Mark Peters Email & Phone Number

Columbus, Ohio Area

Hickory/Lenoir, North Carolina Area

Plan and manage Fiserv's internal call center training programs in the Deposit Payments Group.

Presidium is the leading provider of Service Delivery Platform solutions for higher education. Offerings include IT, Financial Aid, and Enrollment Management service solutions and our mission is to streamline the service experience at colleges and universities. Responsible for partnering with the Contact Center leadership team to manage the Training strategies and Quality and Knowledge initiatives for the Call Centers.

Results-driven management executive with over 15 years experience in performance improvement, consulting, instructional design, development and delivery, management of an enterprise-wide learning function, and project management, including seven years of call center experience in high-volume domestic and international operations. Skilled as an internal consultant in analyzing existing operations and implementing the strategies, processes, and technologies to improve productivity and efficiency. Expert in facilitating change in a workforce to support organizational operating, financial, and quality objectives. Strong P&L management, cross-business unit strategic project management, and an excellent communicator at all levels. Expertise in:•Customer Relations•Policy/Procedure Development•Productivity/Process Improvement•Team-building•Managing the entire Learning Function•Strategic Planning•Internal Consulting•eLearning Development

Executive-level training professional with over 15 years of award-winning experience in performance improvement, consulting, instructional design, development and delivery, and management of an enterprise-wide training function. Achievements in reducing training costs and employee's time to performance, while increasing training and development effectiveness.

USAA is a Fortune 200 financial services company with more than $81 billion in owned and managed assets and offices throughout the United States and Europe.Responsible for managing the learning function for 4 lines of business and 8 staff agencies so that these business units have a trained workforce that contributes to USAA's strategic and operational goals.Responsible for developing and implementing learning paths for over 4,000 customer contact employees.Program managed learning intervention projects and/or other performance consulting work. Provided Level I, II, and III evaluations for training intervention projects to measure success and impact of training on workforce.Managed a professional workforce of 16 training instructors and 3 directors.Budgetary responsibility for effectively executing an annual plan while managing costs against unplanned requirements.Provided strategic input and direction for people development strategies.

USAA is a Fortune 200 financial services company with more than $81 billion in owned and managed assets and offices throughout the United States and Europe.Using performance analysis methodology, work collaboratively with internal customer's to identify performance issues and recommend performance solutions that contribute to organizational goals.Conducted performance analyses for assigned projects, developed performance models, managed performance improvement projects, and coached and supported other performance advisors and senior instructional development analysts.

P&L responsibility for an area office with a 1.6 million revenue target.Project managed multiple technology-based projects for this area office.Conducted performance gap analysis and identified key job behaviors that link to business goals.Facilitated performance consulting workshop for clients.Clients included: Eli Lilly, Fifth Third Bank, and Cintas.

IT consulting services company providing integrated solutions in digital communications, process improvement and enabling technologies. • Directed staff of 33 technical training professionals. • Managed multiple training projects and held P&L responsibility with revenue target of $3M.

Lexis-Nexis, database provider of Reed Elsevier, Anglo-Dutch world-leading publisher and database provider. • Supported all company-wide sales and marketing applications. • Managed training programs for 750 sales personnel. • Facilitated team training workshops.

Managed a group of project managers who were responsible for the design and development of interactive, computer-based training products. Clients included: Bell Atlantic, Bell South, US Army, US Air Force, Westinghouse, AT&T, Ethicon, Procter & Gamble, and Electronic Data Systems.

Leadership training, technical training, documentation.

Wire and Radio Communications - MCAS Kaneohe, HIDrill Instructor - MCRD Parris IslandHonorable Discharge