Mark E. Bergstrom Email & Phone Number

Sandy, UT, US

Lehi, Utah, US

Lehi, Utah, US

Lehi, UT, US

• Manage a team of 6 Implementation Managers and 3 Implementation Specialists.
• Plan implementation resources and project assignments for all new business.
• Engaged in sales process to ensure all requirements fall within platform guardrails.
• Implement MCX survey and dashboard analytics SAAS for Small Cap to VLE customers.
• Develop timelines, gather requirements, manage risks, engage stakeholders, and track issues through completion to ensure successful project completion.
• Manage platform performance related tasks including opening tickets, submitting enhancement requests, staging testing, and improving the product training approach.

Basking Ridge, NJ, US

• Scope - 4 call centers, 2 vendor locations, and over 19 million Business and Government customers.
• Implement strategies and project plans to minimize Churn for Business and Government accounts.
• Developed requirements for intelligent tool to assist frontline employees.
• Launched new department to provide solutions and save High Risk customers.

Basking Ridge, NJ, US

• 26 Centers across 4 Areas, as well as 28 Vendor locationsQuality System and Tool Development
• Partnered to implement vendor software with Verizon specific system requirements. o Medallia, Sprinklr, and Touch Commerce
• Gathered operational requirements for VOC software for multiple workgroups/channels.
• Project Managed IT development of an improved coaching tool (DRIVE).o Responsible for stakeholder alignment, key requirements, risk management, and updates. o Developed over 80 leadership forms for various workgroups.
• Support After Call Survey (ACS) during implementation of new questions and addressed issues driving low survey volume.
• Gained understanding of ACS vendors and data flow s critical to ensure operations.Quality Strategy Development

Basking Ridge, NJ, US

• Managed initiatives to reduce unnecessary Customer Credits and Equipment Discounts.
• Led weekly trainings on new and existing process and best practice.
• Organized and conducted focus groups on OC&C reductions and negotiation techniques.
• Partnered with Director Teams to develop and implement Action Plans.

Basking Ridge, NJ, US

• Managed Tech Support team of up to 14 representatives.
• Partnered with other departments as POC for Loyalty, Staffing, and Emergency Response Team.

Basking Ridge, NJ, US

• Organized and executed Training Priorities for the Salt Lake Call Center.
• Partnered with Curriculum Development to improve NH Training Delivery.
• Managed 9 Customer Service Trainers and address HR related complaints for all NH employees.
• Performed weekly read-outs on New Hire performance and Training completion results.

Basking Ridge, NJ, US

• Manage day-to-day responsibilities of 16 Coaches, and up to 120 NH employees.
• Recognized with Partnership Award (Nov 2006) for work with Training dept.
• Developed 12 week Transition Curriculum, which was implemented throughout the country.
• Wrote M&P for the Duties and Responsibilities of the Transitional Supervisors and Coaches.

Basking Ridge, NJ, US

• Organized and implemented contests and promotions to improve CX throughout Call Center.
• Met all-important deadlines regarding Audits, and Monitors, and Training completion.
• Received Partnership Award (Aug 2006) for work assisting IMT with their processes.