This document is a resume for Frank Macalik summarizing his experience in customer service and leadership roles over 40 years. It highlights that he has designed and implemented national call centers, managed network support, and increased customer satisfaction and sales metrics in various roles. His skills include leadership, customer service, relationship building, and strategic planning. He holds a Bachelor's degree from the University of Texas at Dallas.

1. Frank Macalik
N. Richland Hills, TX 76180 fmac77@att.net 214-354-0909
CUSTOMER SERVICE PROFESSIONAL
Accomplished Customer Service business manager and leader possessing marketing / sales
initiatives and management team leadership, customer relations, technical, business and
organizational skills. A dynamic, highly experienced, hardworking achiever recognized in
building and maintaining valuable business relationships in all areas of Customer Service
industries.
ACCOMPLISHMENTS
 Designed, implemented and led National Call Center for Army Air Force Exchange
 Implemented and managed inaugural Internet Data Center services for Health Care
Consulting firm
 Managed network support for AT&T National Call Center, which included all internal
hardware, software and WAN/LAN communications
SKILLS
Leadership Team Builder Customer Service Self-Starter
Relationship Builder Risk Taker Strategic Planning Technical
EXPERIENCE
COMTEK, Communications, INC / ARMY -AIR FORCE EXCHANGE 2010-Present
COMTEK is a network management company for businesses needing their voice/data systems
available to their customers.
Director – Network Operations Center (NOC)
As Director, manages and maintains the Army/Air Force Exchange Systems Call Center support
for all of their retail sites in the USA.
 Created and implemented internal procedures for the NOC tech support employees
which enabled 100% installation rate for each site’s connectivity
 Have maintained 99.4% uptime and availability for all network installations
 Established open communications between Exchange end users and store support
which resulted in 85% increase of faster resolved outages
RADIO SHACK / R Solutions 2009-2010
RADIO SHACK / R Solutions is a retail electronic store selling electronic and telecommunications
equipment and service.
Regional Store Manager
As Regional Store Manager, managed a team of Sales Associates responsible for selling Telecom
Wireless equipment, Service Plans and Accessories to consumers.

2.  Implemented Customer Service Tracking process, used to measure and quantify
Customer Satisfaction experience, achieved 100% rating for 10 consecutive months
 Met 100% of sales goal within 15 days of store’s grand opening
XO Communications 2007-2008
XO Communications is a telecom providing company that sells, supports, and maintains wireline
and wireless services to the public.
Sales Manager / Enterprise Account Executive
As Sales Manager, led a team of Account Executives responsible for the sales and
support to regional customers, which included XO’s brand of Telecom products and
services.
 Implemented Customer Satisfaction surveys for DFW region, maintaining a 95%
approval rating for 4Q-07 and 1Q-08.
 Achieved 237% of sales quota for 1st Quarter of 2008
 Increased revenue by 35% in just 6 months of employment
AT&T Southwest, INC. (formerly SBC, INC) 1978-2007
AT&T is a telecom company that produces, sells, and maintains multiple telecom
services and products.
Strategic Account Director /Technical Sales Specialist / Sales Manager /
Senior Manager
As Strategic Account Director, responsible for sales and support for National customers
in the sale of large-scale telecom applications, products and services. As Senior
Manager, led team of engineers for the internal call center which supported the
company’s employee’s applications.
 Managed and maintained business relationships with C-Level and below
personnel which improved business relations and exceeded revenue 8 continuous
years
 Developed and implemented IT strategic plan with customers, which increased
process flow by 65%
 Have met or exceeded Sales quota established at 100% for years 2002-2007
 Selected Circle of Excellence, Diamond Club, for 2007, which represented Top
1% of sales force for company
 Secured contract services totaling $50 million in new revenue over a 8 year
period
Formal Education
Bachelor of Science in Public Administration – University of Texas at Dallas