Mark Stier

Director, Customer Operations @Softchoice

CA

Met and exceeded current customer commitments to service their accounts (SLA’s etc) • Facilitated meetings with customers, Sales teams and cross functional teams to capture stakeholder feedback and input for refining tactics to meet customer-experience focused fulfillment objectives • Re-aligned operational metrics to emphasize great customer experiences • Executed on the customer operations strategy to ensure alignment with the overall corporate strategy • Work within cross functional leadership team to identify risks and implement a risk management strategies• Led a regional customer operations team to meet the organization\'s expectations for productivity, quality, and goal accomplishment by managing team performance to achieve established KPIs • Ongoing review of processes and systems employed by the regional team to ensure they fulfill the mission and the goals of the team efficiently and effectively • Established Regional team management and staffing structure for under customer operations on a continual basis as determined by current & future business needs and operational budget • Utilized performance management systems and techniques to promote excellence, achieve targets and engage team • Developed and guided team through major business transformation initiatives

Georgian College

Diploma, Liberal Arts and Sciences, General Studies and Humanities

Quantic School of Business and Technology

Executive MBA, Master of Business Administration

York University

Bachelor of Arts (B.A.), Psychology