Mark North Email & Phone Number

Salt Lake City, Ut, Us

● Enhanced Organizational Performance: Improved employee satisfaction, engagement, and retention by designing and reporting multi-source performance data with insights on teamwork, civility, and cooperation.● Advanced Talent Development: Implemented character/personality assessments and feedback mechanisms, leading to measurable improvements in individual and team performance through targeted developmental exercises.● Behavioral Change Initiatives: Created research-backed value propositions driving significant behavioral and attitudinal changes, fostering a collaborative work environment.● Optimized Talent Management: Developed and adapted talent acquisition, management, and retention policies and metrics, enhancing human capital strategy effectiveness.● Leadership Excellence: Facilitated senior leadership development through executive coaching, workshops, team-building activities, and effectiveness assessments, strengthening leadership capabilities and team cohesion.● Culture Transformation: Managed culture change initiatives including climate assessments during M&A, ensuring smooth transitions and alignment of organizational values.● Grant Success: Conducted program evaluations supporting successful grant applications for capital project improvements, securing essential funding.● Remote Work Optimization: Analyzed telecommuter culture and provided recommendations improving remote work efficiency and employee satisfaction.● Educational Impact: Developed and administered curricula for higher education institutions and corporate training programs, elevating learning outcomes.● Thought Leadership: Served as a panelist and subject matter expert at conferences on collaboration and knowledge management, influencing industry best practices.

● Platform Management: Oversee the overall functionality and performance of the online directory. Ensure the platform is user-friendly, secure, and up-to-date.● Content Management: Curate and manage listings for small businesses and entrepreneurs. Ensure that all information is accurate, relevant, and up-to-date.● Customer Service: Provide support to users (both business owners and consumers) via email, chat, or phone. Address any complaints or issues promptly and effectively.● Marketing & Outreach: Develop and implement marketing strategies to attract new businesses to list on the platform. Promote the directory to consumers looking for small business services.● Data Analytics: Monitor platform metrics such as traffic, user engagement, and listing performance. Use data analytics to make informed decisions about platform improvements.● Partnership Development: Build relationships with small business associations, chambers of commerce, and other relevant organizations. Explore partnership opportunities that can benefit the platform and its users.● Compliance & Security: Ensure the platform complies with all relevant laws and regulations, including data protection laws. Implement security measures to protect user data.● Financial Management: Manage the budget for the platform’s operation. Explore monetization opportunities such as premium listings or advertising.● Technical Oversight: Coordinate with web developers and IT professionals to maintain and improve the platform’s technical infrastructure. Oversee regular updates and troubleshooting efforts.● User Experience (UX) Design: Continuously improve the user interface (UI) to enhance user experience. Collect feedback from users to drive UX improvements.

Provo, Utah, Us

I designed and executed quantitative and qualitative research programs in customer, employee, brand, and product experience with a catalog of 600+ products, 10M+ customers, 4k+ employees, and 40+ international markets. Global research projects in:● Optimized Global Performance Metrics: Identified and closed data gaps for key metrics such as satisfaction, engagement, attrition, retention, compliance, NPS, teamwork, and program effectiveness. Designed and executed research programs across international markets, leading to actionable insights and improved performance.● Informed Product Development: Collected and summarized real-time product experience data for over 600 products. Provided critical insights to Product Development and Marketing teams, resulting in enhanced features and market strategies.● Defined Customer Journeys: Co-led multi-year initiatives to establish personas and customer journeys for retail consumers and sales affiliates. Utilized behavioral, attitudinal, and personality data to delineate journey parameters, timelines, and goals, significantly improving engagement.● Improved Digital Touchpoints: Implemented touchpoint surveys across digital properties (websites, mobile apps) to align customer experiences with intended journeys. Enhanced interactions during search, sign-up, checkout, and web sessions, leading to increased satisfaction.● Supported Executive Planning: Provided annual assessments of global customer and business needs for executive planning. Compiled insights from all measured touchpoints to inform strategic decisions.● Enhanced Incentive Programs: Measured the effectiveness of incentive programs for top sales leaders. Provided data-driven recommendations that boosted motivation and performance.● Ensured Ethical Compliance: Equipped the board of directors with annual compliance and ethics assessments. Measured alignment between employees’ attitudes/behaviors with the organization’s mission, vision, values, and code of conduct.

