Mark Mcmaster Email & Phone Number

Evansville, Indiana, Us

Woodcliff Lake, Nj, Us

Executive leader for national specialty party goods retailer supporting $200 million E-commerce website and over 800+ retail store locations; scope of responsibility encompasses inbound phone, email, chat, social media monitoring as well as financial and distribution center support. -Recruited and selected to revitalize, rehire, retrain and revamp customer care team, transforming the organization into a laser-focused, customer obsessed, results-oriented, data and sales driven team.-Launched and deployed IVR-based inbound phone post-call customer satisfaction survey and achieved 87% Highly Satisfied overall Top Box score.-Drove incremental inbound phone sales to $840k annually, representing a 10% YoY improvement by changing culture to assist customers during the online shopping process.-Set and re-aligned workforce schedules to better meet customer demand and improved service levels by 20%.-Expanded scope of support by implementing and deploying first company-wide Chat function within online website (partycity.com).-Launched and operationalized centralized Social Media interface to Twitter, Facebook, and Instagram.-Sourced, vetted and assisted in negotiating contract for third party outsourced vendor support.

Access Media 3 is the largest private cable operator in the US, specializing in servicing the multi-dwelling unit marketplace. AM3 provides custom solutions for Television, High Speed Internet, and Phone to the multi-family segment in 23 states and growing.-Responsible for developing a national customer service strategy in delivering a world class experience to property managers and residents. Leader over a multi-state Customer Care team including Dispatch, Tier 2 high speed internet support and network resolution.-Improved in-house help desk first call resolution to over 80% for all high speed internet issues. -Successfully launched full 24/7 NOC conducting nightly property health checks, resulting in better outage detection and proactive network monitoring.-Reduced overall truck roll rate from 50% to 33% through effective outage management and troubleshooting of TV, internet and phone services, saving company over $90,000 per month in tech labor expense.-Launched first ever company NPS survey tool and improved overall score by 20% within first 90 days.

Responsible for leading and managing all provisioning, billing, and full operations support for leading global collaborations provider; services include audio, web, video conferencing along with webcast and unified communications suite of products; major emphasis on cloud collaboration services. Manage a team of over 100 operators, webcast producers, provisioners and technical and video support engineers servicing customers globally and domestically representing over $80 million in annual revenues.

Mokena, Il, Us

Manage an inbound team of customer care specialists handling client inquiries from law firms representing general litigation matters, acting as liaison between law firms and outside special process servers. Manage all aspects of interaction from file origination to file completion.

Philadelphia, Pa, Us

Successfully launched and fully operationalized two major, state-of-the-art 600+ seat call centers in major suburban Chicago locations (Tinley Park and Woodridge, Il).-Responsibility for regional Customer Retention team which consistently maintained budgeted customer loss at 10% below annual target utilizing Retain and Gain strategy.-Launched regional Same Day team focused on resolving day-of appointment issues and scheduling for customers and implemented automated estimated time of arrival via IVR application.-Performed all aspects of call center operations, involving recruitment, staffing, training, organizational design and development of all KPI's.-Cross-functional expertise within Marketing, Field Operations, Network Engineering, Finance and divisional counterparts. -Led regional cost-reduction optimization of 3 major call center functional departments, including Retention, IP Technical Support and Video Technical Repair and Billing, resulting in annualized savings of $1.5 million.-Achieved annual budgeted attrition rate by reducing turnover by 20% via rigorous screening process of front-line customer care associates.-Led regional Escalation Resolution Task Force focused on root cause analysis and process improvement which resulted in 25% reduction in corporate escalations.-Improved front-line customer service rep execution in promoting Self-Install option for Video and High Speed Data customers from 3% to 49%, resulting in less technician labor for new product installs and creating savings of $75,000 per month in reduced truck rolls.-Developed performance management coaching modules to help representatives self-assess and critique call handling skills, resulting in 10% improvement in Quality Assurance scores.

Dallas, Tx, Us

Led Billing Operations department inclusive of four functional managers; ensured accuracyof all rating/pricing implementation, invoice validation , usage/revenue tracking andoverall product introduction; drove process improvement where required. Created,recruited, staffed and trained several operational functions within Billing QA department;functions included rating and validation, invoice verification and defect resolution. -Launched several major product rollouts, including 1-800-Ameritech and Global CallingService calling card initiatives, creating revenue streams of $8 and $3 millionrespectively in 1998. Represented Ameritech's first ever long distance and internationalrevenue for calling card services.-Performed ongoing management and tracking of Ameritech's first landline telephone longdistance Friendly User Trial; achieved and maintained 100% defect-free invoicing forlaunch targeted product line.

Led team of billing analysts supporting entire Business Markets customer segment;performed investigation, research and resolution of complex billing issues involving rate,discount, contract and promotional discrepancies; reported and trended common billinganomalies; interfaced with Systems Engineering team to expedite billing code correctioninto future billing system releases. -Proven track record in managing billing issue resolution for commercial andmultinational customer base representing revenue of over $7 billion annually. -Reduced total billing issue resolution timeframe from 90 to 30 days. -Increased departmental productivity 200% since program inception. -Managed customer churn in mid to high-end business customer segment to under 2%.

Richardson, Tx, Us

Created, organized, implemented, and staffed internal call center service function withinProduct Marketing to assist Field Sales representatives in obtaining product andpromotional information for all Business Markets product lines; prepared and formulatedrecommendations to Product Management team based on trends and information identifiedthrough incoming calls. -Hired and managed team that assisted field sales account executives with variousproduct set inquiries; achieved 60% increase in close rate for new customer prospects. -Provided support to entire Business Services Field Sales organization billing in excessof $5 billion annually. -Conducted presentations at field sales offices highlighting new product features andenhancements. -Identified flaws in product line and pricing gaps to senior Marketing team, resultingin a more competitive product line.

Richardson, Tx, Us

Richardson, Tx, Us

Richardson, Tx, Us

Richardson, Tx, Us