Mark Pragano Email & Phone Number

I offer a strong understanding of the Customer Success and Relationship Management field as a professional and a leader. I keep a keen focus on communications, strategic vision, organizational effectiveness, and an ability to connect with others in fast-paced and challenging environments. I successfully utilize my analytical skills, quick learning, and critical thinking to streamline core operations. I am also a creative thinker with an innovative and strategic understanding of how I approach administrative oversight with the decision-making ability to cement operations, drive analytics, and foster strong relationships as needed. My passion for work has led me to a career with Union Savings Bank as a Vice President of Operations and Strategic Planning. While at my current position, I oversee comprehensive budgeting and forecasting management, and strategic direction for the business. My solid leadership allows me to train and mentor competent and high-performing staff on client service and conflict resolution. I also foster strong partnerships with vendors and suppliers to launch client surveys, including deft collaboration with leadership and colleagues. I assist with several planning and risk committees to ensure maximum operation potential, growth management, and strategic direction. Please see my select accomplishments below. ● Utilized proven and demonstrated knowledge of the field to increase service efficiencies by 30%.● Realized a reduction of 40% through the creation of a highly successful overtime reduction plan. ● Partnered with an internationally accredited certification program to deliver training to managers and client service representatives, achieving a 98% quality score. ● Ensured an average score of 97% on customer survey scores for 14 consecutive years during tenure.● Maintained a perfect audit record for 14 straight years. ● Oversaw a core migration project with cost savings of $1M+ annually. ● Drove business growth and revenue generation of $5M+ through increased closed mortgages within the first year. ● Realized a decrease in call abandonment rates from 10% to 3% in 1 year by redesigning the call flow plan. ● Increased sales year over year by 5%, leading outbound lead calling groups.

Listed skills include Microsoft Office, Customer Service, Microsoft Excel, Leadership, and 10 others.

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  Post University

  Business Administration, Management And Operations