Marcos Arias Email & Phone Number

Atlanta, GA, US

Provide leadership to achieve the fullest attainment of the mission statement of Blessed Trinity Catholic High School. Responsibilities include managing Catholic identity, vision, mission and philosophy, finances, development and fundraising efforts, care of the physical facilities, marketing, public information, and maintenance of positive relations with.

Metro Atlanta, GA, US

I have responsibilities over policy, fiscal guidance and strategic direction as a member of the Board of Directors to American Rescue Associates (ARA). ARA is delivering end-to-end digital solutions for managing critical health records. Operating at the center of government, industry, nonprofits, and technology, American Rescue Associates makes it possible.

Atlanta, Georgia, US

Trusted Advisor to Sobo.ai portfolio of clients. Sobo delivers on the promise of AI by supporting business owners to build more profitable companies. Leverage AI-assisted actionable insights and provide proactive data analytics to transform customer experiences for business success in growth, saving cost, and retaining customers. I employ my unique.

• Trusted executive advisor to clients transforming customer experiences into business success to grow revenues, streamline costs, and retain customers. Supporting B2B and B2C clients with holistic, strategic end-to-end.
• Transformed loyalty marketing for seven global restaurant brands to one way of working
• Developed and collaborated on prestigious private school 6-year strategic plan launch
• Led contact center channel consolidation planning across a multi-state, multi-billion-dollar health system organization | $40M annual revenue generation; additional cost savings
• Formulated business plan for $52M aesthetic and dermatological company
• Designed and implemented medical surgical device startup B2B inside sales and sales support organization for account development, customer training, and growing maintenance revenue

Atlanta, GA, US

I collaborated with senior leadership to transition from BCG, design and complete discovery of the portfolio of programs and projects. My focus is driving change management across multiple brands to deliver on strategic business objectives of platforms and one way of working. My responsibilities are: · Transformed loyalty customer engagement marketing for.

Conyers, Georgia, US

Customer Experience/Customer Success Site Leader with direct management of Inside Sales, Customer Service, and Application Engineering teams, including training and development. I was hired to stabilize, enhance, and drive growth. I led the account management responsibilities to nurture and grow our enterprise client base. Cross-functional management of.

Atlanta, Georgia, US

• Global Advisor supporting B2B, holistic, strategic end-to-end customer experience success. Primary focus is on sales, sales support, pre-sales, quoting, service delivery, maintenance and invoicing to support financial.
• Enabled B2B customer experience program (Qualtrics Voice of Customer, customer data analytics, empathy mapping, and customer journey touchpoint insights) for market leader to reach a world class Net Promoter Score.
• Deployed global and regional (LATAM, APAC, EMEA, NAMER) customer experience programs to drive regional targets of NPS, Customer Loyalty, Customer Satisfaction, Customer Effort, and other customer experience metrics
• Used Customer personas. voice of the customer analytics, empathy mapping, customer journey mapping, and customer advisory insights to drive customer experience action plans
• Established global onboarding transactional voice of customer (touchpoints) program to improve the overall customer experience by 23%
• Enabled Salesforce CRM to track CX marketing efforts in support of double digit YoY B2B revenue growth

Dallas, TX, US

• Sponsored by SVP to lead a 600+ person, B2C/B2B, multi-site team of Customer Care and Sales Channel Support Voice & Chat as backstop support of $20B customer experience portfolio. Role included creation and.
• Drove 30% YOY volume reduction through proactive initiatives and business process/operation improvements tactics achieving over $5M savings
• Achieved 69% faster Average Speed to Answer through corrective operational procedures and optimized workforce scheduling
• Aligned marketing forecast to center operations reducing absenteeism 10%
• Increased mobile app digital adoption by 1,000 basis points through gamification techniques
• Business Process and AI workflow improvements resulted in $2M savings to other organizations

Dallas, TX, US

• Invited by Marketing VP to Direct a 7-person team with nationwide B2C / B2B end-to-end customer experience across every channel touchpoint. This role rolled up to Entertainment CMO and included cross-functional senior.
• Technology redesign of $8 billion dollar portfolio; Providing $154 million NPV return to business
• Simplified Online Registration and Service Auto-activation with IT/Business matrix team of 125 resources to increase revenue $88M
• Streamlined customer care center support by 48% and technician visits by $41M; Reduced Service Cancel Rates 17%; Providing $39M NPV Designed and launched nationwide advertising claims for reliability, speed and.
• Drove $12.5M cost efficiencies in customer care centersImproved customer Wi-Fi experience to auto restore from the cloud their home network devices; decreasing care support by 4%Increased nationwide speed 31%; Enhanced.

