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John Walter

ContactPoint 360

Director of Client Services & Partnerships

Director Of Operations

LJM Consulting 

Evaluate and analyze new business feasibility for optimal performance and revenue, working to identify the best solution.  Discuss best business practices to help grow and manage businesses.  Nurture and grow positive relationships with clients and owners.

Consultant

ERC (Enhanced Resource Centers)

Irene was responsible for the day-to-day responsibilities managing multiple units to meet and exceed client key performance indicators (KPI), while balancing to meet internal goals and protecting the best interest of the company.  Directly managing a team of 20 Team Supervisors within a 200+ seat call center.

Operations Manager

Great Faces 

Irene Saites Marciniak managed front desk, sales and day-to-day operations.  Overseeing the customer service and handling all administrative duties while planning and executing marketing, advertising and sales events.

Business Manager

Marciniak LLC

Irene monitored project status for multiple clients to ensure timely delivery of environmental site assessment and property condition reports.

Project Account Manager

DynCorp International

Irene was responsible for the design, development and implementation of a world-class ISO 9001 quality management system for the aviation program.  Trained and educated the employees on the tools and concepts required to obtain and sustain ISO 9001:2015 certification. She is responsible for implementing the new system as Document Control Administrator as well as identifies opportunities for improvement.

She assisted in the design and development of company policies, procedures, standard operating procedures required in pursuit of ISO certification. She participated in quality audits (and lead a team of quality auditors, when needed) and conducted the gap analysis audits to assess level of readiness to determine baseline for functional area.

Quality Auditor | Supervisor

Percepta ~ Creating customer loyalty for 15 years!

Irene Saites Marciniak was responsible for the definition, design, development, & delivery of client programs, projects, & initiatives. She managed the client projects to drive efficiencies and improvements for Americas and Philippine operations in support of customer experience strategies. 

She managed client interactions to ensure client satisfaction, managed program performance, address issues and offer solutions and grow accounts.  Compile and provide performance metrics, financial and customer satisfaction reports to management and clients.

Director, Client Services

Irene Saites Marciniak was responsible for the strategic direction, planning and execution of call center operations and departments for North America (multi-sites) and Philippines with 1,300 associates in 27 programs of business.  Direct the activities of 100; managers, supervisors, six sigma black belts, ISO auditors, trainers, instructional designers, QA staff and WFM personnel.

Irene coordinated business development team activities for responses to RFP, RFI, modeling business and authoring statement of works and served as the subject matter expert to contact center operations leads and worked closely with the client, communicating regularly and providing status on the project.

Corporate Director, Customer Care

Irene Saites Marciniak was responsible for global quality and customer care for the Company.  Directed the quality care team and the quality management system team to meet and comply with ISO 9001, quality assurance standards and manage to meet daily, weekly, monthly, client KPIs.

Customer Care Manager

Ford Motor Company

Quality Coordinator

Customer Service Representative 

Lou and Harry’s Sports Bar & Grill

Hospitality Manager

“In the end, all business operations can be reduced to three words: people, product, and profits” — Lee Iacocca

Irene is a highly competent, seasoned and dynamic professional with more than two decades of extensive experience in Call Center Operations, Quality Management, Business Process Management, Project Management, Customer Satisfaction, Operations Management, Strategic Planning & Development, and Liaison & Coordination.

Armed with a successful track record of providing leadership in support of company’s core values, as well as the development of effective community leadership and collaborative relationships, Irene is an expert executive with demonstrated ability to think strategically and work proactively in the creation and management of quality and operational solutions resulting in organizational success.

She is a passionate problem solver and positive thinker with core strengths in negotiation. What separates her from the pack is her network of professional contacts and varied domain exposure throughout her long professional career along with her inherent ability to authentically and quickly connect with all types of people.

To know more about her, or how she can help you or your business, contact Irene at: irenesmarciniak@gmail.com



 


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John Walter

Irene Saites Marciniak

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