Marcel Barrera Email & Phone Number

Texas, United States

Irvine, California, Us

In my current role as Chief of Strategy and Operations at ServiceMob, I spearhead our strategic vision while ensuring seamless execution across the organization. I work closely with executive leadership to refine and drive our business strategy, ensuring that we capitalize on opportunities in the rapidly evolving service and support industry. My role encompasses overseeing the operational backbone of ServiceMob, ensuring that we consistently deliver cutting-edge AI-powered Ontolytics to our clients while maintaining operational excellence.I lead cross-functional teams to ideate, implement, and scale ServiceMob's proprietary data solutions, transforming customer service data into actionable insights that drive business growth. My focus is on leveraging AI and machine learning to unlock the potential of service and support data, helping our clients make smarter, faster decisions that improve both customer satisfaction and financial performance.

Irvine, California, Us

As Senior Vice President at ServiceMob, I was responsible for designing and executing the Go-to-Market strategy for our Enterprise Service/Support Platform. My role involved ideating with clients and demonstrating how ServiceMob's AI and machine learning capabilities could transform their dark, fragmented service data into powerful, business-driving insights.I worked hand-in-hand with C-level executives to craft use cases that showcased the value of ServiceMob's Ontolytics platform, helping organizations improve gross margins and drive top-line revenue. I led efforts to introduce industry-first metrics, including Chat Concurrency Rate and Post-Interaction Transactional Churn (PITCH), providing clients with deeper, actionable insights into their customer service operations.ServiceMob's Ontolytics platform democratizes data, closing gaps between disparate data sources to ensure businesses can access the insights they need to make better decisions. In this role, I was instrumental in positioning ServiceMob as a leader in the service and support industry, driving innovation and delivering tangible results for our clients.

Worldwide, Oo

At Deloitte, I partnered with C-Suite executives to deliver transformative strategies that redefined customer experience (CX), service operations, and CRM across diverse industries. My work focused on enhancing business ecosystems, optimizing operating and service models, and fostering digital transformation to help clients stay ahead in an increasingly digital world.I provided strategic guidance on the design and deployment of CRM and Customer Experience Management (CEM) technologies, ensuring that clients harnessed the full potential of these platforms to drive value across the customer journey. Through detailed stop-gap analyses, I identified critical opportunities for improvement, leading to significant enhancements in customer engagement and satisfaction across omni-channel touchpoints.Beyond crafting impactful strategies, I consistently identified and leveraged sell-through opportunities that unlocked additional client value. These efforts generated measurable business outcomes, driving top-line revenue growth and operational efficiencies for my clients. By aligning technology with business goals, I enabled organizations to deliver superior customer experiences, improving brand loyalty and long-term financial performance.Client Results:Delivered over $25M in cost savings through operational efficiency improvements and optimized service models.Increased customer conversion rates by up to 15% through enhanced CRM/CEM strategies and digital transformation initiatives.

Teaneck, New Jersey, Us

At Cognizant, I developed and led the practice’s offerings in Customer Experience, Customer Analytics, and Digital Strategy, delivering transformative solutions to clients across industries. My focus was on designing strategic frameworks that enabled seamless omni-channel customer experiences, optimizing service operations, and driving sustainable digital transformation.I was responsible for crafting the Go-to-Market strategy and consulting framework that supported our commercial offerings, helping clients accelerate sustainable change in their customer experience and operational capabilities. Through deep insights into the intersection of people, process, and technology, I enabled clients to navigate complex transformations that improved both customer satisfaction and operational efficiency.One of my key achievements included leading a Salesforce Health Cloud Phase I implementation for a large payer provider, ensuring the project delivered substantial improvements in customer care and operational workflow. Additionally, I redesigned the service model and customer journey for a global food and beverage company, which yielded $5 million in cost savings, showcasing my ability to drive impactful results through service model optimization.Client Results:Led digital transformation initiatives that improved customer experience and service efficiency across various sectors.Drove a $5M cost savings for a global food and beverage client through a redesigned service model and optimized customer journey.Successfully implemented Salesforce Health Cloud for a major healthcare provider, streamlining processes and enhancing customer care.Designed self-service strategy solutions and digital blueprints that delivered seamless, omni-channel customer experiences for enterprise clients.

Paris, Fr

At L’Oréal, I provided strategic guidance to enhance customer experience, drive digital transformation, and achieve operational excellence across the organization. My role involved architecting solutions for optimizing customer experience and digital engagement, ensuring that all initiatives were aligned with L’Oréal's business objectives and strategic goals.I contributed to the project management of critical supply chain initiatives, aligning resources, requirements, and objectives to drive successful execution. My efforts also focused on scoping and leading cost reduction initiatives that improved cost per unit, reduced the cost to serve, and created capital for further investment in customer experience initiatives.Key Achievements:Delivered strategic architectural designs that enhanced customer experience and digital engagement, contributing to stronger customer loyalty and brand engagement.Led cost reduction initiatives that resulted in improved cost per unit and cost to serve, creating financial capital to reinvest in customer experience projects.Played a pivotal role in managing supply chain initiatives, ensuring resource alignment and successful project outcomes in line with business goals.

