John Calabrese has over 20 years of experience in business development, process improvement, and client services. He is currently the Senior Manager of the Customer Care Team at AT&T Digital Life, where he manages a team of 80 personnel. Previously, he held director-level positions at Professional Capital Services and Nutrisystem, where he oversaw call center operations and improved performance. Calabrese has a proven track record of optimizing operations, enhancing customer satisfaction, and reducing costs through strategic initiatives such as automation, staff training, and resource optimization. He has extensive leadership experience managing multi-million dollar budgets and teams of up to 200 employees.

1. JOHN J. CALABRESE
3186 Fox Drive • Chalfont, PA 18914
(C) (215) 933-9264 • (H) (215) 343-3847 • john_calabrese@ymail.com
BUSINESS DEVELOPMENT • PROCESS DEVELOPMENT • CLIENT SERVICES • PROFITABILITY
”Results-centered” business developer and expert in cross functional team leadership, integrating cutting edge solutions
and upgrading corporate processes. Proven track record of 20+ years in synergizing business goals, technology
platforms and resource management. Seasoned in collaborating with all levels of the corporate structure to boost
productivity, staff morale, retention and improve the bottom line. Passionate in continuous improvement, growth and
exceeding internal/external client expectations.
Strategic Planning • Needs Assessment • Presentations/Training • Data Analysis • QA/QC • Cost Reductions
Leadership/Mentoring • P&L Functions • Systems Support • Resource Optimization • Multimillion Dollar Budgeting
Corporate Compliance • Product/Vendor Sourcing • Trend Analysis • Operating Metrics • HR Functions
Troubleshooting • Proactive Solutions • Product Development • Technology Integration • Process Improvement
PROFESSIONAL EXPERIENCE
AT&T Digital Life, Langhorne, PA • 2015-Present
CONTACT CENTER AND OPERATIONS SENIOR MANAGER
Manage the Customer Care Team providing service, retention, sales and technical support to AT&T/DIRECTV Home
Security clients. Directly manage 4 reports and indirectly responsible for a Team of approximately 80 Contact Center
and Operational personnel. Responsibilities include providing senior leadership to department, establishing key
performance goals, interview and hiring, completing performance reviews and progressive discipline as necessary,
monitoring productivity reports which include service levels, average handle time, answer rates, average speed of
answer, agent availability, address escalations, monitor social media and draft sales scripts for various business
cohorts.
Professional Capital Services, Philadelphia, PA • 2013-2015
CLIENT SERVICE DIRECTOR
Managed and provided leadership support to call center team of 10 Client Relationship Managers in the Defined
Contribution Recordkeeping space. Assets under management in excess of $2B. Team is responsible for all inbound,
outbound and electronic communication between Professional Capital Services and Plan Sponsors, Advisors, Third
Party Administrators and Participants. Client Service responds to over 500 inquires daily relating to Plan and
participant administration. Inquires include employee and employer payroll contributions, distributions & loans
compliance testing (ADP/ACP, Top Heavy, 402G, 415), document generation & amendments and annual 5500 tax
preparation.
Nutrisystem, Inc., Fort Washington, PA • 2005-2013
CONTACT CENTER SENIOR DIRECTOR
Leveraged nearly 20 years in strategic business development, cross-functional team leadership and bottom line
improvements to oversee the corporate call center with a $6M budget and 200 personnel. Built the
commission/benefits structure that boosted productivity, retention and morale while maximizing the bottom line.
Established employee benchmarks, aggressive yet realistic goals. Monitored phone, web, chat and email interactions
both internal and via social media such as FaceBook. Administered financial support staff responsible for customer
returns and credit.
Ensured compliance to corporate standards of excellence. Improved HR processes through proactive support of
SOPs in on-boarding and staff development/training. Mentored and evaluated employees on performance including
authoring annual reviews. Collaborated with upper level management to troubleshoot, identify areas of
underperformance and resolve challenges. Streamlined workflow and reduced waste. Created and analyzed
daily/weekly/monthly production reports with a goal of improving call quality and customer satisfaction.
Notable Accomplishments
• Improved cross-selling skills of staff with direct contact with customers to generate $3M in additional income
during tenure.
• Implemented Interactive Voice Response (IVR), reducing call volume by 20%.

