Mark Devlin Email & Phone Number

Responsible for leading the Customer Success organization.

Greater Philadelphia Area

2020 – Present Director of Customer Success North America2017 – 2020 Head of Global Merchant Experience 2014 – 2017 Head of Call Center / Customer Service and Sales Operations • Built and developed a team of 40 Customer Success Managers (CSMs) and leaders with a specific focus on incremental growth, retention and merchant health• Grew merchants under management from $32B in Total Payment volume (TPV) to $60B+ of TPV averaging 22% YoY NRR growth, with <3% controllable merchant churn and no additional headcount• Designed and led the global merchant satisfaction survey program using Gainsight and SPSS to collect and analyze regional data and using insights to improve customer journey and NPS 10% YoY for last 3 years• Established "high touch' and "low touch" merchant portfolios and created new KPIs, workflows and engagement expectations for each group that within 1-year increased CSM portfolio capacity by average of 45%, while achieving a 92% CSM favorability rate as measure by NPS surveys• Collaborated with multiple cross-functional stakeholders including IT, Facilities, security, and 40+ members of the CSM team to create a WFH program with no impact to the business• Coordinated with CSM, sales, CRM, revenue enablement, and analytics to develop a standardized global “lead pass” referral program for the CSM unit; resulted in $80M+ in incremental annual revenue in 2022 and 2023• Welcomed JD Powers to assess our service model, including surveying merchants, comprehensive process audits, interviews with leadership/associates; scored 99th percentile in merchant satisfaction across 12 industries, winning the J.D. Power Award for “Customer Service Excellence”• Engaged cross-functional team leaders to create an automated outbound dialer program for Swift Financial that maximized contact rates through predictive dialing; resulted in a 34% increase in contact rate while doubling overall sales per hour for 40 agents within 6 months

Greater Philadelphia Area

• Designed and managed the inside sales call center as well as Customer Relationship Management (CRM) and fulfillment operations, driving a 120% increase in unit sales and a 44% decrease in cancellations• Consolidated business process workflows and measurements into a single CRM (Salesforce), then created functional teams with differentiated roles and outcome-based KPI's and SLAs• Outsourced the fulfillment of medical alert devices to a business processing partner; eliminated sales taxes on units fulfilled, decreased shipping costs by 15% and increased same day shipments by 42% in less than 3 months

Wilmington, De

• Led the development of the strategy and execution for scaling call center operations for the US credit card division• Developed capital budgets, assesses IRR, developed a “just in time” build-out and move-in schedule to complete the expansion of two 750+ person call centers on schedule and at 97% of budgeted costs• Managed work progress of multiple facilities, design, and construction contractors / vendors; resulted in minimal construction delays, on-time delivery of both facilities with less than 3% of cost overrides

Norristown, Pa

Instituted an ACD system, smart call routing, automated self-help, and chat capabilities for a 400+ person call center resulting in 14% YoY growth and 14% increase in OSAT scores with minimal headcount increase.Lead the snow and ice removal vertical and instituted and automated vendor alert (call/text) starting 24 hours before a major winter event that resulted in an ~80% reduction in manual outreach calls by service center agents and 12% increase in on-time service completion.

Responsible for building and leading the sales and customer service departments for a start-up, earning the J.D. Power Award for Customer Service Excellence for 2 consecutive years.

Responsible for the build-out, management, and productivity of three, two hundred person sales/service centers within the Small Business division achieving 43% YoY growth in sales and 8% increase in OSAT scores.

Lead the new product rollout team responsible for the end-to-end deployment of new consumer products across 5 regions and 88 call centers nationally. Partnered cross-functionally with Product Development acting as the VOC/VOE within the design and development stages of digital consumer products. Built strong cross-functional relationships with key internal stakeholders and regional leadership to identify key initiatives, training, product support, and systems to support product sales and service. Also lead the redesign and conversation of over 560 front counters into a new sales channel.

Responsible for the construction and leadership of a regional call center that included sales, customer service, billing, retention, IT and collections.

Doctorate, Business Administration

Dissertation and published work in the areas of customer satisfaction, loyalty and VoC metrics.

Master'S, Clinical Counseling And Applied Psychology

Bachelor Of Business Administration (Bba), Finance

Certified Global Leader