Charlee Ruszczyk
Ellicottville,NY
Summary
Visionary and dependable operations leader with 12+years experience in contact centers, operational analysis, and supply chain, with a particular bias toward customer support operational management and meeting challenging deadlines. Enthusiastic team player with a strong work ethic and complex problem solving skills; who is also devoted to exceeding expectations and driving continuous improvement.
Overview
13
13
years of professional experience
Work History
Vice President, Customer Support
CardWorks Servicing
Home Based, USA
04.2025 - Current
- Championed the launch of a new multi-line-of-business customer support site, expanding operational capacity while improving customer experience, strengthening performance across key service metrics, and optimizing operating costs
- Led the transformation of agent onboarding and workforce capability strategies to support a major customer conversion, enabling operational readiness, accelerating proficiency, and ensuring a seamless customer transition
- Developed and executed a strategic servicing model by launching a non-affiliate client within an existing BPO partnership, increasing operational flexibility, optimizing vendor utilization, and delivering meaningful cost efficiencies
- Executed cross-functional initiatives with Complaints, Compliance, Quality, Marketing, and Customer Experience teams to continuously enhance the customer and agent experience, strengthen risk management, and improve service delivery through data-driven operational strategies
- Driving the evaluation and exploration of AI-enabled text analytics solutions to modernize Voice of the Customer (VoC) capabilities, accelerating insight generation, reducing manual effort, and enabling faster, data-informed business decisions
Assistant Vice President, Virtual Site Leader
CardWorks Servicing
Home Based, USA
07.2022 - 04.2025
- Directed a geographically dispersed team of virtual site leaders, driving operational excellence and continuous improvement across key customer support KPIs, including NPS, CSAT, PROF, AHT, Adherence, Transfer Rate, Quality, and Attrition
- Oversaw strategic partnership and performance management of BPO vendor, optimizing operational efficiency, strengthening service delivery, and driving cost-effective customer support operations
- Designed and implemented a Voice of the Customer (VoC) verbatim response program, leveraging customer insights to identify experience trends, improve operational performance, and influence cross-functional enhancements
- Spearheaded the launch of a new Business Continuity Planning (BCP) customer support site, standardizing processes and improving operational consistency across onshore and nearshore support organizations
- Led enterprise-wide RFI/RFP initiatives to evaluate and optimize BPO site strategy, negotiate enhanced commercial agreements, and strengthen long-term strategic partnerships with service provider
Sr. Contact Center Vendor Manager
Philips, Americas Contact Centers
Home Based, USA
10.2020 - 07.2022
- Responsible to manage the selection and performance of third party contact center providers/partners (BPO’s) including all aspects of performance (financial, quality, compliance)
- Supported multiple Philips Businesses, leveraging one or more providers across multiple locations
- Responsible to deliver service at targeted or better Key Performance Metrics including AOP, NPS, Emotion, Compliance and Quality for key businesses across the North American Market
- Advocated for consistent support, platform performance, and improvements to CRM systems, reporting, and contact center systems/tools for better agent execution and customer satisfaction
- Partnered with key internal stakeholders and global team to drive process improvement and call center efficiencies, leading to a better consumer journey through the contact center
- Partnered with vendor(s) to understand and improve service pain points and execution challenges
Vendor Manager, Personal Health & Dental
Philips, Americas Contact Centers
Home Based, USA
04.2019 - 10.2020
- Worked closely with 3rd party vendor, Teleperformance, to deliver contact center services for Personal Health and Dental Professional business units in the North America Market
- Ensured vendors’ SOW compliance by tracking and managing performance against agreed upon SLAs and other terms of the service contract
- Accountable for delivering against benchmarks of KPIs, such as Service Level, Quality, Compliance, Revenue, NPS, and Emotion
- Drove enhancements to call center efficiency and the consumer care experience by partnering with internal business leaders to improve processes
