance, And Management Information Systems

Activities and Societies: • Alpha Kappa Psi Professional Business Fraternity • Oakland University Alumni Association

Bachelor’S Degree, Finance And Management Information Systems

Activities and Societies: • Alpha Kappa Psi Professional Business Fraternity • Financial Management Association • Management Information.