Mark E Kennedy

Mark E Kennedy Email and Phone Number

Owner, Kentel Solutions / Consulting Partner, at SMART Customer Solutions @ SMART Customer Solutions
Mark E Kennedy's Location
Lakeland, Florida, United States, United States
Mark E Kennedy's Contact Details

Mark E Kennedy personal email

About Mark E Kennedy

PROFESSIONAL SUMMARYWith over 25 years as an innovator in the call center industry, I have successfully directed the operations of my own businesses and multiple fortune 500 organizations.In 1992 I started Ad^Rite Marketing, a pharmaceutical advertising company that specialized in prescription packaging advertisements for the health care and related industries. In 1993 I started a spin off Ad*Rite called ATS Marketing Research, a product and political research firm specializing in phone surveys, measuring the attitudes and thoughts of consumers and voters in the U.S. and around the world. After selling my stake in ATS, I led the operations for multiple Fortune 500 companies, including AT&T, DIRECTV, and Barnes & Noble. I’ve directed several BPO organizations such as CCI, Accent Marketing, The Results Companies, and Faneuil Inc. Clients included Sprint / Boost Mobile, Verifone, Murray, WellCare, and the Florida Department of Transportation. In 2015 I started Kennedy & Associates, now Kentel Solutions, a call center consulting firm specializing in metric performance improvement, call center acquisitions, start-up, growth management, senior management recruiting, quality improvement, and training evaluation. Clients include Celebrity Cruise Lines, Peddle, BrightView, Ford Motors, and Accent-Ventures, among others. CORE COMPETENCIES♦ Site profitability strategies ♦ Call center ramp-ups and turnarounds ♦ Outsourced vendor management ♦ Broad knowledge of CRM technologies ♦ Program design/implementation ♦ Workforce management ♦ Talent selection, training, and leadership development ♦ Benchmarking and performance metrics ♦ Committed to exceeding client expectations ♦ Meticulous about quality control ♦ Customer acquisition and loyalty ♦ Solid record of igniting stagnant business and transforming declining operations ♦ Benchmarking and performance metrics expert ♦ Consistently achieving the unexpected for my clients

Mark E Kennedy's Current Company Details
SMART Customer Solutions

Smart Customer Solutions

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Owner, Kentel Solutions / Consulting Partner, at SMART Customer Solutions
Mark E Kennedy Work Experience Details
  • Kentel Solutions Llc
    Founder
    Kentel Solutions Llc Sep 2020 - Present
  • Smart Customer Solutions
    V.P. Contact Center Operations
    Smart Customer Solutions Jan 2019 - Present
    Mesa, Arizona, Us
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  • Accent Ventures
    Partner-Contact Centers
    Accent Ventures Nov 2017 - Present
    Orlando, Florida, Us
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  • Kennedy & Associates
    Founder
    Kennedy & Associates Mar 2015 - Present
    Full service contact center performance consulting
  • Faneuil Inc
    Director, Florida Sunpass Csc
    Faneuil Inc 2014 - 2015
    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 consultative recommendations on metric performance, staffing, forecasting, etc.$12MM P&L; manage 12 direct reports and 380 indirect reports.Partnered with the reporting and database team to automate and create new online reporting portals, allowing for easier, more informative online reporting access.Designed and implemented new hire targeting, staffing, and retention strategies keeping monthly attrition at approximately 3%.
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  • Grand Incentives
    Vice President, Sales And Service
    Grand Incentives 2012 - Apr 2014
    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 countries.Director, Call Center Sales and Service – Sept/2012 – April/2014 Sarasota, FLReported to the COO. A multi-site, call center executive level role, responsible for operational process improvement, growth management, sales performance metrics and revenue.• 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%.
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  • Directv
    Sr. Manager, Commercial Division - Miami, Florida
    Directv May 2011 - Apr 2012
    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 company offers local and network TV, subscription TV, satellite radio, and private video services to 19.9MM subscribers.Senior Manager-Vendor Management, Commercial Care – May/2011 – Apr/2012Reported to Vice President of Operations. A vendor management role, standardizing operational excellence, best practices reporting, and performance management for a 500-seat external call center. Responsible for operations delivery, process improvement, and talent development. Managed commercial care, technical support, and sales.• 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.• Led IVR implementation, reducing agent-handled call volume by 20%, saving $200K a month.• Aligned headcount with contractual changes, reducing billable hours by $20K month over month.
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  • Barnes And Noble .Com Division
    Manager, Customer Service / Digital Support
    Barnes And Noble .Com Division Aug 2009 - May 2011
    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, videocassettes, toys and games, and more. The company's online portal attracts customers from more than 230 countries.Vendor Manager, Customer Service/Digital Support, Dot Com Division – Aug/2009 – May/2011Reported to Vice President of Operations. Responsible for outsourced 400-seat call center vendor management. Services provided included sales, customer care, fulfillment, back office, billing, tech support, and B&N store support. Managed continual process improvement.• 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.• Evaluated vendor’s policies and procedures and monitored implementation of process controls.• Prepared forecast reports on a monthly basis to meet assigned financial and service related objectives.• Worked with vendors to make sure all training objectives were met.• Key driver in call center site selection.
  • The Results Companies
    Regional Operations Director
    The Results Companies Mar 2008 - Jul 2009
    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 services, healthcare, and government verticals. Established in 1990, The Results Companies employ 4,400 call center agents in 12 locations worldwide.Regional Director of Operations – Mar/2008 – Jul/2009Reported to Vice President of Operations. Managed domestic/offshore call centers, responsible for Virgin Mobile and Verizon cellular tech support and customer service, and Medicare and Medicaid healthcare customer support for Wellcare healthcare customers.• $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. • International experience includes Hermosillo, Mexico, and Santa Domingo, Dominican Republic.• Managed new site start-ups and program implementations.• Strong metric performance drove 95% growth rate in two largest sites. • Met or exceeded all financial objectives, with an overall 90% “met or exceeded” for metric goals.
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  • Accent Marketing
    General Manager
    Accent Marketing Jul 2001 - Jan 2008
    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 operates 10 call centers in the US, the Caribbean, and the Philippines. Site Director – Jun/2001 – Jan/2008Reported to Vice President of Operations. Managed a 350-seat inbound call center, providing support for multiple lines of business including general customer inquiries, inbound direct response television, up-selling, tier 1&2 technical support, chat correspondence, and bilingual support for major cellular carriers.• $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%.
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Mark E Kennedy Skills

Call Centers Management Customer Experience Customer Satisfaction Performance Management Vendor Management Customer Retention Outsourcing Operations Management Crm Process Improvement Sales Customer Service Leadership Workforce Management Call Center Strategy Employee Relations Bpo Sales Operations Business Process Improvement Customer Relationship Management Contact Centers Business Process Outsourcing Call Center Consulting

Frequently Asked Questions about Mark E Kennedy

What company does Mark E Kennedy work for?

Mark E Kennedy works for Smart Customer Solutions

What is Mark E Kennedy's role at the current company?

Mark E Kennedy's current role is Owner, Kentel Solutions / Consulting Partner, at SMART Customer Solutions.

What is Mark E Kennedy's email address?

Mark E Kennedy's email address is ke****@****hoo.com

What skills is Mark E Kennedy known for?

Mark E Kennedy has skills like Call Centers, Management, Customer Experience, Customer Satisfaction, Performance Management, Vendor Management, Customer Retention, Outsourcing, Operations Management, Crm, Process Improvement, Sales.

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