Mario Miserendino

WORK HISTORY

EDUCATION

ABOUT MARIO MISERENDINO

I\'m a trusted, fluently bilingual business executive with a 15-year record of achievement in all aspects of business transformation, from strategy development & implementation to organizational development & alignment, and hands on management of large operational units. Passionate about optimizing organizations to enhance the customer experience in a profitable and sustainable way. I accomplish this by adopting an outside in view of the business to create a compelling vision, and then rallying my teams to translate the vision into strategy and concrete actions to drive tangible / measurable customer outcomes. I recently led the transformation of Aeroplan’s customer service operations, resulting in an 80% improvement in service levels, a 200% increase in Net Promoter Score, a 20% improvement in employee productivity and a 25% reduction of the cost base. These improvements were sustained through a period of rapid change and great uncertainty following the loss of a major customer, and the subsequent sale of the business. Specialties: Strategy Development, Strategy Execution, Business Transformation, Operations Management, Customer Experience, Customer Service, Team Leadership, Talent Management, Change Management, Productivity Optimization, P&L Management Industry verticals: Financial Services, Payments, Insurance, Professional Services, Loyalty Management, Travel & Leisure, Retail, E-Commerce