Mark Warnock Email & Phone Number

Atlanta, Ga, Us

Founded and lead a consulting business advising senior leadership teams on critical business goals. Identify opportunities to enhance organizational performance and implement transformative strategies to drive growth and success, including optimizing customer value delivery, improving customer relationship management, and developing strategic plans while fostering collaborative team cultures.- Served as a trusted advisor to a technology-enabled solutions company on the development of a self-sustaining customer success team. Provided guidance and support in assigning managers ownership of specific business metrics and established a framework of knowledge sharing and team collaboration.- Guided a B2C company through a structured approach to growth and client management. Implemented targeted marketing campaigns to enhance client retention and engagement. Improved operational efficiency and financial performance with the creation of annual strategic plan.

Boston, Massachusetts, Us

Promoted to lead a team of 12 managers within a cloud-based electronic health record and practice management platform, delivering ongoing customer success to 10k clients with over 50K users across individual platforms. Built and continuously developed key customer executive relationships to drive long-term customer retention and $84M in annual revenue. Oversaw the allocation of $1M in resources to enhance and maintain positive customer relationships.- Orchestrated a full-scale turnaround in performance of the customer success management team, which had failed to meet customer engagement for multiple years. Overhauled the quarterly performance call (QPC) to a quarterly business review (QBR) that focused on customer goals and KPIs, aligning priorities of stakeholders and driving customer engagement to 60%.- Following the successful team implementation of the QBR, it was rolled out to all business segments. Expanded revenue through up-sell opportunities, increased product adoption, and drove new business growth, resulting in increased customer satisfaction and a net promotor score (NPS) of 40%.- Proactively identified and mitigated churn risk by conducting routine customer check-ins and facilitating seamless transitions to different managers as needed.- Served as the primary escalation point, effectively resolving complex customer issues by executing tailored customer journeys.- Led a specialty team focused on quality metrics for providers. Utilized Gainsight for projections and provided executive strategies to senior leadership for team enhancement.

Boston, Massachusetts, Us

Led a global customer-facing team of 238 agents providing 67% of overall product support. Partnered with senior leaders to devise and execute strategic initiatives aimed at eliminating obstacles in product usage and adoption to drive customer success. Consistently evaluated and refined team structure to enhance efficiency and effectiveness of support center.- Executed multiple short and long-term overseas projects as directed by management, reporting directly to senior vice president of customer care.- Created a strategic roadmap to establish key performance indicators (KPIs) for new international call center, surpassed all goals in Q2 and client satisfaction quickly paralleled domestic benchmarks.

Boston, Massachusetts, Us

Following immediate success in the management of domestic call center quickly promoted to lead the establishment and management of international call center simultaneously. Forecasted, tracked, and analyzed key metrics for location-specific performance including, average speed of answer, customer satisfaction, call abandon rate, and case submission management.- Handpicked by senior leaders for temporary transfer to Manila, Philippines to direct the accelerated launch of a new support center, effectively navigating cultural considerations to establish center within 6 months.- Recruited, trained, and mentored 62 new agents over 4 months, managing headcount to maintain client service levels and adjusting for attrition.- Reduced overhead costs by transitioning 130 inbound call agent roles to overseas positions, simultaneously cutting training time by 50% leveraging the region’s robust health field expertise.- Managed a specialized team of 14 associates dedicated to enhancing efficiency and meeting quality standards, successfully reducing the average monthly client relationship management (CRM) case expiration rate by 89% in 3 months utilizing Salesforce platform.- After successfully transitioning the international call center, assigned to a four-month mentorship with senior leadership to determine direction of next career assignment, subsequently receiving promotion to next role.

London, Gb

Relocated to Morocco to spearhead international business growth operations for the European expansion into the North American market, including strategic planning, pricing negotiation, sales, onboarding, and customer success planning. Traveled across Morocco and Europe to cultivate business growth and strengthen relationships with existing clients. Created, defined, and executed operational strategies to enhance workflow efficiency and revenue across a spectrum of luxury lodging accommodations (boutique hotels, flagship hotels, palaces).- Developed and executed strategic sales and marketing plan to meet and exceed new client contract goals month-over-month.- Collaborated with customer service, account management, technology/mobile app team, revenue management, and E-marketing for customer retention and expansion to increase organizational portfolio.- Developed and delivered presentations at international summits, enhancing brand recognition and influencing key stakeholders.

Orlando, Florida, Us

Managed a team of 10 direct reports and 80 non direct reports across a portfolio of 10-15 properties, overseeing compliance, audits, and safety training.