Mark D. Harley

Mark D. Harley Email and Phone Number

Business Account Executive at MH Consulting & Services @ Focus On Leadership Global
Mark D. Harley's Location
Deerfield Beach, Florida, United States, United States
Mark D. Harley's Contact Details
About Mark D. Harley

I am a seasoned veteran with 20 years of business operations and administration experience primarily in call centers. I have acquired a wealth of knowledge, skills, and experience over the years, working with amazing people and companies in various industries. At my center, I am an inquisitive creative problem solver and a natural leader.I proudly served in the US Army in the early 1990s, acquired a Bachelor's of Science degree for Mathematics, and pursued a career in services. I am passionate about three things, namely people, service, and leadership. My leadership experience spans over 30 years combined between the private, public, and nonprofit sectors. Professionally, I have held various positions from front-line employee to mid-management to senior management roles.Areas in which I have 15 - 21 years of experience include call center operations, program development, workforce management (i.e. forecasting, staffing, capacity planning, real-time management, workforce optimization, workload balancing, and single- and multi-channel demand environments) in traditional and virtual call centers, analytics and reporting, strategic management & leadership, customer relationships, and operational leadership and management. I am a mix of affiliative, collaborative, and strategic management styles. I am committed to operating within the team environment while supporting and developing future leaders and pressing toward the achievement of long term goals.

