Mark Ellis

About Mark Ellis

Operations and client experience leader with 20+ years of helping organizations run smarter, serve clients better, and scale with confidence. My career has been built at the intersection of service delivery, process optimization, and people leadership—where strong relationships and strong systems meet.I’ve led cross‑functional teams across the U.S, India, and the Philippines, partnering with stakeholders at every level to solve problems, elevate performance, and create client experiences that drive retention and long‑term growth. Whether I’m improving workflows, guiding teams through change, or building trust with clients, I bring a steady, solutions‑focused approach that keeps projects moving and people aligned.I thrive in fast‑paced, evolving environments and love stepping into roles where I can make an immediate impact while continuing to grow. If my background resonates with what you’re building, I’d love to connect and explore how we can create meaningful results together.

Experience

1. Client Services Manager

   Empyrean

   Nov 2023 — Present · Dallas, TX, US

   Relationship owner responsible for helping clients enable their strategies, build employee confidence in their benefits program, and positively impact the financial, mental, and physical wellbeing of their team.• Positive driving force not just for the account(s) assigned but within the organization partnering with support services and technology to deliver on our brand promise.• Leads Team of Business Analysts fostering their development and career growth while ensuring operational excellence day to day.• Gives back to the community through Empyrean Shares and other personal philanthropic efforts.

Education

• Ken Blanchard's Situational Leadership II

  Certificate, Leadership, Management and Facilitation Skills

  2000 — 2000

• Joel E. Ferris

  Diploma, DECA, FBLA & Symphonic Choir

  1995 — 1999

• University of Colorado

  Certificate, Requirements Gathering for Secure Software Development

  2020 — 2020

Skills

• Leadership
• Management
• Crm
• Customer Service
• Call Centers
• Team Building
• Customer Satisfaction
• Project Management
• Recruiting
• Vendor Management
• Team Leadership
• Performance Management
• Telecommunications
• Account Management
• Customer Retention
• Business Development
• Customer Experience
• Outsourcing
• Salesforce.com
• Bpo
• Business Process Improvement
• Customer Relationship Management (Crm)
• Workforce Management
• Contact Centers
• Avaya
• Peoplesoft
• Call Center Development
• Telephony
• Troubleshooting
• Ivr
• System Deployment
• Disaster Recovery
• Onboarding
• Service Delivery
• Data Center
• Offshoring
• Sharepoint
• Sql
• Confluence