Marcus Mata Email & Phone Number

Greater Minneapolis-St. Paul Area

As a Sr. Manager in Global Service Delivery I provide strategic leadership for a team that manages multiple Service Centers and BPO Operations around the globe for a variety of work types in a variety of industries. My responsibilities include managing operational expenses, contract negotiations, program and project management, driving operational efficiency through process and technology solutions and analyzing and sharing program insights to key stakeholders to help drive change in our organization. The business models of the various programs I am responsible for include managed services, shared services and white label services.

As a Manager in Global Operations I led a team that had oversight of a segment of third party service center relationships. These programs were mainly managed services in nature and included programs where Target leveraged other companies to offer products and services under a white label. During this time I led and/or participated in RFPs, contract negotiations, product/program launches, and also maintained oversight of ongoing operations post launch.

Greater Minneapolis-St. Paul Area

As a Vendor Project Lead I had oversight of several contact center vendor operations. I was responsible for overall vendor performance, as well as on-boarding and decommissioning vendors.

Greater Minneapolis-St. Paul Area

As a Vendor Resource Coordinator I managed the day-to-day operations for multiple vendors. I was responsible for driving KPIs for each of my programs.

Greater Minneapolis-St. Paul Area

As a Marketing Manager I was responsible for managing multiple third party outbound call center marketing efforts. Was responsible for meeting sales and quality goals, and also was asked to build a quality audit program for all company outbound marketing initiatives.

San Antonio, Texas Area

At West Teleservices I spent several years being promoted into a variety of positions. I started on the phones in operations and was promoted to Supervisor within two months. For the next three years I moved to various roles including Training and Call Quality as I earned my degree from UTSA. I then was promoted to an Associate Account Manager in Client Services, and eventually Account Manager in Client Services where I managed and grew my own book of accounts.