RONALD P.

MOZALEWSKI, PHR

Carol Stream, IL 60188

630.710.6416, ron_mozalewski@comcast.net
http://www.linkedin.com/in/ronmozalewski

SUMMARY OF QUALIFICATIONS

Over 15 years of multi site operations, customer service, sales, and P&L management experience
Manage regional activities and metrics, coach and mentor to lead team to exceed defined goals
Develop strategic and tactical plans to meet/exceed financial, sales, and service objectives
History of creating profitable business growth; strong financial and expense management acumen
Proven ability to create strong working relationships with stakeholders and business customers
MBA, concentrations in Marketing & HR; PHR Certification, Six Sigma Green Belt Certification

PROFESSIONAL EXPERIENCE

Empire Education Group 2006 to 2010

North America’s largest national, private, for profit, provider of postsecondary career oriented education.

Regional Director
Recruited to lead expansion in the Midwest, develop site Directors, and improve financial & service results of the
expansion region & acquired businesses. Responsibilities include leadership to 145 multi location employees, 11
locations, $20.5 million P&L, sales of $25 million, and consistent achievement of financial & operating metrics.

Delivered a 60% increase in earnings over budget by improving sales performance/new customer
acquisition, customer retention and operational efficiencies through regional process improvements.
Created service and retention improvement plans with service management team resulting in 100%
improvement in customer satisfaction and retention, increased customer referrals, sales, and revenue.
Led all regions in growth of store guest traffic, average ticket price, and total sales (services and retail) which
were achieved through localized marketing efforts, improved service experiences, and staff training.

Nicor Services, Naperville, IL 2005 to 2006

An affiliate of Nicor Inc. and provider of value added retail products and services that enable businesses to
reduce costs, enhance relationships, and improve earnings.

Senior Operations Manager, IBT Solutions

Direct all aspects of the multi site service centers with 180 managers and representatives to achieve customer
service expectations coupled with service level and sales goals. Manage customer service, IT, QA, training,
sales operations, and account management to drive revenue growth and customer satisfaction/service goals.

Achieved highest Key Performance Indicator and service performance through development of operating
procedures and departmental processes resulting in J.D. Power & Associates Outstanding Service Award.
Improved sales per call by 150% through a process oriented approach measuring, individual and
departmental performance with resultant coaching and training to improve representative performance.
Restructured organization to align teams to meet business needs and P&L objectives. Implemented and
trained leadership team on staffing, performance management, training, and salary administration.

ADP, Inc, Elk Grove Village, IL 1997 to 2005

A leading $9 billion business to business service provider of transaction processing and information services.

Client Relations Executive, Small Business Services Division (2004-2005)

Promoted to direct $38 million P&L, 130 managers/associates across five sites servicing 22,000 clients.
Managed financial results by controlling expenses and partnering with sales teams to develop and achieve
revenue and sales plans; formulate and implement strategies to enhance client satisfaction and retention.

Earned Best in Class Award for five consecutive years which measured profitability, client retention, client
satisfaction, and new client satisfaction. Received 2 Board of Directors Awards for business results.
Ronald P. Mozalewski, PHR Page 2

Retained $5.8 million in first year of client retention program rollout by pioneering best practice program
which was implemented enterprise-wide.
Partnered with regional sales executives in new product training, promotions, client referrals, and client
management, to achieve $10 million sales quota with appropriate product mix, and client retention goals
Delivered 75% increase in revenue, exceeded NOI targets, through client base growth to 22,000 despite
economic downturn. Hired and developed new managers to accommodate staff growth.
Achieved top 25% industry-wide rating for employee satisfaction (Gallup Q12) by realigning unit and boosting
associate retention to 86% in high turnover environment.

Area Vice President, Emerging Business Services Division (1998-2004)

Promoted to lead four regional offices in Midwest representing $24 million in revenue, with 100 associates
servicing 13,000 clients. Responsible for achieving sales, revenue, expense, and NOI targets.

Directed improvement of locations to exceed all financial, client satisfaction, and client retention targets
consistently year over year. Under my leadership, multiple offices achieved President’s Club Awards.
Partnered with executive leadership team to set business strategies for sustained growth.
Managed consolidation of five call centers/operational units, completed full integration in eight weeks;
resulting in annualized savings of $500,000 and improved results, services, and operations.
Achieved top regional client satisfaction ranking and led all offices in customer retention by developing an
account management program to create exit barriers and maintain strong business relationship.
Established metrics to measure results, conduct trend analysis, and develop resultant strategies to drive
performance improvements in service levels and quality of associate performance.

Service Center Director, Emerging Business Services Division (1997-1998)

Recruited by former employer to turnaround struggling regional flagship location. Managed Chicago Region with
P&L of $8 million, 40 managers and representatives servicing 4500 clients.

Achieved Most Improved Award based on substantial improvements in new client satisfaction, existing client
satisfaction, client retention, and sales results within first twelve months by developing strategies and
supporting processes to reduce client churn, improve call center results, and operational efficiencies.

SAFEGUARD BUSINESS SYSTEMS, Lombard, IL 1995 to 1997

A $200 million national firm providing business information products and services.

Senior Data Center Manager (1995-1997)

Recruited to provide P&L and general management leadership to a staff of 35 including customer service,
operations, and sales support staff. Develop and directed operating plan and regional strategies.

Reversed $1.6 million loss and attained profitability within 18 months by recommending and implementing
staff restructuring, operational enhancements, and national information system consolidation.

ADP, Inc. Harwood Heights, IL 1980 to 1995

Client Services Support Manager and Client Services Manager, Employer Services Division (1989-1995)
Client Service Manager, Accounting Services Division (1987-1989)
Operations Manager, Supervisor, Group Leader, and Balancer Accounting Services Division (1980-1987)

EDUCATION
MBA, Marketing and Human Resources, Lewis University, Romeoville, IL 1995
BA with high honors, Business Administration, Lewis University, Romeoville, IL 1992

PROFESSIONAL DEVELOPMENT
Six Sigma Green Belt Certification, Northern Illinois University, 2006
Professional in Human Resources Certification (PHR), 2005
Adjunct faculty, Business Administration, National Louis University and Lewis University 1996-2000
Certificate, Quality Management, DePaul University College of Commerce, Chicago, IL 1997