Mark Ford

About Mark Ford

As a highly accomplished Customer Support leader with over 20 years of experience, I have…

Experience

1. Operations Support & Customer Care

   GHX

   Aug 2017 — Present

   Manage multiple support teams in diverse geographic locations, including Customer Support contact center, Problem Management, Business Analysts and offshore partner teams. Recruit, hire, and develop training for contact center analysts which includes scripting, call management, emotional intelligence and technical proficiency. Developed peer mentoring program among subject matter experts to provide team depth and a flexible culture that can adapt quickly to changes in the business environment. Initiated a leadership mentoring program to raise up strong and effective Support leaders who go on to future leadership positions within the company Implemented quality initiatives that reversed and sustained Customer Satisfaction scores from 55% to 90+% Participated in a multi-year cross-departmental quality improvement initiative that resulted in SCP certification of our support operations Developed a Premium Support model that transformed the contact center into a revenue-generating profit center. Senior Incident Manager, leading a team of 5 Incident Managers operating 24x7 to restore and maintain continuity of service due to disruptions to customer product utilization Utilize ITIL and Six Sigma methodology as the basis for a process-driven, cross-functional approach to customer service, incident management, and continuous improvement Participated in the development, implementation, and growth of an enterprise-wide KCS Knowledge Management System. Developed and nurtured strong cross-departmental collaboration focused on driving customer satisfaction through a \"One Team\" philosophy; total ownership of the customer experience across all teams. Transformed a full-time onsite workforce into a high-performing fully remote team with Support analysts located in all US timezones and India. Developed incentive programs to create a positive and engaging work environment, which results in improved employee job satisfaction and reduced team attrition.

Education

• Berklee College of Music

  Jazz Performance & Studio Technology

• University of Maryland

  Business Management, Marketing, Economics

• Middle Tennessee State University (MTSU)

  Bachelors of Business Administration, Computer Information Systems

  1998 — 1999

Skills

• Cross-Functional Team Leadership
• Business Process
• Business Analysis
• Vendor Management
• Sharepoint
• Integration
• Customer Service
• Software Development
• Analysis
• Management
• Edi
• Requirements Analysis
• Customer Experience
• Healthcare Information Technology
• Distributed Team Management
• Process Improvement
• Customer Satisfaction
• Team Leadership
• Agile Methodologies
• Business Process Improvement
• Cross-Functional Problem Solving
• Business Intelligence