Customer Service Sales
Resume:
MARK G. BAKER
***** ** **** **. 317-***-****
Coral Springs, FL 33071 **********@****.***
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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