1. CUSTOMER SERVICE AND SALES LEADERSHIP PROFESSIONAL
Project Coordination – Operations – Business Development – Quality Assurance
KEVIN GONSOWSKI
Westchester, IL | (708) 243-7111 | kev60154@yahoo.com | linkedin.com/in/kevingonsowski
High-impact and results-driven professional with an exceptional record of enhancing customer service programs, leading
teams, and achieving superior sales results. Consistent in developing plans which improve processes, exceed goals, and
result in outstanding investment returns. Innovative business leader with a dynamic and fair management style. Capable
of multifaceted project management, timeline and schedule oversight, and strategy implementation.
NOTEWORTHY SKILLS & STRENGTHS
 Customer Service Excellence: Consistently improved client satisfaction rates at every position throughout tenure.
Enhanced processes to generate greater customer engagement, develop repeat business, and establish long-term
and profitable relationships.
 Sales and Marketing Performance: Exceeded revenue goals and ROI expectations by developing successful sales
strategies, brand awareness campaigns, and promotional presentations.
 Staff Leadership: Improved staff morale and performance through mentorship and by enacting employee
development plans which led to gains in productivity and operational efficiency.
CAREER PROGRESSION
PEARLE VISION Arlington Heights, IL
CUSTOMER SERVICE AND SALES ASSOCIATE September 2015 to Present
Eye care authority dedicated to providing exceptional care and service while remaining community focused.
Improve customer satisfaction rates and sales outcomes by providing excellent service and useful information to clientele.
Upsell eyewear products and accessories. Develop strategies and work in a team environment to increase sales revenue
and market products. Process payments and order products. Complete electronic data entry and maintain records. Liaise
between clinical and support staff to ensure workflow efficiency.
ROTO-ROOTER Lombard, IL
COMMERCIAL SERVICE ASSOCIATE December 2013 to May 2015
Leading national service provider of plumbing repair, maintenance and water cleanup.
Promoted to commercial service department in record time due to customer service prowess. Oversaw client interactions
from first contact to project completion. Trained and mentored new service representatives. Scheduled appointments,
answered correspondence, maintained client database, and resolved client complaints. Enhanced revenues by promoting
and selling maintenance agreements and service add-ons.
 Sales Excellence: Top performing in sales with a closure rate of 76% (compared to company average of below 50%
for selling maintenance agreements).
 Growth and Development: Promoted to commercial service department within 2 months after demonstrating an
exceptional ability to form lucrative and ongoing customer relationships.
 Team Leadership: Selected for service on Spirit Committee due to leadership performance, record of enhancing
operational procedures, and for engendering teamwork among staff.

2. KEVIN GONSOWSKI (708) 243-7111 | kev60154@yahoo.com | Page 2
ELM HEATING AND COOLING River Grove, IL
DIPATCHER May 2006 to December 2013
Environmental controls service provider with a reputation for fast, reliable and high-quality service.
Top-performing communications professional charged with coordinating projects, scheduling service calls, upselling
services, troubleshooting, and improving client satisfaction. Mentored and trained new representatives and supervised
professional development. Created maintenance agreements and service contracts. Ensured schedules and project
timelines were fulfilled. Managed billing and contract renewals.
 Revenue Leader: Consistently exceeded sales goals by developing and implementing a strategy to market value-
added services to existing clients. Top profit earner in maintenance agreement sales.
LENSCRAFTERS Downers Grove, IL
CUSTOMER CARE SPECIALIST June 2005 to May 2006
SEARS OPTICAL Chicago Ridge, IL
SALES ASSOCIATE May 2003 to May 2005
Vision care providers specializing in prescription eyewear and eyesight examinations.
Led the majority of sales and service initiatives while also improving retail operations. Maintained client database and
medical records. Promoted products which improved revenue intake. Served as lead contact for complex or challenging
customer interactions. Expanded brand awareness at offsite kiosks. Handled financial transactions and processed orders.
Conducted sales trainings. Coordinated between store locations and departments to streamline communications.
 Reliable Producer: Depended on as customer care go-to associate at Sears, personally handling approximately 75%
of customer interactions. Assigned complex client situations because of high level of ability.
MCI INC. Downers Grove, IL
SUPERVISIOR AND LEAD TRAINIER October 1996 to December 2002
Global business and residential communications company operating in more than 65 countries.
Ran daily operations and managed a team of 10 customer service representatives. Accountable for quality assurance
outcomes and staff performance. Trained representatives and tracked their development. Analyzed metrics to determine
trends, compiled reports, and made process improvements to correct or improve outcomes. Explained service options and
marketed plan upgrades. Addressed and mitigated customer complaints. Coordinated strategies with management.
Processed payroll. Oversaw new procedural rollouts.
 Awarded: Received multiple accolades including Manager Appreciation Award for outstanding performance.
 Driven to Excel: Received 5 promotions in 6 years by achieving multi-departmental mastery.
EDUCATION & PROFESSIONAL DEVELOPMENT
MORAINE VALLEY COMMUNITY COLLEGE Palos Hills, IL
BUSINESS AND GENERAL STUDIES COURSEWORK
STRATFORD CAREER INSTITUTE Chicago, IL
HEALTHCARE AND NATURAL HEALTH CONSULTING PROGRAM
KNOWLEDGE AREAS & CORE COMPETENCIES
• Personnel Leadership
• Customer Service
• Business Relations
• Process Improvement
• Budgeting
• Project Management
• Strategic Planning
• Logistical Support
• Business Development
VOLUNTEER INVOLVEMENT
NATIONAL MULTIPLE SCLEROSIS SOCIETY – Volunteer and Fundraising Participant Chicago, IL