Salt Lake City, Utah, Us

● Enhanced Product Efficacy Understanding: Closed knowledge gaps regarding the efficacy of credit repair products through comprehensive qualitative and quantitative research, leading to improved product strategies and customer satisfaction.● Strategic Insights for Leadership: Equipped the Chief Product Officer and senior leaders with robust data resources. Translated meaningful insights into actionable recommendations, significantly strengthening the multi-year product portfolio roadmap.● Collaborative Research Initiatives: Partnered with product owners to define and execute product-specific research initiatives. This collaboration led to more targeted product enhancements and better alignment with market needs.● Institutionalized Research Processes: Codified and socialized innovative market research processes and procedures, uniting the organization under a cohesive research and analytics strategy. This initiative improved consistency and efficiency in data utilization.● Maximized ROI: Delivered data-infused presentations that maximized products’ long-term return on investment for customers while ensuring stable and sustainable value for the organization. These insights drove strategic decisions that enhanced overall business performance.

Provo, Ut, Us

Undergraduate courses taught include Psychological Science, Research Design & Analysis, Childhood Development, History/Systems of Psychology, and Organizational Psychology.● Engaging Learning Environments: Initiated, facilitated, and moderated dynamic synchronous (in-class) and asynchronous (online) discussions, lectures, and audiovisual materials. Enhanced student engagement and learning outcomes through innovative pedagogical techniques.● Enhanced Scholarly Capacities: Equipped students with advanced scholarly and practical skills by providing detailed numerical evaluations and written feedback on their in-class and online presence, assignments, and examinations. Fostered critical thinking and academic excellence.● Efficient Record Management: Maintained meticulous educational records and submitted cyclical reports to support departmental, divisional, and college-wide initiatives. Ensured compliance with institutional policies and contributed to continuous improvement efforts.● Updated Curriculum: Regularly updated course materials (e.g., syllabi, handouts, assignments) in response to developments in the discipline. Ensured that course content remained current and relevant to evolving academic standards.● Academic Advising & Mentorship: Advised students on academic pathways, professional development opportunities, and career prospects. Mentored student-led research projects that were successfully submitted to campus-wide research conferences, fostering a culture of inquiry and intellectual growth.● Research Contributions: Conducted significant research in organizational and educational working relationships as well as workplace violence management (e.g., incivility, hostility, harassment). Contributed valuable insights to the field through scholarly publications and presentations.

Des Moines, Wa, Us

Undergraduate courses taught include General Psychology, Lifespan Psychology, and Human Relations.● Engaging Learning Environments: Initiated, facilitated, and moderated dynamic synchronous (in-class) and asynchronous (online) discussions, lectures, and audiovisual materials. Enhanced student engagement and learning outcomes through innovative pedagogical techniques.● Enhanced Scholarly Capacities: Equipped students with advanced scholarly and practical skills by providing detailed numerical evaluations and written feedback on their in-class and online presence, assignments, and examinations. Fostered critical thinking and academic excellence.● Efficient Record Management: Maintained meticulous educational records and submitted cyclical reports to support departmental, divisional, and college-wide initiatives. Ensured compliance with institutional policies and contributed to continuous improvement efforts.● Updated Curriculum: Regularly updated course materials (e.g., syllabi, handouts, assignments) in response to developments in the discipline. Ensured that course content remained current and relevant to evolving academic standards.● Academic Advising & Mentorship: Advised students on academic pathways, professional development opportunities, and career prospects.

Wa, Us

Undergraduate courses taught include General Psychology and Lifespan Psychology.● Engaging Learning Environments: Initiated, facilitated, and moderated dynamic synchronous (in-class) and asynchronous (online) discussions, lectures, and audiovisual materials. Enhanced student engagement and learning outcomes through innovative pedagogical techniques.● Enhanced Scholarly Capacities: Equipped students with advanced scholarly and practical skills by providing detailed numerical evaluations and written feedback on their in-class and online presence, assignments, and examinations. Fostered critical thinking and academic excellence.● Efficient Record Management: Maintained meticulous educational records and submitted cyclical reports to support departmental, divisional, and college-wide initiatives. Ensured compliance with institutional policies and contributed to continuous improvement efforts.● Updated Curriculum: Regularly updated course materials (e.g., syllabi, handouts, assignments) in response to developments in the discipline. Ensured that course content remained current and relevant to evolving academic standards.● Academic Advising & Mentorship: Advised students on academic pathways, professional development opportunities, and career prospects.

