Kosiba is expert in the field of call center management and modeling, call center strategy development, and the optimization of large-scale operational processes. Kosiba received a Ph. D in Operations Research and Engineering from Purdue University and an M.S.C.E. and B.S.C.E. from Purdue’s School of Civil Engineering.
Kosiba has obtained a patent on the application of optimal collection strategies to delinquent portfolios in addition to a patent on the application of simulation and analytics to contact center planning.
At the start of his career, Kosiba served notable roles for two major airlines including Manager of Customer Service Analytics for USAir’s Operations Research Division as well as Operations Management Senior Analyst with Northwest Airlines. His specialties included airport and call center staffing as well as productivity improvement projects.
Following this role, Kosiba moved into Customer Support at First USA, where he served as Vice President of Operations Research. Expertise here included all facets of call center process improvement, ranging from overall collections strategy modeling to detailed staff plan development and call center budgeting.
Prior to Bay Bridge, Kosiba held a position as the Director of Management Science at Partners First, where his primary duties included detailed modeling of portfolio risks, as well as predictive and prescriptive marketing and operations engineering.
Kosiba frequently writes for numerous contact center publications and speaks at highly acclaimed technical and contact center forums.
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Kosiba currently resides with his wife, Karin, and his four kids, Christopher, Katie, Caroline, and Kelsie and holds a passion for coaching boys and girls sports, including football, basketball, and lacrosse.
