Mark Byers Email & Phone Number

Minneapolis, Minnesota, Us

I am the General Manager of the Promotions Division for the Fortune 500 Company. This is the second largest division of the publicly traded company that serves SMB and large enterprise clients with a combination of technology, manufactured goods, and services. I also continue to oversee the Safeguard division that operates within the umbrella of our promotional division.I came into this position to lead the development of new approaches and to build upon its successes. I challenge the status quo to find better ways to deliver services to our clients and to champion my teams. I focus on the people first to engage them in the goals of the business and keep them accountable to our priorities. I also partner across the matrixed organization regularly to support the success of my teams in the attainment of our divisional goals.We create win-win solutions for our customers and channel partners by adding value to each interaction and for the long-term. My background in sales and customer operations management enables me to hunt for those win-win opportunities that also drive revenues. In turn, I roll up my sleeves to lead the implementation of those strategies and to support everyone involved through the changes. A few of my recent achievements include:• Spearheaded the divestiture of 2 business lines in the division to improve margins and reduce costs. • Exceeds target by 5 – 6% with organic growth to drive historic revenues in 2022 and 2023 by shifting sales strategy to high demand and growth categories. • Achieved +2.2% YoY organic revenue growth and 10.6% YoY EBIDITA growth through inflation reversal actions. • Grew key accounts 8% by supporting the sales team in structuring, negotiating, and closing the multi-year deals. • Saved 40% in annual costs as the lead negotiator for the licensing agreement with the key technology partner.

Minneapolis, Minnesota, Us

I am the President of Safeguard, a wholly owned division of Deluxe. In this capacity, I lead a business that operates under a franchise model and utilizes a dealer-distributor network. I took this leadership role during the peak of the COVID-pandemic to standardize and streamline its success for the long-term.To achieve these priorities, I apply the same focus on people and processes that I had in prior roles to spearhead the modernization of this legacy business. I navigate the challenges of the changing regulatory environment and market uncertainties to design strategies that mitigated losses and enabled long-term revenue growth. I also lead the change of the culture of the business to unlock pathways to repeatable successes by overhauling the practices at every level of the business. This results in stability in financial performance during a period of rapid changes and retention of the core business that continues to drive revenues. My successes in this capacity has continued to pay-off for the business unit and it resulted in my promotion to oversee the entire promotions division of Deluxe. Results in this role:• Led the $310M division operating through 185 distributors to identify and maximize profitability opportunities. • Closed 33 buy-back deals with distributors to improve bottom line performance and grow top line revenues. • Generated $22M in new revenue lines by pivoting the business through COVID to launch PPE business line. • Collaborated cross-functionally to design and deploy price targeting and technology tools to enhance revenues. • Navigated supply chain disruptions and COVID economic impacts successfully with customer focused initiatives.

Minneapolis, Minnesota, Us

I was the Vice President for the Center of Excellence and my role was to lead all contact centers for the enterprise. During this time, the enterprise was growing through acquisition and there were a number of deals closing each year. To hit the business case for each of these deals, I championed the consolidation of the entities and brands under one shared services model and the creation of a unified culture. My role during this time was to manage the change up and across the business units to support their success in achieving the enterprise earnings targets. I did this by defining and implementing the practices to enable the success of our teams. I also continued to build upon the successes of effective business models while spearheading the necessary changes to maximize growth for the long term. As a leader, I seek out ways to collaborate and leverage the expertise of my teams. I do this in partnership with functional subject matter experts and the enterprise level partners to ensure the buy-in through transformation. As a result, we were able to identify the best practices across business models and to find a shared path forward using data to maximize engagement and alignment with the enterprise strategic plan. A few highlights in this capacity were:• Led up to 610 employees across 7 strategic sites in the US and globally for the $550M business unit. • Oversaw the core product go-to market team that drove growth and diversification of the enterprise. • Innovated the industry by launching the work from home model in 2016 to enable contact center representatives to work remotely with a continued growth of the program that has since grown to over 300 agents. • Reached 2x the average order value (AOV) through orders placed with the call center by championing an upsell initiative in the call center operations to maximize the conversations with potential customers. • Saved over $500k annually and improved cycle times by 20% by outsourcing Order Management

Minneapolis, Minnesota, Us

I was the Executive Director of the North American Contact Centers for the financial services divisions of the enterprise. In this role, I applied my sales background to identify and seize opportunities for my teams to improve their service delivery while also growing the revenues. I also sought out ways to improve processes and implement automations for my team to maximize their effectiveness in the daily contact center operations.My ability to translate the data into actionable strategies is what drove our success. I did this by partnering cross-functionally to gather the right data, provide transparency, and to engage people through the operational changes. I also championed the improvement in the call scripts to enable my team to provide better customer experiences by starting with listening to understand what customers needed. This success led to my promotion to the leadership of all contact centers for the publicly traded enterprise. A few highlights in this capacity were:• Led up to 400 people across 5 sites in the outbound and inbound sales operations. • Traveled to Manilla to establish a partnership with a BPO that scaled key capabilities of the enterprise. • Sought out opportunities to drive efficient and effective customer experiences through the design and monitoring of metrics to provide real-time updates to agents and leaders in the daily operations. • Grew the products per order by 25% by transforming the call center workflows with a methodology that required listening to customers to provide first time resolutions and product recommendations.

Minneapolis, Minnesota, Us

Minneapolis, Minnesota, Us

Master Of Business Administration - Mba, Marketing/Marketing Management, General

Bachelor Of Arts - Ba, Business Administration And Management, General