Mark Nelson

BMO

Role: Sr Mgr at BMO U.S.
Location: Omaha, NE, US
LinkedIn followers: 500 followers

General Business & ManagementView LinkedIn profile

About Mark Nelson

Executive experience in Contact Centers, Growing SMB, and Financial Services. Passionate about Customer Service and the Customer Experience. Love Execution and Operational Re-Engineering. Visionary leader and Culture creator.Results generator with high Emotional IntelligenceFact: Received promotions from within EVERY organization in which employed. Nearly 20 recommendations from former Managers, Peers and Staff! Open to relocation!

Experience

Sr Mgr
BMO U.S.
Mar 2019 — Present · Omaha, NE, US
Reduced overall Staff Attrition from over 100% to 50% annualized in two years. • Eliminated 10% of overall call volume in one year. Targeted transactions reduced 22%. This is the first time call volume had shown a reduction in at least six years.• 13% reduction in overall expenditures. First time in six years expenses had declined. • 2020 Service Levels actually improved despite a 25% staff reduction due to increased efficiency, improved procedures, and enhanced accountability.• Ushered in a new era of culture change that focused on accountability, fun and being customer-centric. • Increased Regulatory accountability and remediated multiple open issues that had been unresolved for years.• Influenced Sr. Leaders across the organization to partner with the Contact Center to improve the customer experience

Education

University of Nebraska-Lincoln
BS, Business Admin/Marketing

Skills

Account Management
Sales
Online Advertising
Budgets
Sales Process
Telemarketing
Team Building
Management
B2b
Direct Marketing
Process Improvement
Cold Calling
Mergers & Acquisitions
Salesforce.com
Lead Generation
Strategy
Vendor Management
Direct Sales
Executive Management
Solution Selling
Operations Management
Leadership
Customer Satisfaction
Training
Call Centers
Business Development
New Business Development
Marketing
Database Marketing
Cross-Functional Team Leadership
Marketing Strategy
Call Center
Strategic Planning
Customer Experience
Selling
Market Research
Strategic Partnerships
Workforce Management
Coaching
Sales Management

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