Mark Ratekin, Ccxp Email & Phone Number

London, GB

I lead the global CX consulting team at Forsta; our group works with clients and prospects around the world to help them bring their customer experience programs to a greater level of maturity.

London, GB

London, GB

At Confirmit, our passion is to empower people to improve their world by making voices matter. The CX Consulting group helps customers grow their customer experience (CX) programs to maturity, enabling transformational change that optimizes customer and employee experience while maximizing business outcomes.

I provided consulting services for organizations needing assistance with their strategic direction in operations, marketing or finance. Guidance was driven by in-depth analysis of the firm's internal data to provide insight and direction on the development of critical performance metrics.

Fishers, Indiana, US

• I provided oversight and strategic direction throughout the company’s major business channels to develop and implement key metrics for sales and marketing trends, pricing processes, and cash-flow forecasts. I also.
• Designed and implemented the first price increase in eight years to oversee the firm during a period of double-digit growth.
• Substantially improved employee relations and morale within the company while reducing cycle time on customer support inquiries.
• Developed updated metrics to track profile activity and channel trends to increase operational analysis.
• Executed pay and demand level strategies through implementing successful hiring, training, and coaching techniques.

Indianapolis, Indiana, US

• Throughout my tenure, I improved processes and provided team leadership in several key roles throughout the organization. I directed key management initiatives including the development of new pricing and cost reviews.
• Co-developed and administered the Walker Index, a simulated stock portfolio that successfully outperformed Dow 30, S&P 500, and NASDAQ market indices by a factor of 5 to 7 times over a 20-year period.
• Provided team leadership and direction through crisis to stabilize revenue of $3M through improved strategies and profit retention programs.
• Successfully managed operational support for the firm’s largest client, resulting in over $6M in revenue.
• Identified and eliminated redundancies in process flow to reallocate and deploy $250,000 in resources.

Anderson, IN, US

• Through envisioning long-term university initiatives, I implemented educational efficiencies for the MBA Program in the Falls School of Business. I served as a leader for the marketing curriculum, creating course.
• Effected a curriculum-based approach to teaching Strategy and Change Management to students.
• Played integral role in developing curriculum content for courses and syllabi to further educational objectives of the university.
• Executed performance evaluation procedures for students, including providing career counseling and coaching to students to further the overarching success of the MBA program.

• My effective leadership of market research resulted in market feasibility listenership study results through examination of radio formats, playlist selection, and rotation. I also served as a main contact related to.
• Conducted an analysis which proactively identified a possible significant loss in audience that a change in format would cause, ultimately saving the company from reduced performance and decreased revenue.
• Minimized error with the implementation of an automated system to scan research questionnaires.
• Designed and executed an automation process for downloading and processing radio ratings data.
• Oversaw all aspects of market research.

Mba

A.B., Psychology Major, Business Minor

Education record