Customer Experience Project Manager

Mark Navin

****.*******@*****.*** linkedin.com/in/mark-navin-29b50a29b 774-***-****

Professional Summary

●20+ years with a proven track record across Customer and Tech Support platforms

●12+ years in Project Management /Six Sigma both Client facing and Remote support

●Acknowledged for achieving financial goals quarter over quarter

●Recognized Leader in Global Customer Services and Total Customer Experience

●Business Development Liaison interfacing with Sales and logistics

Proficient in Microsoft Tools, SAAS, Salesforce, and Telephony, Web and Chat platform

Work History

EMC2 / Dell Technologies, Hopkinton, Massachusetts:

Global Project Manager, October 2018 - September 2024

●Lead projects to improve competitive benchmarks, automation, profitability and customer experience impacting on average 250 - 500 employees.

●Successful integration of Oracle CRM over to Salesforce CRM (Global Team 500+ employees)

-Worked alongside Accenture to collect all supporting details and business design requirements

-Worked with Support and Services team confirming seamless transition

-Weekly approvals and timelines delivered to stakeholders during Pre and Post implementation

-Recognized offerings for Government, State Agencies, Health Sector and Country requirements

-Delivered post deployment enhancement requests and BF concerns and Salaesforce metrics

●Manage the deployment of new product releases ensuring seamless integration and adoption.

●Collaborate with executive management, finance, product leads and IT teams to optimize role outs.

●Analyze data and reporting to ensure positive trending and growth quarter over quarter

●Mentored 15-20 global managers on new product integration and implementation across platforms.

●Successfully managed metrics to be at 90% or higher service rate

●Project lead for integration of Customer Support Platforms for local government and military services.

●Project lead responsible for Dell Top 30 financial Elite Customer Accounts

Global Operations Manager, January 2011 – October 2018

●Proven ability to manage complex projects and work cross-functionally with call center expansion, engineering, inside sales, product, and business teams with keen attention to detail.

●Hired, developed and mentored 30 Customer Service Managers within headquarters.

●Lead in the development and execution of business processes, managing dynamics and guidelines

●Implemented key performance indicators (KPIs) to measure performance of team members.

●Leader within the core team responsible for building a successful expansion across US, India, Ireland Egypt and Panama.

Software Tech Support Manager, December 2008 - January 2011

●Managed a 24x7 Hopkinton based frontline software support team, ranging from 40-60 employees.

●Lead all daily management responsibilities, hiring, salary, performance reviews, training, metrics and product integration.

Customer Service Rep / Software Workflow Technician, May 1999 - December 2008

●Responsible for all global Escalations via customer and field support.

●Collaborating with 20+ Software and Hardware global product teams, providing customer feedback.

Education

Mount Washington College / Hesser College, Manchester NH

●Associates Degree in Business and Criminal Justice, May 1996

●Attended numerous seminars for business and project management applications

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