Mark Gabica Email & Phone Number

Responsible for managing relationship with our largest BPO Partner and supporting all functions related to their success including:-Managing system access and control-Facilitating Business Reviews-Driving performance improvements-Engaging key stakeholders across the org to ensure success

Boise, Idaho, United States

As the first CS Ops leader at Cradlepoint I was responsible for creating the technology foundations for our Customer Success and Renewals teams. This included:-Building accurate renewals revenue forecasting-Creating renewal rate metrics from scratch combining data sources from multiple systems-Enabling sales teams on tools to view available.

Boise, Idaho

• As part of the Customer Success Team at Cradlepoint my role is responsible for renewing support, warranty, and SaaS licenses for Cradlepoint's industry leading technology, hardware and support.
• Facilitate end to end quoting process to drive Cradlepoint Revenue. Includes working internally with Account Managers and senior leaders. Coordinating details with IT Partners to ensure renewal is booked on time.
• Responsible for approximately $1 million in quarterly renewals.
• Ensure accurate customer and partner data across Salesforce and ERP tools.
• Contribute thought leadership across the Customer Success Team
• Partner with Business Analysts and leadership on process improvement and other efficiencies

Boise, Idaho Area

- Responsible for $15 Million book of business - managing client experience and revenue retention- Develop relationships with key decision makers, including C-Suite executives- Lead team of Account Managers in problem solving, and owning the end to end client experience- Partner with clients and make recommendations on additional products to increase revenue

Orem, Utah

• Site Director for large healthcare client with over 250 HC. Responsible for customer experience and service level delivery

Orem, Utah

• Improved Net Promotor Scores by 53% through performance management, expectation setting and accountability.
• Improved retention performance by 2.8 points in 6 months through leadership development and accountability.
• Delivered 2 points over gross margin forecast in 2016. Coming in $100k over revenue forecast so far in 2017.
• Facilitate performance review discussions with key stakeholders including clients and senior leaders.

Ogden, UT

• Earned a position as a trusted client advocate due to frank discussions regarding KPI performance.
• Increased sales conversion rate by 15% in just 3 months.
• Led team of 8 Team Managers toward goal achievement by providing feedback and thought leadership.
• Successfully drove daily performance metrics through motivation, accountability, and follow-up.
• Co-manage P&L of over $10 million per year by analyzing and making recommendations on operational efficiencies.

Cedar City, UT And Orem, UT

• End to end management of internal branding programs and was single point of contact for customer experience improvement and sales improvement.
• Manage specialized resolution team to tackle organizations complex customer impacting issues.
• Improved customer experience metrics through sustainable change management.
• Responsible for agent performance in call quality, coaching, scorecard review and feedback for up to 30 direct reports.
• Worked independently and under tight deadlines, often with minimal supervision.

B.A., Advertising, Communication Studies, 3.69 Gpa

Activities and Societies: Centurium Consulting GroupGraduated Magna Cum Laude in Communications and Advertising. Focuses of study include.

Associate Of Arts (A.A.), Anthropology