MARK G. BAKER

***** ** **** **. 317-***-****

Coral Springs, FL 33071 acohs9@r.postjobfree.com

* ************ *******

High potential Management Professional with 25+ years of experience

developing and implementing both internal and external processes that

improved sales, enhanced customer service and greatly increased

profitability. Skilled trainer, motivator and mentor with proven ability to

communicate at all levels in an organization. Demonstrated success in:

Sales Inside/Outside Sales Operations/Operations CRM

Management

Process Improvements Business Development Social Media and Chat

Six Sigma - Green Belt Multiple Sites Solution Sales

Budgeting/Cost Controls Offshore/Onshore Staff

Development/Training

Forecasting Client Relationship Project Management

Building

CAREER HIGHLIGHTS AND ACHIEVEMENTS

Turnaround a B to B sales operations for a Fortune 100 medical device

client generating $32.1 M in sales.

Transformed a seasonal overflow site into a permanent business unit.

Developed management team and hired additional staff. Grew site from 2

associates to more than 200 and increased sales from $0 to more than $50M

in less than three years.

Developed professional sales management teams with focus on empowerment and

process improvements. Created management training programs, rebuilt teams,

promoted and rehired managers resulting in restoring business confidence

and surpassing goals.

Managed a $21M+ budget and built/ implemented workable budget guidelines

for business units. Controlled costs that resulted in staying within plan

and achieving more than 38% GP.

Staffed, Built and Launched a Medicaid/Medicare claims operation

(Onshore/Offshore) focused on high quality and tight production standards.

Achieving accuracy scores of 99.5% plus.

Alorica, Sunrise, FL

2014 - Present

Site Director

. Lead multiple client BPO site of 500 agents

. Successfully manage a $1.9 mil monthly budget with 38%+ GP.

. Implemented Six Sigma Action plans.

IBM, Daleville, IN

2009- 2013

Program Executive

. Launched IBM's first Onshore Back Office Claims processing operation.

. Built and Staffed a claims adjudication/enrollment team for a client

to handle Medicaid/Medicare claims processing

. Turnaround a B to B sales operations for a medical device client

generating $32.1 M in sales.

. Responsible for P&L. Increased GP by 28% for a major Consumer Care

Client across multiple sites world wide.

. Achieved the highest NPS scores for a major Consumer Care Client

worldwide

Teleperformance USA, Indianapolis, IN

2008 - 2009

Director of Operations

. Built and Mentored a staff of six mangers, eighteen supervisors and

350+ hourly associates in a call center environment for Sprint

Customer Care

. Grew sales by 1171% in one year.

. Met or exceeded Customer Issue Resolution goals 10 out of 12 months.

Aprimo Software, Indianapolis, IN

2007 - 2008

Sales Manager - Aprimo Professional

. Developed /Launched the sales effort for a web based Marketing

software application.

. Analyzed/Implemented pricing structures and marketing campaigns.

. Added 10 new accounts in the first year ($300,000).

.

Consultant, Indianapolis, IN

2004 - 2007

Ada Products Inc, Milwaukee, WI

Call Center

. Built and Staffed a Medial Sales Call Centers

. Hired and Developed a labor force for two sites

Columbia House, Terre Haute, IN

Customer Service Division

. Implemented a Customer Focus training program across three sites and

500 CSRs.

. Analyzed and Forecasted current trends using available data.

ETS, Indianapolis, IN 2003-2004

Executive Sales Manager-Equipment Division

. Reorganized the Call Center structure based on sales channel

increasing close rate from 18% to 26%.

. Implemented new cost control system saving company $400K in payroll

costs.

. Motivated, built and managed a staff of three managers and 60

representatives.

BEST SOFTWARE, Reston, VA 2000-2003

Director, FAS Sales-Specialty Products Division

. Developed a customer centric structure based on industrial verticals.

. Mentored a staff of seven supervisors and 38 account

managers/representatives and built a government team to focus on GASB

regulation opportunities.

. Coordinated a multiple channel structure consisting of

Direct/Business Partners/CPAs to achieve goals.

VIALOG COMMUNICATIONS (Internet Start Up), Reston, VA 1999-2000

Call Center Director

. Developed/grew an inside account management force for an Internet

start up.

. Generated $5M in new growth and increased customer retention by 28%.

. Implemented internal cost controls and CSR training programs improving

customer retention.

INTUIT, INC., Fredericksburg, VA 1994-1999

Senior Manager

. Built and managed a staff of nine supervisors and 200+ hourly

associates in a call center environment.

. Improved order quality, improving customer satisfaction and saving

over $300,000 a year in rework.

. Implemented a quality assurance program using such tools as Witness

and benchmarking.

. Developed the management staff focusing on TQM and continuous process

improvements.

APAC TELESERVICES, Cedar Rapids, IA 1993-1994

Project Manager

. Directed the project management team (Client Services, Information

Systems, Training, Operations, Reporting and Accounting).

. Successfully implemented the start up of 14 programs and grew the

center from 10 to 500 positions in one year.

JCPENNEY, Milwaukee, WI and Austin, TX 1980-1993

Client Services Project Manager, 1992-1993

Managed staff in Data Systems, Accounting, Operations and Training for

start up of Thrift Drug Express services 800 refill service, IBM/Lexmark

800 order and collections services, AT&T third party verification service.

Network Operations Manger, 1991-1992

Managed a staff responsible for monitored call volumes and data activities

for 16 sites. Maintained abandoned call rates to fewer than 3% and average

service levels of 85% for all sites.

Training Coordinator/Client Services, 1988-1991

Developed and implemented all non-JCPenney catalog training programs.

EDUCATION

B.S. Business Administration, University of Wisconsin

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