Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gary Pelczar

Brick,NJ

Summary

Customer Experience Director with two decades of experience in leading retail and call center operations. Strong background in managing diverse teams, complex financials, and performance metrics. Skilled in addressing high-level escalations, including legal and consumer affairs, while fostering team cohesion and process optimization. Delivers consistent performance reports and strategic insights to senior leadership.

Overview

20
20
years of professional experience

Work History

Director of Customer Experience

Raymour & Flanigan Furniture
09.2010 - Current
  • Directed operations for customer experience across multiple sites, leading a team of over 10 managers and 15 fleet support staff.
  • Managed departmental budgets effectively, achieving both cost savings and productivity enhancements.
  • Collaborated with legal, BBB, and consumer affairs to address escalated customer issues efficiently.
  • Owned accountability for KPI performance in areas such as CSAT, retention, and resolution time.
  • Initiated regional training programs that significantly lowered turnover rates and boosted CSAT by over 10%.
  • Developed tailored reporting tools to track KPIs and drive team improvement efforts.
  • Ensured consistent compliance with service quality standards across all locations.
  • Presented regular updates on key service metrics to senior leadership.

Customer Service Manager / Floor Set Manager

Jason’s Furniture
08.2005 - 08.2010
  • Led customer service and showroom presentation in a high-volume store
  • Managed a 15+ person team, improving retention and customer satisfaction
  • Resolved escalations and boosted issue resolution rates
  • Reduced operating costs by optimizing team workflows
  • Worked closely with sales to enhance the customer experience in-store
  • Managed a team of sales representatives to achieve monthly and quarterly sales targets.
  • Provided ongoing coaching and mentoring to the sales team, fostering a positive work environment that promoted professional growth.

Education

High School - undefined

Jackson Memorial High School
Jackson, NJ

Skills

  • Leadership & Oversight – Directs 10 managers and 12 supervisors across regional operations
  • Customer Experience – Expert in escalation resolution, service recovery, and satisfaction improvement
  • Multi-Unit Operations – Leads multiple retail and service locations with cross-functional coordination
  • Performance Management – KPI tracking, service metrics, and team accountability
  • Budget & Resource Control – Budget planning, cost management, and efficient allocation
  • Strategic Planning – Cross-department execution, policy creation, and long-term vision
  • Process Improvement – Training, workflow updates, and issue resolution systems
  • Reporting & Analysis – Data-driven strategy, dashboard reporting, and executive updates

Timeline

Director of Customer Experience

Raymour & Flanigan Furniture
09.2010 - Current

Customer Service Manager / Floor Set Manager

Jason’s Furniture
08.2005 - 08.2010

High School - undefined

Jackson Memorial High School
Gary Pelczar