Janel Cwikla
Director Level Contact Center Professional
Chicago,IL
Summary
Talented Contact Center professional with demonstrated strengths in customer satisfaction, time management, and employee retention. Looking for the opportunity to bring my experience and enthusiasm to create a truly world-class team based on trust; empowering our team members through continued development and innovation. The end goal would be a team of professionals with a commitment to building an organization that people want to be a part of and that they understand and appreciate how their contributions are meaningful. Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.
Overview
24
24
years of professional experience
Work History
Director, Customer Support
BigTime Software
07.2022 - Current
- Achieved remarkable turnaround of underperforming divisions through strategic leadership and restructuring.
- Improved Customer Satisfaction (CSAT) from 67% to over 90% consistently through strategic leadership and process improvements, fostering a high-performing and customer-centric support environment.
- Reduced operational risks while organizing data to forecast performance trends.
- Improved and maintained First Contact Resolution (FCR) to over 80% with a reopen rate of less than 10%, ensuring efficient and effective customer support through strategic process enhancements.
- Cultivated a positive work environment that fostered employee achieving an employee engagement survey score of over 80% consistently over 4 cycles and maintained employee churn at less than 10%, fostering a positive and stable work environment through effective leadership and engagement strategies.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Fostered culture of innovation, encouraging development of cutting-edge solutions.
Team Manager of Customer Support
Workiva
4 2021 - 4 2022
- Managed a team of remote technical and customer service representatives in a multi-channel environment
- Elevated team productivity-increasing our SLA attainment to +89% and performance using improved training and motivational strategies
- Maintained consistently high customer satisfaction ratings (+96%) through proactive service management strategies
- Launched the Support Culture and Recognition Committee.
Sr Operations Manager Strategic Initiatives
SMS
09.2018 - 01.2020
- Launched new 400 seat Contact Center from pre-day one
- Determined the strategic direction and growth of the Customer Solution Center
- Assessing future strategic processes that could be used to improve Contact Center operations and our associate experience
- Spearheaded cross-functional projects to improve processes and create new business cases to support initiatives that will drive financial and operational excellence that align with the company's strategy for growth.
Manager Customer Support
Pampered Chef
10.2017 - 05.2018
- Restructured the department teams and roles to provide a more stable environment for team based on continuous improvement training and development
- Redesigned coaching program including formal side by sides and development sessions based on SMART goals
- Improved CSAT by 17% since the implementation of changes.
Contact Center Manager - Click 2Chat
Grainger
03.2016 - 10.2017
- Designed and implement an end-to-end routing strategy for Grainger digital customers to multichannel engagements
- Enhanced the multi-channel routing plan that increased customer satisfaction while producing net positive benefits to the company's online sales
- 100% increase in Chat Conversion Rate / 42% increase in Chat Revenue / 30% increase in overall Chat volume / 130% increase in the Sales/ Checkout /Registration queues / 11% increase in Utilization / 42% increase in concurrency / 65% of website revenue is incremental Chat revenue.
Director of Service Support
TCGRx
03.2015 - 12.2015
- Contributed to the CIO / VP of Customer Service, managed, developed, and maintained the activities, processes, technology, relationships, and strategic direction necessary to create a world-class customer experience through the support and service function
- Managed a team both in a call center and field service operations delivering a comprehensive customer experience to pharmacies and hospitals
- Maximized the day-to-day operation and the strategic direction to maintain an excellent customer experience through innovative processes and multi-channel management.
Manager of Technical Support
Omnicell, Inc
12.2013 - 03.2015
- Managed the staff and operate multiple locations
- Improved customer support efficiency by streamlining team support activities and standardizing responses to common questions and problems
- Focused on team member development, training, coaching, and evaluation resulted in achieving customer satisfaction ratings.
Manager Customer Support
Rand McNally
08.2011 - 12.2013
- Maintained visibility across all accounts and ensure successful, effective, and timely execution of all deliverables and compliance with contractual commitments
- Improved back-end sales processes through successful coordination with sellers, sales management, and operations traffic teams.
Customer Service Manager
SVM, LP
06.2009 - 08.2011
- Managed both an in-house and outsourced call center for the premier gift card and egift card marketing and distribution company in the country
- Surpassed KPI (Key Performance Indicators) standards set by contract with our partner companies, while ensuring that quality of service is maintained and that financial objectives are met.
Manager Contact Center
NAVTEQ
05.2000 - 03.2008
- Created a new multi-channel Contact Center from the ground up, developed a detailed Policy and Procedure Guide as well as documentation of workflows for all levels of customer contacts in compliance with ISO 9000 and TS 16949.
Education
Elements of AI Helsinki University Online
01.2022 -
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TSIA Conference
01.2021 -
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Gartner California Conference for Women
01.2022 -
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AI For Everyone : Coursera
01.2022 -
Business Operations
William Rainey Harper College
Palatine, ILFamily And Social Services
Northern Illinois University
Dekalb, ILundefined
DeKalb, IL Recent Continuing Educations
Skills
Customer Support / Contact Center Leader
Leadership
AI innovation
Multi-channel
SaaS support
Technical support
Process improvement
Team empowerment
Continuous improvement
Cultural awareness
Remote support
Critical Thinking
Communication Skills
Project Management
Operations Management
Team Management
People Management
Organizational Development
Analytical Thinking
Trend detection and analysis
Strategic planning and execution
Process Improvements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director, Customer Support
BigTime Software
07.2022 - Current
Elements of AI Helsinki University Online
01.2022 -
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Gartner California Conference for Women
01.2022 -
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AI For Everyone : Coursera
01.2022 -
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TSIA Conference
01.2021 -
Sr Operations Manager Strategic Initiatives
SMS
09.2018 - 01.2020
Manager Customer Support
Pampered Chef
10.2017 - 05.2018
Contact Center Manager - Click 2Chat
Grainger
03.2016 - 10.2017
Director of Service Support
TCGRx
03.2015 - 12.2015
Manager of Technical Support
Omnicell, Inc
12.2013 - 03.2015
Manager Customer Support
Rand McNally
08.2011 - 12.2013
Customer Service Manager
SVM, LP
06.2009 - 08.2011
Manager Contact Center
NAVTEQ
05.2000 - 03.2008
Team Manager of Customer Support
Workiva
4 2021 - 4 2022
Business Operations
William Rainey Harper College
Family And Social Services
Northern Illinois University
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DeKalb, IL Recent Continuing Educations