Seattle, Wa, Us

Graduate course taught in the Art and Science of Consulting.● Engaging Learning Environments: Initiated, facilitated, and moderated dynamic synchronous (in-class) and asynchronous (online) discussions, lectures, and audiovisual materials. Enhanced student engagement and learning outcomes through innovative pedagogical techniques.● Enhanced Scholarly Capacities: Equipped students with advanced scholarly and practical skills by providing detailed numerical evaluations and written feedback on their in-class and online presence, assignments, and examinations. Fostered critical thinking and academic excellence.● Efficient Record Management: Maintained meticulous educational records and submitted cyclical reports to support departmental, divisional, and college-wide initiatives. Ensured compliance with institutional policies and contributed to continuous improvement efforts.● Updated Curriculum: Regularly updated course materials (e.g., syllabi, handouts, assignments) in response to developments in the discipline. Ensured that course content remained current and relevant to evolving academic standards.● Academic Advising & Mentorship: Advised students on academic pathways, professional development opportunities, and career prospects.

Auburn, Wa, Us

Undergraduate courses taught include Human Relations in Business, Business Economics, Leadership, and Entrepreneurship.● Engaging Learning Environments: Initiated, facilitated, and moderated dynamic synchronous (in-class) and asynchronous (online) discussions, lectures, and audiovisual materials. Enhanced student engagement and learning outcomes through innovative pedagogical techniques.● Enhanced Scholarly Capacities: Equipped students with advanced scholarly and practical skills by providing detailed numerical evaluations and written feedback on their in-class and online presence, assignments, and examinations. Fostered critical thinking and academic excellence.● Efficient Record Management: Maintained meticulous educational records and submitted cyclical reports to support departmental, divisional, and college-wide initiatives. Ensured compliance with institutional policies and contributed to continuous improvement efforts.● Updated Curriculum: Regularly updated course materials (e.g., syllabi, handouts, assignments) in response to developments in the discipline. Ensured that course content remained current and relevant to evolving academic standards.● Academic Advising & Mentorship: Advised students on academic pathways, professional development opportunities, and career prospects.

● Strategic Operations & HR Management: Oversaw operations and human resources for a family-owned enterprise with a $2M annual budget and 35 employees. Ensured seamless integration of business functions to support organizational goals.● Turnover Reduction: Reduced employee turnover by 30% through the development and alignment of strategic operations and HR practices. Fostered a stable and committed workforce, enhancing overall productivity.● Business Growth: Spearheaded growth in sales channels and business development initiatives. Expanded product lines, distribution channels, key client targets, marketing, and advertising efforts, resulting in increased market reach and revenue.● Leadership Development: Enhanced the leadership capacity of senior managers by designing and facilitating custom workshops on conflict resolution, time management, delegation, and other improvement measures. Improved managerial effectiveness and team performance.● Cost Savings: Achieved a 20% reduction in the cost of goods sold by negotiating favorable contracts with suppliers. Optimized procurement processes to enhance profitability.

Us

● Customer Education and Development: Educated, developed, sold, and ensured customer satisfaction regarding classified advertising for goods and services in The Salt Lake Tribune and Deseret News print and online mediums.● Account Management: Maintained approximately 60 active business accounts. Augmented business portfolio by following up with past-week advertisers to determine current needs.● Revenue Achievement: Exceeded revenue goals by an average of 118%, generating $1.8 million annually.● Recognition: Recognized by the CEO at annual awards banquets in 2003, 2004, and 2005.Performance Excellence: Identified as fully proficient and exceeding expectations in performance appraisals.

● Training and Development: Trained, developed, and managed the workflow of approximately 800 call center employees.● Policy and Procedure Development: Developed, refined, interpreted, and communicated workforce policies and procedures.● Productivity Reporting: Compiled and distributed 24-hour workforce productivity reports to C-Suite and regional leadership teams.● Staffing Analysis: Measured, analyzed, predicted, and appropriately staffed employees to meet workflow demands and quality standards.● Change Management: Reviewed, documented, and disseminated customer support and service procedures to facilitate change management during acquisition and merger.● System Implementation: Championed and implemented preparatory operating system (OS) conversion.● Remote Management: Remotely managed a call center team in Dallas, TX.Recognition: Selected as Most Valuable Player for the Salt Lake City call center in April 2001.

● Merchandise Sales: Recommended, selected, and sold merchandise across various categories including toys, sporting goods, luggage, housewares, small appliances, cookware, electronics, and furniture.● Customer Service: Answered questions, demonstrated product use, and provided customer service to all potential and past clientele.● Product Display: Arranged, stocked, and displayed products for marketing purposes.● Financial Management: Managed financial transactions through opening and closing procedures.● Security Awareness: Identified security and theft risks, informing loss protection personnel of issues.

Doctor Of Philosophy - Phd, Industrial And Organizational Psychology

Bachelor Of Arts - Ba, Psychology

Associate Of Science - As, Psychology