Dallas, TX, US

• Promoted to direct 6-person, nationwide B2C / B2B Product Development and Marketing Team. Rolled up to VP. Ownership of up to $25M customer experience marketing projects across all sales distribution channels. Managed.
• Designed and executed U-verse 1st Strategy; Drove 50% sales to new platform within first year
• Launched and augmented customer self install; Improved sales lift 1% and reduced costs $8M
• Delivered new cutting edge technology and accelerated market coverage expansion; Improved sales lift by 6%
• Re-designed digital channel with streamlined flow and better bundled offers for acquisitions
• Managed digital and traditional marketing channel mix to optimize top-line revenue, acquisition cost, and lifetime value; Increased digital channel mix from 12% to 22%

Dallas, TX, US

• Managed B2C/B2B product lifecycle portfolio with a nationwide, cross-functional team to increase opportunity for data services for consumer and small business customers. Deployed initiatives across Mobility, Online.
• Achieved $1.5M revenue with World of Warcraft co-marketing
• Delivered 2% sales lift and 40% attach rate with Wireless/Wireline data bundle offer with laptop
• Launched Go to Market AT&T Internet Security Suite Software App powered by McAfee and managed migration from previous security vendor; attach rate of 80%
• Implemented Value Added Services Bundle with 128% upgrade results; Project Managed IT sales and provisioning systems deliveryDirected Internet Security Software App Attachment and Revenue Growth (Small Business &.
• Developed product roadmap for enhancements and functionality

Opened new retail children's clothing, books and toys brick and mortar store. Included e-commerce as part of business growth. Drove Revenue Growth 300% from Year 1 to Year 5. New store requirements:1) Established an Operational Infrastructure:- New POS system,- New inventory system- New accounting system- IT Hardware, software and connectivity support.

Responsible for Wi-Fi Hotspots, Home Networking, and Internet Security Software App for sales, installation, service, and billing across consumer and small business segments. The role was responsible for P/L, subscriber growth, and IT delivery of service offering in sales and provisioning systems.

• Vendor Relations/Supply Chain:
• Drove business requirements with operations and engineering vendors (savings averaging 74.3%)
• Systematically qualifying vendor viability and business capabilities (i.e. Operational Support Systems (OSS) Vendor Viabilty)
• Guided team to extract value with software, hardware, professional services, & telecom providers
• Drove supply chain organization to ISO 9001 Certification as part of ISO 9001 TeamOperations Intelligence:
• Program managed an efficient, effective, and automated process for IT data delivery at a dashboard, scorecard, and a drill-down level for decision-making (Business Intelligence Platform)

• Responsible for the Sales & Marketing Team of this Internal Startup, BellSouth Internet Exchange (BIX), a wholly owned subsidiary of BellSouth. BIX deployed and operated a four node wave network in South Florida.
• Expanded and enhanced a multi-award winning (IEC and SuperComm) Fully Meshed, Optical Network in South Florida (Florida MIX) with 120 10Gig wave capacity & global reach
• Increased revenues by 2100% and customer base by five-fold at BellSouth Internet Exchange
• Customers were educational institutions, telecommunication carriers, internet providers, and data centers
• Closed in Uruguay on BIX's largest international transaction in South America
• Engaged multi-distribution channels to sell services by providing training, marketing tools, and support

• Product Development, Product Marketing & Account Management:
• Directed the wholesale product team to develop new Technology Services and managed life cycles ($170M revenues)
• Directed wholesale strategy, business development expansion of account portfolio
• Responsible for revenue assurance (customer loyalty, trade shows, and events); one customer loyalty event had a $36M positive revenue impact
• Supervised and managed customer account management group with $189M revenue commitment
• Accounts included domestic US & international customers powered by our US, South American, and European Networks

Master Of Science In Management (Mba)

B.S., Biomedical Engineering

Master'S Certificate, Project Management