Mark E Kennedy Email & Phone Number

Mesa, Arizona, US

Orlando, Florida, US

Full service contact center performance consulting

Hampton, VA, US

Reported to the Vice President of Toll Operations (Faneuil). Managed a 320-seat inbound call center, providing support for multiple lines of business including general customer inquiries, tier 1&2 technical support, account replenishment and bilingual support of the F.D.O.T. SunPass Toll OperationsDaily meetings with SunPass executive team, providing.

Sarasota, Florida, US

• GRAND INCENTIVESGrand Incentives, Inc. is a fully integrated marketing company specializing in the administration & fulfillment of innovative travel & lifestyle incentive programs, operating in over 7.
• Accountable for $10MM P&L.
• Developed and implemented travel servicing initiatives, improving first call resolution by 22%.
• Key driver in championing Grand Incentive value, implemented performance improvement and development strategies that have reduced attrition while increasing revenue by 38%.

El Segundo, CA, US

• DIRECTV Miami, FLA $27.2B direct broadcast satellite service provider and broadcaster transmitting digital satellite television and audio to households in the United States, Latin America, and the Caribbean. The.
• Accountable for $20MM P&L.
• Developed and implemented cost reduction initiatives, saving $3.5MM annually.
• Key driver in championing DirecTV value, additional soft skills training, and incentives, improving C-Sat scores from 70% to 85%.
• Implemented IVR and RightNow email system, increasing back office productivity by 30%+ and reducing monthly billable hours by 200 hrs.
• Consolidated tier 1&2 tech support, tightly monitored ACW time and eliminated data entry redundancies, improving customer experience, service levels, and occupancy.

• BARNES & NOBLE Orlando, FL (Virtual)Barnes & Noble.com is a $450MM subsidiary of the nation's #1 bookseller, $7.1B Barnes & Noble. The online retailer sells books, textbooks, magazines, music, software, DVDs.
• Accountable for $10MM P&L; managed 400 vendor seats, partnering with Connextions.
• Renegotiated vendor contracts, creating fully loaded rate vs. base rate, saving $200K annually.
• Vendor sites consistently met or exceeded all contractual metric goals.
• Reviewed and analyzed vendor activities and trends, comparing against industry standards.
• Assessed vendor’s performance reports and determined appropriate staffing levels and scheduling.

Fort Lauderdale, FL, US

• THE RESULTS COMPANIES Dania, FL (Virtual)A $200MM provider of leading-edge customer contact solutions, including customer care, tech support, back office, and sales and retention. The company specializes in financial.
• $24MM invoicing responsibility across 5 sites and 1,000 total seats, including 150 at-home agents.
• Dotted line responsibility for all site directors.
• Met or exceeded all established EBITA goals for each site.
• Grew TCV of accounts from $17MM to $24MM in 1 year.
• Met all overall revenue goals across all sites.

Jeffersonville, IN, US

• ACCENT MARKETING SERVICES Winter Haven, FLA $120MM provider of CRM and contact center support services to the telecom, financial services, consumer electronics, automotive, and home appliances verticals. The company.
• $7MM P&L; managed 21 direct reports and 400 indirect reports.
• Achieved organic client growth, driving revenue from $4MM to $7MM during tenure.
• Consistently met all established EBITA goals.
• Marquee clients included Sprint, Nextel, and Boost Mobile.
• Designed and implemented new hire targeting, staffing, and retention strategies, reducing attrition from 11% to 8%.