2. • Forecasted to save $75K/yr via cutting edge address validation.
• Employed Computer Telephony Integration, empowering staff with instant customer data, resulting in
significant time savings, accuracy, productivity increase and a 5% HC reduction.
• Initiated QA/QC processes improving order accuracy, a customer satisfaction rate from 75% to 90%, boosting
agent scores to 4.8 average (out of 5) and 10% AHT improvement.
• Brought in industry experts as well as internal resources to continuously improve skills such as closing,
pitching, upselling/cross-selling and relationship development.
• Implemented tactical staffing strategies to allocate limited resources within a fixed budget, including seasonal
and temporary employees.
Operations Enhancements
• Reduced labor costs $120K annually through developing offshore, near shore and domestic partnerships.
• Slashed handle time through upgrading technology and automation of operations.
• Created and executed a proactive Mystery Shopper Program allowing for an objective quality review of
personnel performance.
• Served as a key team member in the launch of Intelligent Call Routing to better delegate calls to more
productive Sales Agents.
• Improved scheduling and delegation of work and rolled out improved technology such as NICE call recording,
realizing greater transparency and accountability.
JOHN J. CALABRESE • Page 2 • (215) 343-3847 • john_calabrese@ymail.com
BISYS Retirement Services, Horsham, PA • 2001-2005
CLIENT SERVICE MANAGER
Utilized previous relationship with industry leader Merrill Lynch as well as building new, high value partnerships with
banks such as Bank of America for 401K outsourcing needs. Led an effective and efficient team of 20 specialists with
a $600K yearly budget, providing top notch customer service specific to defined contribution plan administrators and
financial consultations. Continuously reviewed industry knowledge and best practices to ensure staff could accurately
and rapidly respond to all questions and concerns. Made certain call quality, customer service and Key Performance
Indicators continuously improved. Garnered relevant data to produce weekly/monthly production reports, analyzing
vital statistics such as answer rates, open/resolved issues and customer satisfaction.
Notable Accomplishments
• Earned the President’s Award for outstanding performance during tenure.
• Led high impact presentations and training sessions in product knowledge, customer service, quality
improvement and call reduction time.
• Recruited, hired and trained up to 50 staff, developing on-boarding processes that included in-depth training.
• Monitored staff both individually and as a team to conduct annual performance reviews.
ADDITIONAL EXPERIENCE
(Prior to 2001. Details furnished upon request.)
Merrill Lynch, Horsham, PA
ASSISTANT VICE-PRESIDENT, CONVERSION MANAGER, CONVERSION SPECIALIST, ACCOUNT MANAGER
• Began working directly with clients, ensuring all questions/concerns on 401K plans, pending payrolls,
distributions, exchanges and loans were replied to < 24 hours.
• Promoted to serve as a liaison between the Account Manager, Financial Consultant and client to ensure
essential conversion data is obtained.
• Migrated and reconciled confidential records from an old to new system.
• Designed prototype 401K plan documents that were well received by clientele.
• Charged with additional leadership responsibilities as AVP with a $400K budget, due to an established track
record of assimilating project requirements, excellent performance and willingness to take on additional roles.
• Supervised the 401K Implementation Utility Team of 12 professionals, tasked with administering plans up to
$50M with 100+ participants.
• Spearheaded 1K+ plan conversions per year.

3. • Created and executed “real world” training programs dealing with current regulatory updates and client
relationship development skills.
EDUCATION
BBA ~ Economics. Temple University, Ambler, PA
TECHNICAL SNAPSHOT
MS Office Suite, SalesForce. Expertise in multiple contact center software applications including Genesys, Avaya,
Nortel, Witness, NICE, Call Parrott, Dictaphone, TASKE, Talisma, Aspect, Mitel & InContact
PROFESSIONAL DEVELOPMENT
(Full list available upon request)
Center for Workforce Development: Superior Client Service Training, Professional Business Communications,
Developing Others to Provide Superior Service, Behavioral Interviewing
Ken Blanchard: Situational Leadership I & II
Berkeley Training: Project Management, Diversity, Coaching & Counseling, Managing Change, Presentations
Strategic Management Group: Building an Effective Team, Leading for Results, Developing a Strategic Focus,
Motivating/Retaining Employees, Developing Your Staff, Coaching for Improved Performance, Enhancing
Organizational/Interpersonal Communications