David Kielkucki Executive Bio
Mr. Kielkucki is a seasoned operations executive with extensive experience in customer service, operations performance management and administration of large contact centers comprising of e-commerce, web support, credit, collections, customer service, reservation sales and outbound tele-services activities.
As Founder and Principal of SCC Services Group, he has been engaged in a number of assignments that involved start up contact center projects, operations performance management initiatives and managed sales, customer service and collection programs domestically and in Costa Rica, Argentina, Brazil and the Philippines.
Assuming the role of Chief Operations Officer for start-up company RedCap, he was responsible for developing, documenting and implementing operational processes focused on Driver recruitment, hiring, training, customer care delivery and the day to day operation of the company while assisting the Founder in attaining funding from investors.
As Senior Vice President for BankAtlantic he drove the re-engineering initiatives of BankAtlantic’s sales and customer service call center operation that allowed the bank to meet customer expectations while reducing operating costs.
In his role as V.P. of Customer Service / Contact Center Operations for GetThere.com and Orbitz, he was tasked to develop and implement tactical operational policies, procedures and guidelines that would support the expected growth of revenue and customer service needs, as well as selecting sites and technology that would enable the contact center organization to support each company’s product offering and deliver “Best of Class” service to a growing client base.
During his tenure at Alamo Rent a Car as S.V.P. of Customer Communications he was tasked with the re-engineering of Alamo Rent a Car’s customer service initiatives in the call centers and improving overall agent performance in the United States and the U.K.
In the Financial Services arena, Mr. Kielkucki managed a number of Credit and Collection operations for Sears, Roebuck & Co. and Discover Card.
Most recently he launched SCC Business Services, which is focused on assisting small and mid-sized companies with their business development and customer relationship management needs by offering all inclusive lead generation, customer on-boarding and win-back campaigns with quality outbound calling services utilizing a network of work at home agents.
Over the course of his career Mr. Kielkucki has honed his skills in personnel management, global customer service, budgeting, organization structure, loss prevention, overall facility operations, strategic planning and has been responsible for managing contact center organizations in excess of 2,000 employees. Mr. Kielkucki has a proven track record in initial design and start-up operations and comprehensive experience re-engineering under-performing operations.