Customer Service Sales

Mark A. Walsh

*** ******* ** **** *****: 215-***-****

Flourtown, PA 19031 ************@*******.***

SUMMARY

Established business operations leader with a demonstrated ability to motivate teams to deliver results. Analytical thinker with the

capability to build alignment among key stakeholders, reach consensus, and drive results across matrixed organizations. Certified

Process Excellence Black Belt with 13+ years of operations and management experience.

PROFESSIONAL EXPERIENCE

FreedomPay Radnor, PA

Vice President, Operations Aug 2014 – Present

Responsibilities: Oversee business operations for all offerings within product portfolio, including PCI validated P2PE (Point to Point

Encryption) solution, credit card processing, and stored value. Responsible for Implementation, Logistics, Support, and internal

business process company wide. Manage strategic alliance program for all suppliers and partners. Administer compliant inventory

control process for company’s PCI validated P2PE solution. Negotiate vendor and supplier contracts on an ongoing basis. Perform

sales presentations for key clients and prospects. Serve as member of executive leadership team.

Significant Accomplishments:

• Successfully reengineered internal procurement process reducing required procedures by over 50%

• Established, tested and implemented company wide customer order process spanning activity from the point of order acceptance,

to implementation, to ongoing support

• Created end to end inventory control process ensuring trusted chain of custody for PCI validated P2PE devices

• Implemented partner training process addressing technical and industry training, as well as business flows

Epicor Software Corporation Philadelphia, PA

Director, Call Center Operations & Customer Support Nov 2002 – Jul 2014

Responsibilities: Manage highly technical support call center consisting of 11+ managers/sr. managers and 130+ employees. Work

collaboratively with executive management on global growth initiatives. Responsible for complete support operations of 11 UNIX and

Windows based ERP's, ranging from on premise to SaaS and cloud based installs. Responsible for internal business intelligence

initiatives and perform full statistical modeling, forecasting, and analysis of department KPI’s, including recommendations for

corrective action. Oversee division wide dispatch center handling operations for 700+ employees. Advised on marketing initiatives to

existing customer base. Direct and enhance performance levels for top tier, company wide support offering. Develop and manage

yearly budget plan which includes staffing resources, compensation, and profitability. Drive product direction and rollout for both

UNIX based and Windows offerings. Provide leadership through extensive interdependent partnering, benchmarking, leveraging best

practices, and strategic alliances with cross functional partners.

Significant Accomplishments:

• Established and delivered a Global Net Promoter Score (NPS) strategy resulting in an overall score increase of 36%

• Created and championed customer portal resulting in electronic handling of 65% of all issues year over year and lowered staffing

costs

• Led market segmentation efforts through analysis of voice of customer and demographic data accumulated in Net Promoter Score

database.

• Led implementation of numerous CRM call tracking systems and various internal business platforms

• Utilized DMAIC process for root cause analysis and improvement in the areas of Customer Service and Quality

• Successfully integrated via acquisition 9 support organizations into existing business processes

• Serve as operational liaison for Sales regarding cross functional order process and data strategies

Blended VOC results into Sales strategy by implementing automated reference program in Salesforce.com

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Teamed with department leaders and SMEs to establish agenda, theme and operations for annual user conference

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Taught advanced Microsoft Excel classes and annual user conference as well as designed internal Excel class for executives and

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support analysts

Conduct conference keynote addresses for 650+ attendees

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Received Outstanding Achievement in Professional Services Award

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Manager, Sales and Operations Support Call Center Jan 2001 – Nov 2002

Responsibilities: Lead Sales and Operations application support call center providing customer service to end users. Mentor team

members in application troubleshooting, communication and presentation skills. Motivate individuals to capitalize on their strengths

and stimulate productive teamwork. Solve ``level 3`` application support issues. Drive employee development by providing quarterly

feedback to individual support representatives and develop future goals

Significant Accomplishments:

• Created department wide levels promotion program driving continuous improvement to upscale team talent and education

• Implemented on line Solutions Database streamlining customer support through reduction of repeat inquiries

• Technical lead for barcode technologies, data import/export, and report writing generating additional revenue through consulting

services

• Project lead in collaboration with Project Management and Development to create ERP module targeted for the fastener industry

Team Leader, Sales and Operations Support Aug 1998 – Jan 2001

Responsibilities: Lead department in customer problem solving production. Perform role as content expert on various System

Administration, Order Processing and Inventory modules. Hone strong customer service skills while troubleshooting program issues.

Train customers on cost cutting procedures and streamlining processes. Serve as Account Manager to key customers. Educate fellow

employees on inventory theory and application knowledge.

EDUCATION

Bachelor of Science in Marketing (1997)

La Salle University, Magna Cum Laude, Philadelphia, PA

Certified Six Sigma Black Belt, CSSBB (2011)

American Society for Quality (ASQ)

Project Management Certification (PMP, expected April 2015)

Epicor Software Corporation, Yardley, PA

Six Sigma Green Belt Course Completion (2007)

Villanova University, Philadelphia, PA

Net Promoter® Certified Associate (2010)

Satmetrix, New York, NY

SKILLS Verint

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Proven leadership

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SQL

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Six Sigma Process Excellence (PE)

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Crystal Report Writer

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Minitab Solutions

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Salesforce.com

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Tableau

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Microsoft Applications –Access, Excel (expert level),

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PowerPoint, Project, Word, Visio

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