Mark Doucette Email & Phone Number

Well it’s been quite a Career journey since my first professional job back in 1978 however now it’s time to enjoy travel and spending time with family and friends.

Enderby, British Columbia, Canada

Responsibility encompasses all day to day and Strategic Human Resources Operational support needs for the Administrative side of the Nation.

Whitehorse, Yukon Territory, Canada

In my role as HR Manager I have been tasked with developing key strategic initiatives and work plans to improve and modernize key functional areas such as Recruitment & Onboarding, Job Descriptions and Salary evaluation, Policy Manual implementation, Employee Experience and Recognition, Management accountability, Training, Implementation of HR automation tools.

Whitehorse, Yukon Territory, Canada

My responsibilities encompassed the leadership for the day to day operations of Finance, Administration, Human Resources and I.T. for the Association- in the first 60 days of my work I authored and implemented an Employee handbook/ HR policy manual. During this same time frame I also on-boarded an Employee benefits program.

Carcross, Yukon, Canada

In my role, I lead the development and implementation of the Centre’s operating requirements including financial management, staffing, supervision, and event management.Key responsibilities include; Management of the Learning Centre general budget, including project and O&M expenses, the tenant lease agreements and associated billings, and facility rental agreements.From December 2019 thru January 2022 I also held the interim management responsibility for C/TFN government-wide Information Technology and Telephony support.

Orillia On

Responsible for all aspects of Customer Care delivery supporting the highest quality customer satisfaction through our full service marine locations. Pride Marine group has been named the top marine dealer in the country.- developed KPI dashboard and implemented all supporting metrics to enhance business intelligence through data analytics- leverage Lean process improvement concepts to improve efficiency and workflow within the Customer Care Centre- implemented enhanced customer demographic data capability within our CRM to facilitate improved customer experience when dealing with the Customer Care team- implemented a new compensation plan for Customer Care team to reward lead generation for Outbound appointment setting

Montreal, Quebec, Canada

Responsible for all aspects of the coordination and movement related to receiving of raw materials and shipping of finished goods in support of daily operations production requirements. - Improvement of Warehouse space utilization in support of Pick & Pack fulfillment workflow- Productivity gains in pallet shipping preparation via improved product strapping technology- Implemented visual Kanban queue in the shipping department to support improved tracking of Work in Process (WIP)

Baker Lake, Nunavut Canada

Reporting to the Chief Financial Officer, my primary responsibilities encompassed customer service, billings, collections and accounts receivables. My accountabilities included planning, coordinating and controlling the activities of the customer care area to enhance and maintain customer relationships to meet the Corporation’s strategic goals and objectives.Key AchievementsRecouped in excess of $2 million dollars in prior long-term arrears by engaging large commercial customers at the “C” level to negotiate realistic and achievable repayment plans.Implemented the strategic and tactical actions that improved “DSO” cycle time on collecting utility billings revenue.Directed and lead the project development and deployment for a new Voice of Customer Satisfaction Survey program.Mentored Customer Service team staff in the creation and maintenance of departmental “job function desk books”. Partnered with Operations and I.T. to successfully implement the workflows and process changes necessary to transition our largest community from traditional manual meter technology to SMART meters.

Toronto, Canada Area

Reporting directly to the President, primary responsibility for obtaining measurable customer satisfaction though implementation and ongoing management of Net Promoter Score metrics leveraging CRM tools. Mandate included implementation of effective customer service processes, standards and metrics to ensure effective delivery of projects to the Operations manufacturing team and external customers.Key AccomplishmentsAligned and restructured the front-end Customer support team, including improving workflow coordination between Customer Care Specialists and Project Managers. Researched, developed and deployed an External Voice of the Customer survey program to measure client satisfaction for all operational segments of Webcom. These two major projects were successfully delivered during my first 90 days on the job.

Multiple Locations In Canada & Usa

Reporting directly to the Director of North American Call Centre Sales in Minneapolis MN, I was responsible for the sales and operational performance of multiple teams deployed in both of the USA and Canada. Key AchievementsPartnered with Marketing team to define strategy and messaging content to improve market penetration in our Key Large Accounts segment.Collaborated with Corporate Training and Marketing teams to provide Sales agents with core learning opportunities that helped them better understand the different market segmentation types and the personas of our small business customers.

Midland On

Reporting directly to the Director of Business Operations, I was responsible for the day-to-day operations of Order Entry, Customer Service, Key Account Support and the Custom Print estimating teams and their leaders operating from multiple site locations within Ontario. Key AccomplishmentsRecognized for driving down cost and increasing order quality and data entry productivity through development of new departmental KPI’s that were leveraged utilizing Lean concepts to deliver meaningful workflow process improvements. This resulted in significant gains on our Custom Order Entry metric from below 3.0 to greater that 5.5 Orders per hour.Created a cultural mind shift that employed coaching, witness monitoring and continuous feedback that drove incremental improvements of greater than 20% in customer satisfaction through a focus on associate ownership of 1st Call resolution.Championed and implemented an IVR survey tool to capture and measure segment “Voice of Customer” feedback, driving the department to achieve world class customer service satisfaction scores in the 90 -95% level.

Mississauga On

Manager Customer Service Central Region 2002 - 2008 Operational management supporting a team of approximately 30 FTE’s in a business unit with sales revenues in excess of $110 million dollars. Supporting clients ranging in size from major Financial Institutions to small independent businessesKey AchievementsCoached front line CS responders towards achieving FCR along with providing first-class administrative support to the sales teamsAdministrated all National Customer Service KPI'sDeployed root cause analysis improving quality and accuracy of order entry. Resulted in improved first pass yield from approximately 95% to 98% Improved Customer satisfaction through utilization of Call Management Software tools that transformed how inbound client requests were managed and tracked from call initiation through to resolution. Developed and took complete ownership for a National CS staff recognition program Deployed a customer service model that achieved an overall cost saving through a 23% reduction in the number of FTE’s. District Sales Manager (Relizon) 2000 - 2002Responsible for the profitable delivery of $9 Million dollars in target revenues working in the Toronto mid Market territory.Led a business development team of up to 10 direct field sales representatives and associated support personnel in developing district sales and expanding the existing customer base.Sales Consultant (R.L. Crain / Crain Drummond) 1988 - 2000 Progressed through variously more senior sales assignments and territories beginning in Ottawa, and moving on to Sault Ste Marie and Barrie OntarioContinually grew business revenue and gross margin contribution, increasing personal sales revenue from $250k to approximately $800k over this period

OTA was a membership owned fur auction facility that acted as a Non Profit Marketing facilitator, selling Natural Canadian fur products to the global industry.