Mark D. Harley's Current Company Details
Focus On Leadership Global

Focus On Leadership Global

View
Business Account Executive at MH Consulting & Services
Mark D. Harley Work Experience Details
  • Mh Consulting & Services
    Business Account Executive
    Mh Consulting & Services Feb 2023 - Present
    - Assist small businesses with administrative tasks. - Help identify gaps in business operations and recommend solutions. - Assist with process improvements and analytics. - Assist with business acquisitions. - Assist with client relations management and strengthening partnerships. - Assist with funding and business credit development and requests. - Provide consulting services and trainings for small businesses scaled to client needs.ACCOMPLISHMENTS:• Landed 3 accounts for client• Grew monthly revenue almost 500% in 3 months• Created business processes and reports to improve utilization, increase profit margins, and give owners insight into key operation metrics
  • Focus On Leadership Global
    Ceo & President
    Focus On Leadership Global Dec 2015 - Present
    Pompano Beach, Fl, Us
    - Provide vision, leadership, and direction such that the FOLG achieves its mission. - Provide managerial expertise and technical skills in the course of leading the organization.- Successfully achieve organizational milestones by deadlines and within budget.- Create an entrepreneurial, innovative, and goal-oriented work environment designed to overcoming challenges and optimizing opportunities for growth and mission accomplishment.- Provide nonprofit leadership, business development, finance, administration, fundraising and organizational development.- Support and lead staff and the board of directors through a process of SWOTs, re-assessments, planning, and organizational evolution.- Provide grant-writing services ACCOMPLISHMENTS:• Raised $30k in grants and donations• Enrolled 25 kids a year in the program
    View
  • Customer Solutions Group
    Enterprise Workforce Manager
    Customer Solutions Group May 2021 - Mar 2023
    Us
    - Managed real-time management operations, staffing, and workload balancing for an outbound call center.
    View
  • Arise Virtual Solutions Inc.
    Forecasting Analyst
    Arise Virtual Solutions Inc. Oct 2017 - Apr 2021
    Miramar, Florida, Us
    - Provide quantitative analyses mainly in forecasting staffing requirements, call demand, shrinkage calculations, arrival patterns, capacity planning, and performance projections in a fast-paced, virtual call center environment which includes inbound, outbound, and email contact types. - Responsible for WFM duties on 4 accounts, 9 lines of business with 1,800 representatives. - Consult clients and operations teams on workforce management topics and account performance. - Maintain WFM databases. - Create ad hoc reports and assist with process improvement projects. - Deepen relationships with clients and key decision-makers. - Partner with client results and finance teams in meeting financial objectives.ACCOMPLISHMENTS:• Improved SLA 18% while increasing staffing efficiencies 13%• Improved utilization 16%• Semi-automated reports and analyses
    View
  • Campus Debt Solutions
    Business Operations Manager
    Campus Debt Solutions Aug 2014 - Dec 2015
    - Work closely with the President, managing business operations. - Provide leadership and support in the areas of client services and sales. - Provide analytical, performance management, and risk management support. - Develop frontline leaders and managers. - Create process maps and develop business processes. - Manage QA program. - Create process improvement teams to solve business challenges. - Coordinate technology enhancements with Salesforce with IT vendor. - Work with the IT department to improve business processes. - Create customer surveys. - Provide administrative support with Salesforce and predictive dialer. - Handled BBB complaints for business.ACCOMPLISHMENTS:• Developed QA program for sales team improving compliance and quality 20%• Drove down NSF and cancel rates from 40%+ down under 25%• Improved BBB rating from D- and No Rating to a B- over 8 months• Oversaw multiple technological enhancements and rollouts. • Created dashboards for executives and managers.
  • Abb Optical Group
    Operations Workforce Analyst
    Abb Optical Group Oct 2011 - Aug 2014
    Coral Springs, Fl, Us
    - Work closely with call center operations leadership in the areas of performance management, workforce management, and analytics. - Guide and develop frontline leaders on tactical management. - Assist leadership construct solutions to operational challenges. - Coordinate technology enhancements for customer service operations with IT Department. - Develop reports and analytics for customer service, distribution and sales. - Conduct statistical, economical, and operational analyses as needed. - Develop and conduct customer surveys. - Develop and maintain presentations for management and executives.ACCOMPLISHMENTS:• Conducted annual training classes for call center employees around workforce management and performance topics.• Successfully implemented a WFM program in a multi-site, blended environment of inbound calls, email, chat, and faxes. • Developed call center analytics program for customer service to include a data mart and automated data visualization projects and dashboards.• Developed ROI and BCA analyses for the purchase of a WFM application and served as project leader for WFM Application Acquisition/Implementation project.
    View
  • Time Warner Cable Businees Class Carolinas
    Business Analyst
    Time Warner Cable Businees Class Carolinas Dec 2009 - Oct 2011
    Stamford, Ct, Us
    - Provide analytical and reporting support for sales, customer care, technical support, order management as well as other business units. - Work closely with call center leadership team tackling operational challenges. - Business analyst for data visualization projects and call center operations. - Architect of the workforce management program for the division contact center, designing all aspects of the program from workflow to policies and processes to analytics. - Identify root causes and defects in business processes and champion process improvements. ACCOMPLISHMENTS:• Improved Call Center Service Level by 3% and decreased ASA by 10 seconds while AHT increased 90 seconds through various analyses and process improvements.• Successfully implemented a WFM program in a blended environment of inbound and outbound calls, email, chat, and non-IVR contacts. • Developed call center analytics program for sales, tech support, customer service, and other business units.• In-house expert for various levels of management for data sources, analyses, and business solutions.• Developed forecast and staffing models and designed and implemented real-time management program.
    View
  • Mobile Mechanics, Inc
    Owner
    Mobile Mechanics, Inc Jan 2007 - Jan 2010
    - Developed and managed business operations for a small business. - Provide auto repair services at customer locations.- Conduct marketing and PR activities to promote the service and products. - Create partnerships with small businesses. - Build customer base through phone sales strategy and basic advertising. - Develop and manage a call management system for inbound and outbound calls. - Create reports and conduct analyses on financials and operations. - Handle customer calls and escalations.
  • Iqor
    Assistant Vice President, Operations
    Iqor Jan 2005 - Jul 2007
    Fort Lauderdale, Fl, Us
    - Manage analytical, workforce management, and operations support for daily operations, budget cycle, and strategic initiatives for 16 call center departments, totaling 600 employees, 30 team managers, and 4 directors. - Manage team who provided comprehensive support of operations to include analytics, payroll, forecasting, staffing/scheduling, traffic, and real-time management in a multi-skill inbound and outbound call center. - Direct a staff of 7 managers and analysts. - Consult VPs on improving financial management and containing costs. - Developed and implemented a comprehensive forecasting program that enabled accurate revenue and expense projections for budget cycles and daily financial management. - Designed audit programs and performed analysis and compliance testing. - Prepared and reported on all operational metrics and financials.ACCOMPLISHMENTS:• Led process improvement project resulting in the overhaul and retooling of the WFM department.• Developed and directed a comprehensive capacity planning program that produced more accurate revenue and expense projections for budget cycles and reduced program expenses 7%.• Improved combined forecasting accuracy to 94% through algorithms I created.• Recommended and implemented shift realignments resulting in 8% decrease in staff.• Redesigned and implemented a workforce management processes that improved utilization by 4% and helped reduce program costs by 5.5%.
    View
  • Ibm Global Services
    Helpdesk Duty Manager
    Ibm Global Services Jun 1999 - Jan 2005
    Armonk, New York, Ny, Us
    - Responsible for level 1 technical support call center operations. - Provide supervision of 50 technical service representatives and a virtual call center of 150 agents. - Responsible for real-time management and performance management. - Responsible for reporting call center metrics to management team and handling escalations.ACCOMPLISHMENTS:• Initiated process improvement project around declining CSAT scores.• Assisted in the development and management of a virtual call center.• Assisted in the development and management of a rapid response system for outages and virus attacks.
    View
  • The South Carolina Democratic Party
    Deputy Regional Director
    The South Carolina Democratic Party Aug 1998 - Dec 1998
    Columbia, Sc, Us
    - Regional director of 1998 Democratic Party's GOTV coordinated campaign. - Contributed to the winning elections of Democratic candidates from Gubernatorial and congressional races to local county races for an eight county region.
    View
  • Us Army
    Light-Wheeled Vehicle Mechanic
    Us Army Jul 1991 - Jan 1995
    Arlington, Virginia, Us
    - Supervise and perform unit maintenance and recovery operations on gasoline and diesel fueled light-wheeled vehicles (i.e. 5 ton or less and their associated trailers). - Honorable discharge. - MOS: 63B
    View

