Mark Maliszewski Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc

Leader of a 100+ member contact center providing service and information to city and county residents for non-emergency government services. Project Manager or Operational Lead for several high profile, high impact efforts including:- Avaya to Cisco telephony platform conversion- Developed detailed business requirements for as-is and to-be environment. Led design effort to ensure customer impact was mitigated, re-designed call flows, IVR scripting and messaging for incorporation in new platform. Led the reporting and data mining efforts to provide comprehensive information regarding customer and partner results. Transition was seamless to customers and partners. -Natural speech recognition Interactive Voice Response- Designed, scripted and implemented IVR to service utility account holders providing inquiry ,balance and payment options. Program now services over 300 K calls annually, reducing enterprise cost and calls to agents.-Outbound Courtesy Call program- Led intra-department team to replace legacy system leveraging existing IVR technology to increase contact to delinquent account holders. Program successfully contacts customers at a higher rate, reducing overall delinquency rates and dispatched resources-Service delivery transition: Leader of effort to incorporate 14 different service request types into existing contact center operations; effort significantly increased customer first call resolution and consistency of service while reducing enterprise expenses.-Change in operational hours from 24/7/365 to 7 am to 8 pm 365 center: Created and managed plan to obtain city leadership and partner buy-in to reduce center’s operating hours. Re-designed all call flows and created after hours servicing options to minimize customer impact. Created all partner and customer communications, performed testing on all new call flows, and conducted data analysis to measure impact of change.

Lead a cross functional team to create and manage the people, process, and technology infrastructure for an Educational Private Loan sales, origination and servicing operation

Strategic Operational Consulting in the contact center industry, including workflow and staffing analysis, process improvement and resource alignment to achieve quality, efficiency and effectiveness goals. Retained by Fortune 100 Financial Services organization and National Life and Health Insurance Company to perform operational reviews of inbound / outbound sales and service call and operations centers.

Internal consultant to corporate call center community. Developed standardized world class practices and principles for workforce management, quality call monitoring,workflow and process improvement initiatives and technology implementations.Designed,developed and implemented an operational review process used to evaluate call center performance from a People, Process and Technology perspective. Action plans are developed and executed towards achievement of World Class call center performance.Established multi-product contact center. Designed, developed and implemented the people, processes and technologies infrastructures for a multi-channel contact center. Hired management and line staff, developed job responsibilities and compensation plans, established and documented procedures and process flows, participated in model office testing. Responsible for integrating new clients, products and processes by interfacing with internal and external stakeholders at senior executive levels