Customer Support Client Services
Resume:
Mark Wayne Fillers
**** * ******* ***, **** Lauderdale, Florida 33308
**** * **** ******, ******* City, TN 37601
***********@*****.***/ www.linkedin.com/in/markfillers Director of Operations
Proven application of Business Process and Financial expertise in the design and execution of Customer Facing programs to drive efficiency and cost improvements in both Internal Operations and Business Process Outsourcing.
Competencies – Core Skills
• SAP – MS Office - COGNOS • P&L Management
• Manufacturing Operations • Risk Management
• Strategic • Leadership/Teams - Building/Talent
Planning/Implementation
• Change Management
Experience
Allied Dispatch Solutions – Johnson City – Customer Support – February 2024 - Current ACT – Johnson City – Customer Support – ATM Fraud - September 2023 – January 2024 COO - Managing Partner - Beg for More Holdings – Real Estate Research – January 2014 – March 2024
Providing research on Activity and Trends in focused markets and Investing in Rental Properties and Bank Owned Properties. Health Insurance sales – Life, Health, Dental, Medicare Philips Consumer Lifestyle/Philips Consumer Electronics – The Netherlands 1981 - 2014 Global Director (Operations Executive) – based in the United States 2010 - 2014 Based in the U.S. this position required 50% international travel. Developed and Implemented project based improvement programs for Global Consumer Care Operations addressing issues with impact on Customer Satisfaction, Financial Performance and Operational Efficiency. Cross function and regional Interaction both through webhosted conference calls and in person at local offices. Project budgets ranged from $5MM - $135MM with varying number of project support staff.
• Negotiated replacement of Fulfillment Operator (RFP through Physical Move) delivering cost savings of 12% for North American Operations - $1M annual
• Revamped Warranty Scenario Execution in Western Europe for repairable products delivering 9% improvement in Net Promoter Score including standardized processes
• Led multi-national effort to tailor warranty scenarios to match the value proposition delivering 10% reduction in cost with an increase of 10% in the Net Promoter Score in European Marketplace for Consumer Lifestyle - $6M annual Director - Consumer Care North America – Stamford, Connecticut 2008 – 2010 Directed a team of 12 direct and 40 indirect reports across five locations in the United States and Canada, delivering world class consumer care experience and efficient Retailer Returns handling and credit processing. Goal of this position was to minimize losses for returned goods.
• Negotiated Revision to Contact Center Contract delivering 13% cost reduction with improvement in Service Levels - $2M annual
• Designed and Launched Simplified Consumer Interaction process in Contact Centers delivering 12% improvement in NPS with 15% reduction in billable minutes - $2M annual
• Negotiated T’s & C’s with Retailers for Return of Defective Goods. Deployed Warranty Buy Out agreements, Retailer to Recycler programs, Deployed Approved Return Model Listing process to streamline crediting for returns. $8M annual Senior Consumer Care Business Line Manager – Atlanta, Georgia 2007-2008 Managed Team of two direct and 15 indirect reports across two locations. Consumer Experience Scenario Planning for Audio/Video Products sold in North America. Refurbishment processing of Retailer Returns in preparation for disposition
• Developed and Negotiated return product refurbishment program with third party provider improving recovery rates 125% - $5M annual
• Researched and Implemented changes for Warranty Coverage for products delivering cost reduction of 60% on consumer direct returns - $3M annual Controller, Warranty and Cost of Non-Quality – Atlanta Georgia 2005 – 2007 Consumer Warranty Financial Management, Aftermarket Sales/Extended Warranty Contracts
• Identified need and provided support to Repair Network Management for renegotiation of repair rates delivering 12% reduction in repair labor cost – $4M Controller, Marketing -TV and Audio Video Products – Atlanta Georgia 1997 – 2005 Product/Channel Profitability Analysis, Forecast to Actual Analysis, Contract Management for Promotional Funds including ROI Analysis
Controller/Senior Manager, Financial Reporting - General Accounting - Account Payable - Cost Accounting – Inventory Control - Greeneville, Tennessee 1981 – 1997 Compliance to GAAP, Financial Reporting and Analysis, Cash Management, Complex Account Reconciliations, Cost Accounting, Inventory Accounting, Manufacturing Variance Analysis – Material – Labor – Overhead, (Manufacturing in United States – 3 plants and Mexico – 2 plants) Education
BS Accounting, Tennessee Wesleyan College - Athens, Tennessee Other Activities
City of Fort Lauderdale Community Services Advisory Board- 2012-2018 Advisory Board Member
Supports the City Commission providing consulting and advisory services for CDBG -Community Development Block Grants and HPOWA - Housing Opportunities for Persons Living with Aids.
• Evaluates funding proposals, including the financial viability of the entity and the critical metrics for services, significantly minimizing the risk to the city of fraudulent submissions Mark Wayne Fillers
Lauderdale-By-The-Sea, Florida 33308
***********@*****.***/ www.linkedin.com/in/markfillers First Baptist Church Christmas Pageant 2013-2018
Concessions Volunteer
Packing and selling refreshments to quests who are attending the Pageant. During our participation the revenue has increased by 200% through the process of evaluation pricing and which products were best accepted by the guests.
Birch Park Beach – A1A Restoration 2012-2014
Community Representative
Researching best practice options. Communicating with Community Members on proposals and polling the membership for consensus. Following up with the City and State authorities on the proposed changes.
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