Mark Gorog work email
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Mark Gorog personal email
Mark Gorog is a Director Customer Service at Generation Brands at None. He possess expertise in cross functional team leadership, process improvement, management, customer satisfaction, team building and 29 more skills. Colleagues describe him as "Mark is outstanding at seeking to understand the “Voice of the Customer” and working cross-functionally to develop innovative ways to meet customer expectations balanced with the needs to achieve internal business objectives." and "I enjoyed a lot work with Mark, he has a huge sensibility and humor sense, he also delivered outstanding results in Customer Service for Diversey improving processes and approaching in the best way our company with our customers and final users. He has the ability of understand minimal customer needs in front of the company, he was like the guardian of the quality and good service of service for our customers. Mark definitely is a great strategist and was a pleasure work with him."
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RetiredNone Jan 2020 - Present
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Semi Retired (Consultant)Sagin, Llc May 2019 - Jun 2021Chicago, IlProvide Sagin clients with customer service best practice documentation, contact center design and implementation, workforce optimization design and implementation, quality management design and implementation as well as contact center analytics. Also assist clients with contact center technology and telecom selection. -
Director Customer ServiceGeneration Brands Nov 2014 - May 2019Skokie, Il -
Customer Service / Contact Center ConsultantSagin, Llc Apr 2014 - Nov 2014Greater Chicago AreaProvide Sagin clients with customer service best practice documentation, contact center design and implementation, workforce optimization design and implementation, quality management design and implementation as well as contact center analytics. Also assist clients with contact center technology and telecom selection.
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Director, Customer ServiceProtective Life 2012 - 2013Bannockburn, IllinoisDirector, Customer Service for Protective Asset Protection.Direct all customer support functions supporting vehicle service contracts for North America at 2 contact centers. Led contact center transformation project for the asset protection division that included design and implementation of Avaya Aura Contact Center v6.3 and Verint Impact 360 v11.1 for 110 representatives at 2 locations, implemented March 2013. -
Director, Customer Service AmericasDiversey Inc (Part Of Sealed Air Corp) 2006 - 2012Racine, WisconsinDirected all customer service support functions supporting Diversey business in the Americas with annual sales of ~$1 billion (Diversey $3.3 billion) at 4 contact centers across North America. Led 4 direct reports and 77 indirect reports with annual budget of $4.9 million. Directed Latin America customer contact centers located in Buenos Aires, Argentina, Sao Palo, Brazil and Mexico City, Mexico.* Standardized customer service functions globally by representing Americas region on global Customer Service OEG (Organizing for Efficiency and Growth) team with other Regional CS Directors. Developed 2-year plan to achieve customer service future state and evaluated outsourcing options for non-customer facing activities. Designed global Customer Service training program, also selected Oracle on Demand as global CRM system.* Directed in house Technical Customer Service function for North America. Included handling product inquiries, complaints and troubleshooting chemical dispensing equipment, dispatching field service as needed. * Led all customer support including: management of 350,000 incoming calls annually as well as the processing of over 400,000 orders annually.* Led North American Diversity and Inclusion Council (member Global Council). Implemented Diversity and Inclusion strategy developed by global council within North America and executed training of over 100 corporate based employees on Diversity and Inclusion training.* Drove continuous improvement in service by collaborating with Six Sigma Lead on development of a Customer Service Maturity Scorecard that was piloted in Brazil, Mexico and North America. Scorecard rates the as is of key customer service attributes which resulted in the development of 2012 annual objectives. -
Director, Quality & Customer ServiceRust-Oleum 1998 - 2006Vernon Hills, IlinoisDirected all customer service, consumer support and pricing administration functions supporting a consumer business, an industrial business and an international business group with annual sales of $425 million. Managed 4 direct reports and 40 indirect reports with an annual budget of $2 million. Led corporate quality initiatives at corporate headquarters and 3 U.S. manufacturing facilities which included ISO certification, quality training. Directed all corporate quality initiatives, corporate problem solving, manufacturing process improvement, and internal quality teams.* Led all customer and consumer support including: management of 80,000 incoming Customer Service calls annually; all consumer correspondence of 160,000 incoming calls; 20,000 letters and e-mails annually; and order processing of 175,000 orders annually.* Designed and staffed, over a 6 month period, a 10 seat call center supporting The Home Depot at Home Service as part of Rust-Oleum Service Company. Call center handled 100,000 calls annually.* Improved order entry processing to less than 8 hours and improved call answer rate to over 98% by developing and implementing a Customer Service restructuring plan to support Consumer Business Group and Industrial Business Group. Established four teams: Technical Service; Order Management; International Customer Service and Customer Service. Also improved response time on consumer e-mails to less than one day.* Improved call placement accuracy of incoming calls by selecting and implementing Cisco IPCC Express call management system through use of skill based routing. * Played key role in selection and implementation of SAP R/3 v. 4.6B, fully integrated company wide ERP system. Developed extensive knowledge of sales and distribution module of SAP. -
Director, Consumer ServiceIn-Sink-Erator 1995 - 1998Racine, WisconsinDirected internal consumer support functions for company and supported field service product network including: In-Sink-Erator ServiceLine Call Center with 310,000 incoming calls annually; 30,000 warranty claims processed annually; technical publications; technical training and service parts management. Implemented AT&T (Lucent) Definity PBS G3V4, AT&T Conversant Voice Response V5 and AT&T Call Management System R3V2. Participated in selection and implementation of JD Edwards, ERP system. -
Manager, Customer ServiceTenneco (Formerly Walker Manufacturing) 1986 - 1995Racine, Wisconsin
Mark Gorog Skills
Mark Gorog Education Details
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Business Administration And Management, General
Frequently Asked Questions about Mark Gorog
What company does Mark Gorog work for?
Mark Gorog works for None
What is Mark Gorog's role at the current company?
Mark Gorog's current role is Director Customer Service at Generation Brands.
What is Mark Gorog's email address?
Mark Gorog's email address is ma****@****ast.net
What is Mark Gorog's direct phone number?
Mark Gorog's direct phone number is +184790*****
What schools did Mark Gorog attend?
Mark Gorog attended University Of Wisconsin-Parkside.
What skills is Mark Gorog known for?
Mark Gorog has skills like Cross Functional Team Leadership, Process Improvement, Management, Customer Satisfaction, Team Building, Crm, Customer Service, Call Centers, Continuous Improvement, Strategic Planning, Training, Six Sigma.
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