Mark D. Harley Skills

Process Improvement Leadership Call Centers Management Strategic Planning Analytics Business Analysis Analysis Team Leadership Program Management Data Analysis Workforce Management Strategy Business Process Improvement Crm Coaching Operations Management Microsoft Excel Quality Assurance Telecommunications Integration Vendor Management Human Resources Budgets Project Planning Erp Cognos Performance Management Tableau Business Objects Sql Business Intelligence Software Documentation Automation Algorithms Mathematical Analysis Sdlc Access Contact Center Operations Ewfm Rta Real Time Monitoring Real Time Reports Centrevu Visual Basic Peoplesoft Customer Experience Visio Resource Planning Cisco Ipcc/icm

Mark D. Harley Education Details

  • Francis Marion University
    Francis Marion University
    Mathematics
  • South Carolina State University
    South Carolina State University
  • College Of Charleston
    College Of Charleston
  • Wade Hampton High School
    Wade Hampton High School

Frequently Asked Questions about Mark D. Harley

What company does Mark D. Harley work for?

Mark D. Harley works for Focus On Leadership Global

What is Mark D. Harley's role at the current company?

Mark D. Harley's current role is Business Account Executive at MH Consulting & Services.

What is Mark D. Harley's email address?

Mark D. Harley's email address is mh****@****ise.com

What is Mark D. Harley's direct phone number?

Mark D. Harley's direct phone number is +195499*****

What schools did Mark D. Harley attend?

Mark D. Harley attended Francis Marion University, South Carolina State University, College Of Charleston, Wade Hampton High School.

What are some of Mark D. Harley's interests?

Mark D. Harley has interest in Politics, Home Improvement, Home Decoration, Health.

What skills is Mark D. Harley known for?

Mark D. Harley has skills like Process Improvement, Leadership, Call Centers, Management, Strategic Planning, Analytics, Business Analysis, Analysis, Team Leadership, Program Management, Data Analysis, Workforce Management.

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.