Mark Baker

Spearheaded the cultural change of the organization toward complete customer centricity. This involves using customer feedback in actionable sales and marketing initiatives. Additionally, lead all CX initiatives by aligning the following business activities with customer delight:

• Launch of structured internal mystery shopper program and improving ICSS by 12% within department
• Implementation of Online Customer Feedback Surveys to increase customer feedback sources from two to four
• Implementation of web-based solution for complaint management to create real-time management
• Creation of Omni-channel support platform
• Revamping of Customer Service Training for frontline staff regionally
• Author all training material
• Redesign training evaluation with use of Kirkpatrick Model
• Monitored and analyzed business performance to identify areas for improvement and make necessary adjustments.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Led and participated in multiple customer-centric projects that supported organization's meta-strategies

Primarily responsible for business development, customer relationship management, and the training of real estate agents. The main performance indicator is providing prospective home buyers with ease of mind and security in making that life changing decision.

• Oversee the Company’s business development functions, including branding, marketing, and advertising, to ensure consistent and high-profile representation of the firm in the marketplace.
• Responsibility for other business development staff, including mentoring, training, recruiting, and the allocation of duties.
• Proactively identify new opportunities in the market and oversee feasibility for new development projects across residential and some commercial
• Develop and maintain relationships with key stakeholders
• Oversaw operations and provided corrective feedback to achieve daily and long-term goals.

Responsible for proposing development plans, including census,category creation, reporting, trade, and brand activation, to extend business to new accounts. Development of company trade strategy in special channels, providing availability, visibility, and quality in execution within the planned budget. Ensure an optimal portfolio of brand and trade activation programs according to planned activities and within the planned budget.

• Identify, evaluate, and pursue business opportunities with partners or potential customers.
• Coordinate and negotiate with other departments to implement marketing initiatives.
• Maintain close relationship with existing clients.
• Acquires new customers and retains and expands existing customer relationships.
• Develop sales of products and services by investigating and resolving customer problems, recommending product or service line modifications, and coordinating sales negotiations with appropriate personnel.
• Responsible for meeting sales volume, revenue goals, and standards for activity, such as number of sales calls.
• Contribute to development of processes and procedures.
• Thorough knowledge of functional areas under supervision.
• Effective team management coordinates and verifies associates' work, verifies availability results, and realizes control visits in areas.
• Guarantee execution and coordination of trade development initiatives in areas assigned according to agreed plan.
• Manages allocated budget and is accountable for negotiating contracts with special channel partners.

Responsible for developing, driving and integrating Social Media Care into the business with the objective of creating world-class service delivery to Social Media customers of the organization. Main components of success includes the development of customer-centric KPIs, company awareness, creation of alignment of departmental KPIs for customer quality and the development of retention of talented workforce, and complete integration of all non-voice touch points into a single unit responsible for handling Social Media and Live Chat customer queries.

ACHIEVEMENTS

• Launched customer satisfaction surveys to improve customer feedback on customer touchpoints
• Revived Think Tank initiative geared at improving quality of product-related information being placed in store and in social media
• Implemented Customer Experience Portal program to increase staff engagement
• Spearheaded a team of Content Managers to place more push information for customers resulting in a reduction in Call Volumes by 30%, leading to reduction in Call center Operating Costs
• Designed, developed and delivered incentive strategies to improve External Customer Experience resulting in 7% increase in Customer Satisfaction scores
• Led successful implementation project of Regional Workforce Management Solution that led to 25% reduction in staffing costs associated with the Contact centers., With key purpose being centered on the development and execution of the strategic and operational objectives for the Operations Team, and accountable for the meeting of Customer Satisfaction targets
• Key areas of focus and collaboration are, but are not limited to, retail channel, project management office, customer service center, sales, and contact center.

An integral member of the General Management Team, accountable for the development and implementation of the Company’s business and professional objectives

• Key responsibilities include strategic management of functional areas of sales, marketing, technical services, and operations.
• Implemented and developed operational standards, policies, and procedures.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Held monthly meetings to create business plans and workshops to drive successful businesses.
• Reviewed and analyzed reports, records, and directives to obtain data required for planning department activities.
• Provided strong leadership to enhance team productivity and morale.

An integral member of the Senior Management team, accountable for the strategic development and performance management of the Consumer Services provided by the outsourced contact centres in three separate locations across the Caribbean simultaneously. Key responsibility for the strategic management was the development and implementation of Customer Support Solutions.

• Spearheaded the creation, and dissemination of Training Materials and Support Documents for users across the region to build awareness and compliance with Incident Management policies and procedures
• Developed processes for the management of network failures which increased resolution times for network failures by 40%
• Managed the implementation of remedial preventative measures to prevent future incidents leading to a reduction in network failures by 20%

ACHIEVEMENTS

• Strategized improvements for Contact Centre performance against set KPIs for Service Levels and Call Quality through the employment of reporting matrices and customer satisfaction surveys resulting in a 15% increase in Customer Satisfaction Scores across three customer service centres
• Created internal and external communication protocols for major incidents to drive alignment among regions on incident resolutions
• Increased awareness of Impact through the creation of the Wall of Shame for departments failing to adhere to the Communications SLA resulted in a 60% reduction in failures
• Assisting HR in redefining job roles/descriptions for Production Staff resulting in creating a leaner structure leading to decreased Operating Expenses
• Collaborated with the IT Department to create and rollout improved ticketing system for the Contact Centre leading to increased efficiency in the escalation of issues across the business by the Contact center.
• Visited sites periodically to view service levels and adherence to global service standards.
• Monitored staff performance by actively engaging in and observing day-to-day activities.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules, and monitored performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

With responsibility for the Contact Centre performance offered to the Cayman, Turks and Caicos and Bermuda markets, key responsibilities including identifying cost efficiencies, providing strategic direction to the Contact Centre and Support Departments for the delivery of exceptional customer service to the three Business Units in the Caribbean.

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Performed weekly quality audits of calls leading to increased quality performance
• Performed Call Volume Analysis leading to efficient resource planning leading to a 20% reduction in operating costs for the Contact Centre
• Creation and Conducting of Cultural Training for Jamaican Call Centre Agents for the effective handling of the Cayman, Turks and Caicos and Bermuda Markets resulting in a 25% reduction in Retention Costs
• Coordinated with the Marketing and Retail Stores Departments to create more push information mediums for customers resulting in a 30% reduction in volumes of call volumes

Under the direction of the Vice President, Customer Services, led several process improvement projects geared towards improving the level of customer centricity within the company. Key areas of focus were the Back Office, Retail Stores, Network Maintenance, Information Technology and the Marketing Departments.

• Created Back Offices processes leading to minimizing of resolution times for the key transactions including the processing of new service applicants, setting of appointments for Service Technicians.
• Collaborated with the IT Department to create and rollout improved ticketing system for the Contact Centre leading to increased efficiency in the escalation of issues across the business by the Contact Centre
• Conducted monthly presentation to the Executive Board on the performance of executed projects to increase sensitivity to customers’ needs