- Teamed up with workforce management teams to understand staffing forecasts and ensure oversight of daily operations
- Partnered with training/curriculum development team to create and improve contact center curriculum, knowledge management tools, and supporting resources
- Mitigated business risk and improve delivery of services by collaborating cross-functionally with various teams, such as Quality & Regulatory, Procurement, Marketing, Legal, and Finance
Inbound Sales and Service Supervisor
Philips Oral Healthcare
Stamford, CT
10.2017 - 04.2019
- Continuously developed a team of 10 Inbound Sales and Service representatives by conducting daily coaching sessions, utilizing NPS responses, and creating interactive activities and learning tools
- Drove continuous, sustainable improvement by utilizing Daily Management and Lean tools such as the Pareto Principle and Problem Solving Trees
- Created and evolved an Excel based operational tracker for the Inbound Sales and Service Department
- Maintained, analyzed, and reported operational metrics for the Inbound Sales and Service Department to identify areas of opportunity for improvement
- Teamed up with Stamford's Lean Master and Philips' Home Monitoring team to develop and implement strategic staffing schedules and changes to the hours of operation
- Completed Basic Lean Certification and Matrix Best Seller Training
- Grew and developed the partnership with 3rd party vendor, Teleperformance, by strategically training, planning, and executing the successful transition of the Dental Professional Inbound Sales and Service Campaign
Customer Service Supervisor
1st Source Servall
Depew, NY
12.2014 - 10.2017
- Managed customer service agents on phone, email, and order entry queues
- Developed training curriculum for customer service agents
- Collaborated with management to resolve customer escapations
- Improved branch service and sales by implementation and execution of secret shop program in 25+ branch locations
- Decreased receiving turnover time and streamlined receiving process by studying, improving, and executing an analysis of the company's supply chain and receiving process
- Achieved customer satisfaction by working directly with warehouse employees and sales agents
- Reduced customer wait time by 2 minutes and improved response quality by creating a quality assurance program
- Contributed to lowering distribution center errors by 57% by developing a "Proudly Packed By" program
Customer Service Representative
1st Source Servall
Depew, NY
01.2014 - 01.2014
- Developed positive brand image by refocusing on customer relations and team development around customer satisfaction
- Engaged closely with major accounts, such as Best Buy, by creation of key account teams to hit weekly goals and ensure quality of services provided
- Built customer rapport while creating outcomes in the best interest of both the customer and company
Education
MBA -
St. Bonaventure University
St. Bonaventure, NY2014
BBA - Marketing
St. Bonaventure University
St. Bonaventure, NY2013
Skills
- Enterprise Contact Center Operations Strategy
- Customer Experience (CX) Transformation
- Global Vendor Strategy & BPO Governance
- Strategic Sourcing, Contract Negotiation & Commercial Management
- Operational Excellence & Business Transformation
- Continuous Improvement & Process Optimization
- Data Analytics, KPI Strategy & Executive Decision Support
- Financial Planning, Budget Management & Cost Optimization
- Workforce Strategy & Organizational Effectiveness
- Executive Leadership, Talent Development & Succession Planning
- Cross-Functional Leadership & Executive Stakeholder Management
- Voice of the Customer (VoC) & Customer Journey Optimization
- Customer Retention, Loyalty & Lifecycle Strategy
- AI-Enabled Contact Center Innovation & Digital Transformation
- Business Continuity Planning & Operational Risk Management
- Change Leadership & Large-Scale Program Execution
Timeline
Vice President, Customer Support
CardWorks Servicing
04.2025 - Current
Assistant Vice President, Virtual Site Leader
CardWorks Servicing
07.2022 - 04.2025
Sr. Contact Center Vendor Manager
Philips, Americas Contact Centers
10.2020 - 07.2022
Vendor Manager, Personal Health & Dental
Philips, Americas Contact Centers
04.2019 - 10.2020
Inbound Sales and Service Supervisor
Philips Oral Healthcare
10.2017 - 04.2019
Customer Service Supervisor
1st Source Servall
12.2014 - 10.2017
Customer Service Representative
1st Source Servall
01.2014 - 01.2014
MBA -
St. Bonaventure University
BBA - Marketing
St. Bonaventure University