Mark Stahl Email & Phone Number

Sellersburg, Indiana, United States

Actively engage in delivery and directly contribute to the successful delivery of client projects. Engage with clients as a billable resource on a project team/engagement while completing tasks, activities and project deliverables with excellence. Plan and coordinate individual activities of a designated project to ensure that the goals or objectives of the project are accomplished as planned. As applicable, lead a track of work, ensuring required inputs are received and the track deliverables support the successful completion of the overall project.

Jeffersonville, Indiana, United States

Recruiting, training, and providing operational leadership and management of a team of case managers and document management specialists supporting the patient support services for a new-to-market specialty medication. Providing consultation to client as the program knowledge expert and recommending ways to optimize the impact of the program for continued patient support. Applying call center operations management expertise to develop staffing solutions, employ quality monitoring and assurance practices, and removing barriers to operational success.

Jeffersonville, Indiana, United States

Responsible for the administration and efficiently daily operation of the Central Fill operation including operations management, customer service, and strategic management in accordance with company objectives. Promotes superior quality and service culture through coaching, guidance, and staff motivation and provides leadership, training, and supervision. Engages key clients, partnering to resolve concerns, build loyalty, and strengthen relationships.

Providing strategic direction and tactical leadership for all functional areas within enterprise Workforce Management. Initiating, implementing, and effectively managing advanced workforce planning and optimization practices for the organization, and optimizing resource performance across multiple operations and business units utilizing automated workforce tools ensuring performance requirements and client specific service commitments are met.

Des Plaines, Il

Manage the performance of the Driver Services contact center, including a team of supervisors, quality coaches, and workforce management. Ensure consistent delivery of world class service to all fleet drivers, while maintaining effective productivity and efficiency standards. Partner with sales and account management for existing and prospective client presentations showcasing the Driver Services value-add, and collaborate with IT on new products and services that enhance the driver experience and expands Wheels' position in the fleet management industry.

Coordinate Workforce Management functions, including forecasting, strategic and tactical planning, and real-time monitoring and response actions. Lead Quality Management team, implement quality monitoring initiatives, and partner with business partners to adapt to changing client needs while exceed QM standards. Manage key improvement initiatives to effectively leverage leading technology and achieve a world-class service levels and client experience.

Call center workforce management expertise, project management, managing a team of workforce leaders, group operations management, statistical analysis, Six Sigma Greenbelt certified, call center management, experience in customer service, collections, credit, and risk management.

Call center workforce management leader, responsible for workforce leadership across four regional locations in New England and Canada, overseeing the staffing management, alignment, and allocations to maximize resources, minimize idle time, and achieve daily service level objectives. Managed a team of eight individuals that were each responsible for schedule managment for up to 200+ associates. Previous responsibilities at MBNA included Team Manager and Assistant Team Manager with experience in Customer Service, Credit, Risk Prevention, and Collections.

Bachelor Of Science (Bs), Religion: Evangelism, 4.0

Activities and Societies: summa cum laudeBachelor's of Science in Religion, with a cognate in Evangelism, and minors in Church Ministry.

Mechanical Engineering