Mark Blackshear Email & Phone Number

Atlanta, Georgia, United States

Manager, Sales Speech Analytics & Compliance FleetcorApr 2021 - Present · o Created a new Quality Assurance program for the North America Fuels division of FLEETCORo Manage team in multi-channel contact center environmentso Provide leadership to all staff in quality improvement as it relates to process improvement, customer experience, compliance, system testing and process controls.o Design all necessary scorecards and feedback loops for Sales, Learning and Development, and Compliance o Review monthly and quarterly quality analytics and prepare the presentation of results for executive teams o Collaborate with key stakeholders, subject matter experts, product owners, and cross-functional leaders to align on critical areas of focuso Connect with Sales leaders and peers to better understand and support a global strategyo Participate in customer and client listening programs to identify customer needs and expectations.o Coordinate and facilitate call calibration sessions for call center leadershipo Create metrics and score conversations against Sales training, talk tracks, and product claims.o Developed and executed cross functional speech analytics projects in collaboration with various stakeholder groups to continuously improve our speech analytics program utilizing Salesforce and NICE CXone o Developed and owned the reporting for all quality programso Established a well-defined set of performance metrics and policies for the team.o Collaborated with legal to ensure that compliance and risk prevention measures were in placeo Launched a new speech analytics tool NICE CXone o Automatic analysis of every voice, email, and chat interactiono Customize datasets and categories to discover trendso Use AI to evaluate cues and Sentiment detection o Analyze interactions using categories, sentiment, frustration, keywords and entities together with interaction metrics to find valuable insights

Atlanta, Georgia, United States

o Hired, onboarded, and trained teams of small consumer loan Sales agents o Coached and managed global call center staff through challenging customer service issueso Analyzed call center data and prepared reports for upper managemento Evaluated staff effectiveness and performance annually or on an at-need basiso Led team meetings and delivered presentations to executiveso Developed monthly, quarterly, and annual call center goals and action planso Prepared work schedules to ensure sufficient coverageo Created personnel and supply budgets for approvalo Launched a new speech analytics tool Genesys Cloud CX

Atlanta, Ga

o Verified that ThyssenKrupp Elevator branches were following best practices as determined by United States Field Operations managemento Performed pre-certification planningo Timely reported results for branch certificationso Subject matter expert regarding ThyssenKrupp Elevator operation and sales policies and procedureso Fostered relationships with key stakeholders on corporate, regional, district, and branch levelso Promoted the company’s continuous improvement philosophyo Promoted and supported a culture of change throughout the organizationo Promoted and supported a culture of safety throughout the organizationo Continuously identified training improvement potentials, collected and presented optimization proposals to the appropriate business process directorso Continuously identified and collected best practice SOPs and other members of the certification teamo Presented optimization proposals to the Director of Business Optimization and other members of the teamo Continuously identified and collected System-related optimization potential and other members of the certification teamo Presented optimization proposals to the Director of Business Optimization and other members of the teamo Closely collaborated with other members of the certification team to enhance the overall training

Greater Atlanta Area

o Led the development of the quality platform, scorecard development, call monitoring practices and reporting on resultso Educated other members of the QA Team and interfaced with leadership at all levels to improve employee performanceo Provided recommendations/resolutions to issues identifiedo Compiled and disseminated accurate reports according to specified time frames. Maintained open communication with all lines of business (LOBs) to ensure quality and compliance standards were being meto Integrated training, marketing, and new initiatives into QA Program as neededo Led the CAN-related QA process activities to include calibration sessions and project planning; maintained a thorough knowledge of CAN programs, policies, and procedureso Monitored consumer loan agents to ensure that they were following proper processes and procedureso Monitored both Sales and Renewals and was directly responsible for the month-to-month increase in Quality scoreso Communicated with Merchants to assist with any escalated Customer Experience issueso Evaluated CSAT results and other internal outlets to collect and resolve Merchant complaints o Developed and delivered ad hoc reporting to supported vendorso Served as mentor to new hire classes to ensure a seamless transition to the production flooro Created and provided training materialso Partnered with Learning and Development Department to ensure accuracy of job aids and process mapso Monitored the entire Customer Lifecycle o Launched Genesys a new Speech Analytics tool

o Evaluated transactions to determine if performance met quality expectations. Transactions including inbound and outbound calls, tickets, orders, and written correspondenceo Conducted root cause analysis on monitors and recommended process improvements to enhance customer satisfaction and business resultso Within the Quality evaluation system, provided written communication to explain the results of monitors and process expectationso When warranted, provided oral communications with management to discuss/explain the results of monitors and process expectationso Ensured a consistent approach to transaction monitoring by attaining and maintaining calibration performance targets. Applies monitoring guidelines such as sampling rules and the use of QA toolso Within Quality JIRA system completed internal calibration transactions to ensure a common approach to call monitoringo Made substantial contributions as a participant during meetings (calibration, and staff meetingso Contributed to developing and facilitating agent workshops, and new hire QA presentationso Assisted with overflow customer calls during a center emergency to help center and maintain call handling skills. o Launched a new telephony tool Calabrio

Graduate Degree, Computer And Information Systems Security/Information Assurance

Graduate Degree Program in Information Security.

Bachelor'S Degree, Technical Management