Mark Spallone Email & Phone Number

North East

Responsible for leading PMO activities and serving as SME for various clients including:Global Financial Services Corporation: Managed customer acquisition data gathering initiative. Tracked the entire customer journey from identification to conversion by connecting multiple databases across the organization. Recommended & implemented new reporting allowing for more robust business development analytics and better understanding of customer lifecycle.National Law Firm: Managed… Show more Responsible for leading PMO activities and serving as SME for various clients including:Global Financial Services Corporation: Managed customer acquisition data gathering initiative. Tracked the entire customer journey from identification to conversion by connecting multiple databases across the organization. Recommended & implemented new reporting allowing for more robust business development analytics and better understanding of customer lifecycle.National Law Firm: Managed website migration requiring extensive content creation and re-write. Migration was dependent on new CMS implementation and coordination of key stakeholders across global markets.Global Hospitality Chain: Led launch of elite loyalty program. Responsibilities included monitoring progress of critical work streams and driving issue resolution to ensure a successful on-time launch of the loyalty program.Global Law Firm: Managed IT remediation project. Responsibilities included analysis of IT infrastructure to complete a risk assessment, supporting outsourcing of service/help desk to a third party by leveraging change management techniques and providing procurement guidance on vendor negotiations and pricing. Show less

Austin, Texas Area

Global Operations leader responsible for a team of Financial Analysts delivering metrics and reporting strategy for a large operations center. Efforts focused on process re-engineering and data analysis, with goal of increasing efficiency and decreasing attrition rates of operations representatives. Measured success of process change against our baseline measurements, including a 15% year-over-year increase in quality & customer satisfaction and a 21 percentage point decrease in year-over-year… Show more Global Operations leader responsible for a team of Financial Analysts delivering metrics and reporting strategy for a large operations center. Efforts focused on process re-engineering and data analysis, with goal of increasing efficiency and decreasing attrition rates of operations representatives. Measured success of process change against our baseline measurements, including a 15% year-over-year increase in quality & customer satisfaction and a 21 percentage point decrease in year-over-year attrition. Show less

Greater Philadelphia Area

Management consultant focused on managing client relationships, customer experiences, process reengineering and CRM strategy. Provided operational, financial, supply chain, strategic, and customer service consultative services focused on a positive customer experience, increase in customer loyalty, and profitable product launches. Additional responsibilities included business development and other practice building activities, including recruiting, request for proposals, business development… Show more Management consultant focused on managing client relationships, customer experiences, process reengineering and CRM strategy. Provided operational, financial, supply chain, strategic, and customer service consultative services focused on a positive customer experience, increase in customer loyalty, and profitable product launches. Additional responsibilities included business development and other practice building activities, including recruiting, request for proposals, business development activities and strategy discussions. Built relationships with clients at the executive level at global and start-up companies in the insurance, financial services, and wireless. Show less

Greater Philadelphia Area

Management Consultant responsible for building, leading, and delivering Eastern Region’s business case and financial analysis for eLoyalty, a global management consulting and systems integration firm focused exclusively on building customer loyalty through contact centers. Directly consulted with clients on operational and financial issues supporting long term customer loyalty. Developed and delivered a standardized financial methodology supporting contact center initiatives. Clients… Show more Management Consultant responsible for building, leading, and delivering Eastern Region’s business case and financial analysis for eLoyalty, a global management consulting and systems integration firm focused exclusively on building customer loyalty through contact centers. Directly consulted with clients on operational and financial issues supporting long term customer loyalty. Developed and delivered a standardized financial methodology supporting contact center initiatives. Clients included a global financial services information publisher, a private distributor of scientific products, an international telecommunications company, an internet bank outsourcer, and a fire systems manufacturer & distributor. Show less

Greater Philadelphia Area

Responsible for a staff of 5 that communicated metrics through reporting to the Institutional Participant Education management team. Additionally, responsible for monitoring the multi million dollar P&L and quarterly and annual budgeting process.

Mba, Finance

Received an MBA in Finance

Ba, Economics

Activities and Societies: Theta Chi BA degree with a Major in Economics and a Minor in accounting and was a member of Theta Chi fraternity

High School, High School/Secondary Diplomas And Certificates