PETER AMELJANCZYK

Led enterprise strategy and execution of Customer Satisfaction Survey program and Workforce Planning technology for (20k end users)

• Led software design and development of National Attendance Tool to improve user experience, with a forecast of $2.8M in cumulative benefits through efficiencies over a 5yr period
• Aligned 12 survey programs, promoting singular company brand strategy of surveys, increasing survey volume by 16% with a 10% increase in customer verbatim
• Increased survey volume 28% through A-sync Messaging "listening bot" implementation
• Developed campaigns to obtain actionable business insights from 50k+ consumer surveys
• Generated over 10k digital app installs via embedded smart-link in survey close message

Customized analytics for CS VP and leadership across 7 locations, including preparation for Area Operations Reviews and Executive Visits

• Streamlined leadership information management through 34% reduction of daily reporting emails and eliminated 64% reporting team overtime
• Managed team of 16 employees to evaluate performance and behavior gaps related to call routing and call type
• Executed system administration for performance management, including PGs, Outlier Management, Shift Bids and Integrated Coaching tools for 5k
  users

Managed combined Op Ex / Cap Ex Budget Control for Customer Care Sales & Operations of $53.5M ($14% favorable)

• Accountable for contractual compliance of administrative rebate payment & report requirements to 25 Federal excess of $7.8M
• Partnered w/Account Liaison Team and provided oversight of A/R aging initiatives to recover greater than $3M in past due revenue (2009)
• Ensured timely & accurate invoicing of over 500 Department of Defense (DOD) accounts through management of Electronic Invoicing Team

Transformed Federal Government Quality Assurance Program

• Restructured Fed Gov Quality Assurance Program, managing a team of 25 employees
• Launched company's first customer service NPS Program to 300+ agents supporting Government customers
• Established Continuity Marketing Operations Team, retaining $430k across 1.3k+ lines