Mark J. Caple Email & Phone Number

Murray , Ut, Us

Provide comprehensive analysis and reporting on budgeting, strategic planning, activity-based costing, variance analysis, patient accounts, and operations data. These insights are integral to ensuring sound financial operations. Serving as a key resource, I deliver decision support to management and offer subject matter expertise to guide complex projects and programs. My role encompasses the support of multiple service lines, including: Imaging Operations, Laboratory Operations, Nursing Operations (Medical-Surgical), Oncology Operations, Pharmacy Operations, Women's and Infant Services, and Northglenn Emergency Services.

Columbus, Oh, Us

Broomfield, Co, Us

Broomfield, Co, Us

Broomfield, Co, Us

Oakland, California, Us

Recruited to oversee day-to-day operations during and after the transition of regional functions to a shared service model. As the key operational liaison for member services support and claims administration in the Northwest region, I played a pivotal role in helping serve over 500,000 members. In addition to defining KPIs and managing outcomes, my team and I introduced innovative operational and procedural enhancements that significantly improved both employee and member experiencesKey achievements include:• Successfully integrated two regional organizations into a unified shared service model for Member Services and Claims, ensuring a seamless transition.• Earned high praise from the Northwest Vice President and Senior Director of Customer Experience for exemplary contributions.

Everett, Wa, Us

I was recruited to lead the strategic direction and operations of the Snohomish County Public Utility District’s customer service division. My role involved spearheading performance management initiatives and driving procedural and operational improvements across the District’s revenue cycle, workforce management, call center strategies and technologies, frontline service, collections, low-income programs, and field operations.Key achievements include:• Rapidly implemented significant changes to the District’s credit policies, delivering substantial financial benefits to customers within an accelerated timeframe.• Improved call center service levels by 44% and reduced abandoned calls by 33% within just one year.• Decreased bad debt expense as a percentage of overall revenue by 0.13%, resulting in a reduction of approximately $1 million.

El Segundo, Ca, Us

Promoted by executive leadership to oversee Business Operations across an enterprise spanning 37 sites.Key achievements include:Supported a newly formed team of five Business Operations Managers, guiding them in conducting and documenting complex financial and operational analyses across multiple sites. These insights enabled executives to make informed decisions on present and future trends in contact center performance.Established monthly business reviews for key departmental leaders within the Customer Care organization, fostering alignment and accountability.Developed and implemented a Balanced Scorecard approach, ensuring a strategic balance between KPIs, empowering employees, and driving greater business success.Created and presented a "Bang for the Buck" analysis, evaluating the effectiveness of incentive programs and their impact on operational outcomes.Led various reporting and analytic projects to enhance operational performance across multiple call types, locations, and teams.

El Segundo, Ca, Us

Recruited by the Executive Leadership Team to spearhead a greenfield initiative for an owned and operated contact center. I was responsible for overseeing all Customer Care operations, with a focus on developing and implementing multi-tiered strategic plans aimed at achieving a three-fold gain: enhancing customer satisfaction, boosting employee engagement, and driving business efficiency.Key achievements include:Led the successful launch of a new facility that grew to over 1,000 employees. Directed and supported the start-up team across HR operations, IT infrastructure, training, quality control, facilities management, workforce planning, and overall operations to ensure a timely and efficient opening.Achieved the highest customer satisfaction ratings across all metrics from an independent source during the first full year of operations, outpacing 37 established sites.Earned new membership awards for the site due to its exceptional performance.Developed a compelling analysis of a rebate program, leading to a significant improvement in Member Experience by refining the rebate methodology.Managed a multi-million-dollar operational budget, consistently staying within 3% of the target.Consistently met or exceeded KPIs across the site and leadership teams.

Minneapolis, Minnesota, Us

Served as a key liaison between Customer and Field Operations and Corporate Finance focused on monthly variance reporting and the annual budget create cycle. Supported numerous organizations (Customer Care, Meter Reading, Credit and Collections, Billing, Training and Delivery, Field Operations, and Sales and Marketing,) by providing education and direction on proper financial policy and procedures in an effort to ensure FERC regulatory requirements were being met in a timely and efficient matter.Highlights of my achievements include:• Served as project manager for the operational and maintenance budget for Customer and Field Operations, equating to over $500M annually. • Team recipient of CEO's "Circle of Excellence" award for reducing timeline associated with the financial close process; moving financial close from 7 working days to 5 working days while maintaining accuracy and regulatory precision.

Conducted in-depth analyses to support new business objectives, focusing on cost implications, service level impacts, revenue opportunities, ROI, internal rate of return, and risk management. Developed and managed operational budgets for the Customer Care and Training departments, totaling $18.6M. Oversaw building facilities and the Customer Complaint division, and created, monitored, and analyzed key call center metrics in relation to financial drivers.Key Achievements:Budget Management: Maintained budgets with a favorable variance of 4.64% against a target range of ±5%. Achieved positive trends in critical call center metrics, including cost per subscriber, cost per call, and cost per minute for 2001.Executive Reporting: Designed and presented comprehensive Executive Financial Summaries to the Chief Services Officer and VP of Customer Care. Reports included detailed variance analyses and insights into financial and call center performance, highlighting areas of success and opportunities for improvement.Quarterly Business Reviews: Developed and led Quarterly Business Reviews for call center directors and managers, facilitating strategic discussions and performance evaluations.Cost Improvement Recommendations: Provided strategic recommendations for reducing overall business costs and contributed to the formulation of fiscal policies, including procurement procedures, travel guidelines, and hiring strategies.Recognition: Awarded the Senior Vice President’s “Service Excellence Award” for outstanding contributions and performance.

Denver, Co, Us

Supervised all management aspects of an inbound call center which included facilitation and communication between departmental managers. Managed several direct reports (IT Manager, Training Manager, Facilities Manager, Team Managers, and Team Leaders) and reviewed the departmental manager's weekly progress to ensure high productivity and achievement of site financial goals. Sought out areas of opportunity to constantly improve business and recommended changes to Executive staff. Supervised overall facility matrices, outlined by client and internal executives to ensure their attainment by positive motivational techniques. Highlights of my achievements include:• Led the start-up of a new facility, which grew to 300+ employees. Organized and led a start-up team to ensure timely and efficient opening while managing staff in a fast-paced call center environment.• Established a strategic direction for the organization, including the delegation of departmental responsibilities by setting individual goals and objectives. Consistently executed upon goals and objectives. • Coordinated, directed, and chaired "synergy" meetings to challenge management to continuously improve business strategy. • Created departmental goals with well-defined action plans and deliverables, then managed methods that aided in the accomplishment of outlined tasks.• Mentored 15 mid-level managers toward optimal performance and overall success. The facility drove 50% of StarTek's AOL outsourcing business.• Effectively and consistently maximized profit for entire facility achieving consistent gross margins of ~20%.