Mark Guy Email & Phone Number

A versatile operations leader, I have an outstanding record driving organizations in the retail, financial services and insurance industries to deliver superior levels of service. Managing large-scale day-to-day operations, I have a proven history of success assembling and leading teams in distribution center and customer care/call center settings at Target and USAA to exceed challenging corporate objectives. Directing process, training, systems and staff development improvement initiatives, I delivered strong gains efficiency, productivity and quality. I am known for leading successful turnarounds, change management and growth initiatives.Managing a regional distribution center at Target that served 77 stores, I drove improvements to a broad array of key metrics, ranging from on-time delivery and accuracy to safety and reliability. At USAA, directing a customer care call center operation serving millions of members around the country, I improved training, product knowledge, service levels and responsiveness to increase revenue, account capture, customer satisfaction and client retention.Others have described me as a natural leader, inspiring motivator, trusted advisor, persuasive communicator and strong closer. A highly effective trainer and mentor, I pride myself on uncovering and grooming promising talent to achieve success. With a shirtsleeves management style, I lead by example, balancing empowerment and accountability. I can make a strong impact by:* Maximizing productivity, efficiency & quality* Ensuring best-in-class service levels & satisfaction* Reengineering processes to improve service delivery * Exceeding demanding corporate & client expectations* Fostering innovation, continuous improvement & excellence* Developing & executing agile change management strategies* Recruiting, training, mentoring & motivating top-performing teams* Driving gains in conversion rates, revenue & client capture/retention

Listed skills include Call Center, Process Improvement, Process Engineering, Mentoring, and 24 others.

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  University Of Washington

  International/Global Studies