Mark Randle Email & Phone Number

Denver, Colorado, United States

In my current role, I lead a team of ~25 Health Guides, managing daily operations to deliver top-tier concierge service. I track KPIs and monitor workloads, regularly analyzing performance data to ensure timely request completion, identify improvements, and maintain a high-quality customer experience. Some of my key achievements include: ► I was recognized for leadership excellence and entrusted with managing two of the largest multi-city clients and enhancing key client relationships.► I have the opportunity to coach and mentor my team, conducting performance evaluations and staff development sessions to enhance team performance and cultivate a positive culture.► Develop and update Standard Operating Procedures, ensuring process consistency and compliance with regulations.► Scale team to meet organizational growth hiring, onboarding, and training new associates, as well as leading training sessions for organizational clients.► I collaborate with cross-functional teams to align business strategies, acting as a Subject Matter Expert, supporting internal training, and recommending product enhancements.► Played a key role steering strategic initiatives to promote program growth and efficiency, contributing to projects like tool updates, establishing an IVR, and creating reference materials.

Orlando, Florida, United States

At PSS, I directed call center operations for key clients, leading 8-9 teams with 12-15 experts per team, driving sales growth and career development. I led team meetings to communicate objectives, remove obstacles, and align goals across teams. I also fostered strong relationships and positive culture through an open-door policy, partnering with workforce, training teams, and coaches to enhance performance. A few of my accomplishments include: ► Increased sales performance by 80% (from 4.8 to 9.2 sales per 100 calls) by collaborating with leadership and Sales Enablement teams to implement rewards, recognition, and training programs.► I monitored associate performance and KPIs using Salesforce, internal systems, and standard call center tools, providing tailored feedback to maintain high-quality customer support.► Strategized action plans to improve organizational metrics, resulting in a 20% increase in net promoter score by leveraging strengths, promoting peer coaching, and creating training materials.► Partnered with call centers to provide consistent support and training, authoring and presenting training documents for company-wide use.► I was awarded Top Operations Manager for AT&T in 2023 and ranked in the Top 5 Sales Managers in 2020 and 2023 for sales performance.► I was also promoted through roles of increasing responsibility for consistently transforming underperforming operations and delivering strategic results.

Orlando, Florida, United States

As an Operations Manager in Major Appliance, I led teams of 8-30, including supervisors, across 7-8 major US cities, collaborating across departments to resolve tickets, boost sales, and enhance customer support. Some of my achievements include: ► I streamlined communications between front-line and support teams by optimizing processes in partnership with senior leadership and Change Owners.► Collaborated with the Training Department to revamp the curriculum, implementing a new training program tailored to specific client and field requirements.► Travelled to various locations to connect with supervisors, address operational issues, assess needs, and develop teams with a focus on quality control.► I was honored twice for my exceptional performance, receiving Top Sales Manager for Major Appliances in 2022 and Top Operations Manager for Major Appliances in 2021.

Orlando, Florida, United States

Wallace, North Carolina, United States

A t Verizon, I managed operations for a wireless retail store generating $1M annually, leading a team of 5 associates. I cultivated a culture focused on staff retention, teamwork, and high-quality customer service by leading initiatives that promoted open communication. A few of my accomplishments include: ► Consistently exceeded monthly sales targets by ~14% through consultative sales techniques and customer education on diverse products and services.► I led training for new sales associates, providing guidance on systems, sales processes, and best practices.► Managed a ~$20K monthly budget, overseeing inventory management, tracking expenses, and handling payroll processing.► I reduced costs by negotiating better rates and expanding product options through strategic manufacturer partnerships, boosting accessory sales.► Improved performance at underperforming locations by traveling as a Subject Matter Expert in Marketing and Operations to help increase store revenues.

Wimington, Nc

High School Diploma

Activities and Societies: Wrestling Team

Education record

Activities and Societies: TKE