Paris, Fr

In this role at L’Oréal, I developed and executed advanced customer experience strategies that significantly improved both Customer Satisfaction (CSAT) and revenue performance. I defined the overarching operating model for customer service, ensuring that processes were optimized to deliver a seamless and consistently excellent customer experience.My responsibilities included leading the integration of technology, people, and resources to drive effective change management throughout the business. By establishing clear standards of excellence and providing strategic architecture, I empowered L’Oréal’s brands to enhance the consumer lifecycle and foster deeper engagement across all touchpoints.Key Achievements:Architected customer experience strategies that led to measurable improvements in CSAT scores and contributed to revenue growth.Defined and optimized the operating model for customer service, ensuring streamlined processes that improved efficiency and customer interaction.Led change management initiatives, successfully integrating technology and resources to elevate the brand’s ability to meet consumer demands and expectations.Provided consultative strategic guidance that strengthened L’Oréal's brand positioning and improved long-term customer loyalty.

Dublin 2, Ie

At Accenture, I played a key role in evaluating client operations to identify cost savings, process improvements, and strategic initiatives that delivered measurable value across their ecosystems. My approach centered on designing and enabling initiatives that optimized service operations, enhanced customer experiences, and leveraged advanced technologies for sustainable growth.I worked closely with clients to assess their utilization of CX and service technologies, capturing and defining CRM business requirements that aligned with their strategic goals. I established key performance indicators (KPIs), service level agreements (SLAs), and procedural documents to improve service efficiency, efficacy, and productivity.Key Achievements:Designed comprehensive customer journey maps and personas to drive targeted improvements across the customer lifecycle.Led initiatives that enhanced First Contact Resolution (FCR), Customer Satisfaction (CSAT), and internal quality programs for clients, resulting in substantial operational improvements.Partnered with clients on the implementation of customer service and sales transformation strategies, utilizing data-driven insights to predict customer behavior and optimize customer interactions.Provided strategic guidance on improving IVR systems, agent routing, and automation to deliver better customer outcomes and operational efficiency.Architected high-performing operating models and strategy frameworks for consumer operations groups, ensuring that clients achieved sustained business performance and customer satisfaction.Through consultative and strategic approaches, I enabled clients to make informed decisions that improved efficiency, reduced costs, and enhanced the overall customer experience, positioning their operations for long-term success.

Direct customer care strategies for nutraceutical and supplement organization. Manage all four brands: Health Resources, True Health, Complementary Prescriptions, and Vitamin Research Products. Total demand 20,000-35,000 calls per month. Drive outsourced contact center who manages both order entry and customer service for our organization. Drive KPI’s improving customer experience, brand affinity, brand loyalty, and incremental revenue. Direct and lead corporate customer care team. Ensure service level metrics are maintained via phone and email support. Train and develop agent selling and customer service skills through ongoing training. Drive revenue via click to chat and email promotion strategies. Improve usage of two ERP and CRM applications.

New York, Ny, Us

Oversee account and project management for clients related to customer service and technical support. Train and Develop management team. Cut Costs, Improve Productivity and Efficiency. COPC certified contact center that requires TQM. Management Development, Project Management, and SOP development.

Berwyn, Pa, Us

Consulting Operations Manager for AT&T Client. DSL Campaign, outbound sales. Hire, Train, and Develop agent and managment. Quality and SOP development. Analytics and Dialer Management to increase performance. Develop coaching skills of management team to increase performance.

Paris, Fr

Drive up-sell programs and change product lines and offers to increase revenue. Promote internal contests and marketing campaigns at the call center. Focus on corporate marketing campaigns and integrate strategies at call center. Monitor and track 3rd party programs and search engine recommendation system reporting statistics, and interpreting data. Maintain Client Relationship Management with 3rd party clients. Meet with Marketing Directors and Brand Presidents to discuss current demand projections and sales results. Plan and create agenda for site visits. Create budget and forecast sales results for contact centers. Manage non-phone support, in 2008 saved Redcats USA $29,000 with tight budgeting and process improvements. Manage sales incentive program.

Paris, Fr

Report to VP business results for King-Size and Roaman’s Brand. Manage 3 – 9 supervisors with over 400 associates. Ensure that supervisors are able to focus on team results, interpret team data, and provide actions plans needed to improve team performance. Participate in forecasting volume. Maintain ASA, AHT, Efficiencies, and Payroll Efficiency. Meet with King-Size and Roaman’s President weekly and discuss performance of the brand, sales, credit, and phone volume. Conduct Merit Reviews for management. Report P&L monthly to VP and variables that impacted results. Maintain budgets for non-phone support. Conduct audits of supervisor’s performance, file keeping, and documentation. Increase Customer Experience Scores for the Call Centers. Take on additional cost/revenue projects.

Paris, Fr

Supervise team sizes ranging from 29- 75 associates. Develop associates abilities to increase sales and revenue. Drive customer experience at the agent level. Provide weekly feedback specific to performance for associates. Provide customer experience scores to associate calls monthly and provide feedback on monthly performance. Submit merit reviews for associates. Started with organization as associate in July, 2004.

Omaha, Ne, Us

Second in command for department. Manage and develop four supervisors along with increasing sales in an outbound call center with a staff of 96 marketing representatives. Helped to increase sales and reach department goal of 50,000 line conversions to AT&T local service in three states. Monitor inbound call center program inclusive of all metrics. Conduct training sessions for new projects; train up to 90 marketing representatives at a time. Develop and train management staff through "management 101 training course": develop basic management skills, such as; communication, time management, critical thinking skills, and decision making abilities.

Mba, Business Administration

Salesforce Advocate | Crm Strategist, Salesforce Service Cloud | Marketing Cloud | Einstein | Lightning | Object & App Enablement

Bsba, Business Administration