Mark Yaeger Email & Phone Number

A diverse background in sales, service, and most recently in a global best practices role, coupled with the education from recent MBA and Six Sigma programs has created a unique, customer centered philosophy with a focus on continuous process improvement. A brief overview of my background follows: • Effective, yet ever-learning change management consultant with seven years of direct experience implementing process and cultural change throughout remote, field teams. • Identified and replicated crucial performance practices that systematically increased the efficiency, effectiveness, and overall post-sales customer satisfaction levels in the US and Global Service Organizations. • Provided senior leadership and functional unit management with updates on project status, key metrics, issues, and risks. • Analyzed various drivers impacting key metrics and outcomes and provided fact-based recommendations to the stakeholders. • Facilitated/led the development of meaningful internal operational benchmarks that can be owned by Regional teams. • Implemented global training programs and process controls. I believe the ultimate customer experience starts with understanding customer needs, analyzing metrics, improving processes, and creating action plans that not only meet short term goals but include provisions for long term success and continual improvement.• B.S Electrical Engineering Technology and MBA degrees. • Lean Six Sigma Black Belt Master Certificate.

Listed skills include Best Practices, Field Service Engineering, Train The Trainer, Train Others, and 21 others.

• 

  Global Best Practices Implementation

  Abbott

  Oct 2007 - Present - Dallas, Tx

  • 100% customer retention last four years. • Implemented a spare parts cost savings plan. Result: $3.0M savings worldwide. • Helped drive a 14 point Service NPS improvement last 3 years.• Contribute to the Division’s goals by conducting group discussions, investigations, and evaluations that result in improvements in the effectiveness, efficiency, and financial performance of the Global Field Service Organization.• Provide proactive and engaged leadership on key projects designed to increase revenue, reduce expenses, enhance business efficiency, and improve customer experience. • Guided efforts of 66 global Engineers to improve customer satisfaction, improve customer focused service metrics, and lower cost of service through improved processes, and positive leadership. • Field travel to customer sites to audit processes and better understand customer needs. • Understand and analyze various drivers impacting key metrics and outcomes and provide a fact-based recommendation to the stakeholders• Lead the creation and implementation of teammate development processes and succession planning including mentoring, coaching, and modeling appropriate leadership behaviors.• 2013 and 2015 President’s Award recipient.