Mark Renfro Email & Phone Number

Texas, United States

Dallas-Fort Worth Metroplex

SEI is a business and technology consulting firm committed to consistent delivery and collaborative partnerships. Founded in 1992, SEI now employs more than 600 consultants across the United States. I partner with clients to advance critical projects that align people, process, and technologyWorkday - Talent Aquisition Program Leaders. Partnering with a world-class global manufacturing automotive HR team to implement Workday Recruiting for Professional, College and Hourly segments. Began with Design thinking for all represented personas to create unique workflows. Partnered with IT to set up integrations for assessments, testing, background checks, and ServiceNow. Led sessions to follow TBP and Kaizen to improve the candidate experience and reduce lead time. ServiceNow - Product Owner for HR IT at a worldwide manufacturing corporation. Partnering with senior executives and the user community for multiple applications. Defining the customer experience, refining and prioritizing requirements to advance applications to MVP and add enhancements and test. Leading communications to stakeholders, partnering with third-party consulting companies, integrating application Product Owners, and IT.Program Leader for 40B Healthcare company - Onboarded 300+ national doctor locations owned by a private equity owned group in an accelerated timeline. The effort led the Private Equity group to a successful exit. Led internal workstreams to stand up new models for HR, supply chain, operations, third party partners, and customer service (salesforce.com). Central point of contact to C-Suite executives, provider locations, and internal functional leads.

Frisco, Texas

Leveraged data and tools to optimize workforce management and elevate the customer experience.• Led the effort that refined time standards and staffing models to adjust for new sales and operations technology investments and changes in customer behaviors. Updated reporting metrics and portals.• Evaluated salesforce adoption and effectiveness of sales technology use with clients and prospects. • Partnered with internal executives to design the approach, managed field consultants, and data analysts for models and reporting.

Dallas/Fort Worth Area

Management of consulting services sales and delivery efforts. Recruited our consultants. Led engagements for sales operations, revenue growth, and IT risk remediation. • Established a program that supported an IT risk management to remediation initiative for an international company. Created program governance and transparent communication processes leveraging analytics and knowledge management. Reduced IT escalations through clarity of guidance, accountabilities, and tracking. • Authored and published articles on removing risk from sales and service processes; collaboratively driving revenue across lines of business through internal partnerships.

Dallas/Fort Worth Area

Conducted discovery and created roadmaps for sales enablement, operations, sales and service management, and SaaS sales tool selection/integration for financial services and healthcare providers. Trained sales and customer success teams.

Dallas/Fort Worth Area

Strategy and execution of sales and service management, operations and enablement frameworks supporting over 4,000 salespeople. Led mortgage sales, national retail communications, internal program managers, vendor support teams, and technology partnerships.• Designed go-to-market programs, incentives, campaigns, forecasting, and performance goals.• Led national communications and customer experience training to creatively engage and equip colleagues to improve the customer experience. • Collaborative program management with stakeholders in marketing, operations, and local markets to drive sales results and the desired customer experience. Defined controls and accountabilities.• Selection and adoption of SaaS, knowledgebases and content assets for sales and operations optimization. Created business cases and requirements (FIS, Microsoft Dynamics, Salesforce, SharePoint, and recognition portals).• Selected, onboarded and managed high-performing teams to speed time to proficiency.• Formed strong relationships with market leaders. Assessed needs and aligned sales and sales management processes, dramatically improved business and consumer loan production.• Designed employee engagement and colleague recognition programs.• Leveraged analytics for performance onboarding, tracking, analysis, and performance coaching.Achievements:• Designed and deployed the Quality Service program; Comerica had the largest jump in JD Power service rating for any US bank in 2015.• Led the launch of a multimillion-dollar leading-edge intranet. Upgraded national information sharing, content, reporting, and internal messaging.• Led development of a cross-business unit collaboration program that drove qualified referrals and $730MM in closed sales in 2015 for wealth management, investments, business, and retail. (CEB wrote a case study on the process)

Dallas/Fort Worth Area

Sold and implemented sales and service performance improvement programs for retail, call centers, mortgage, treasury, merchant services, wealth, commercial, and small business. • Collaboratively created strategic roadmaps to engage employees, improve the customer experience, and exceed targets. • Sold and delivered multi-year engagements. Created proposals, conducted assessments, and presented solutions. Managed key accounts.• Conducted training, led train-the-trainer, and mentored client leaders on sales management and coaching.• Led sales enablement and organizational change management efforts.Achievements:• Program manager for a top 20 US Bank that ensured line adoption of a multi-million-dollar sales and service technology platform. The bank was also acquiring and expanding their national footprint. • Led pre-sales for an add-on engagement across three lines of business across North America. Client results up over 18%, following a doubling of sales in the prior three years.

Dallas/Fort Worth Area

Management consulting, CRM & sales technology implementation, sales and service training, and organizational change management. • Led U.S. and international management and technical consultants, trainers, and product management.• Sold and/or led programs for multi-year relationships with clients in the U.S., Australia, Mexico, the U.K., and the Far East. Defined engagement approaches contracted agreements. Achievements:• Led an engagement that resulted in a 26% profit increase, 65% targeted product volume increase, and 23% average household profitability increase, over a 10-month period.• Sold and program led an engagement with a top 5 U.S. bank that improved 7 of 7 key metrics over four years, led to add-on engagements.• Sold and led a 20-month engagement with an Australian bank that dramatically improved sales performance for six LOBs. This led to their successful exit/sale to the third-largest Australian bank.

Dallas/Fort Worth Area

Led 18 branches, 275 colleagues (branch managers, business bankers, securities) $1.4B deposits.(Previous roles: Sales Trainer; Branch Manager)

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Arts (Ba), Economics