Mark Calabrese

About Mark Calabrese

I am a proven Global Customer Success and Turnaround Executive with extensive experience in customer success, strategic planning and execution, process improvement, and creating cultures of innovation. I am truly passionate about growing and transforming companies through the implementation of innovative strategies and practices to achieve revenue and EBITDA growth. GLOBAL C-LEVEL & EXECUTIVE ADVISOR: Developed and nurtured trusting relationships with more than 50 domestic and international clients (CFO, COO, and VP of Finance) with many of North America’s largest global law firms. Relied on the competency of my Project Managers. Worked with clients on time/on budget product implementations, operational excellence, customer communication, and world-class service delivery.STRATEGIC PLANNING & EXECUTION: Created and implemented a fully functional program management practice, improved quality from 74% to 90%, reduced costs by 40%, and implemented a 70+ project program that improved quality to 90%, surpassing the established goal.TURN-A-ROUND LEADERSHIP: Took over and turned around the project “in distress” – replacement of a legacy compensation system with agent incentive management (AiM) product from IBM\'s Varicent/ICM. Built trust and realigned roles/responsibilities among a 120-person team across three locations, three vendors, and multiple CNO teams. Significantly improved project planning and risk management metrics. CUSTOMER SUCCESS: Partnered with Sales and Marketing to set realistic client implementation goals and generate competitive quotes with a close rate of 95%+ over the last 9+ years on a $50M+ sales pipeline. Earned client relationship management rating of 95%+ YOY.REVENUE ANALYSIS, FORECASTING, & EBITDA GROWTH: Led P&L responsibilities for a $70M+ book of business for the leading enterprise business management solution that supports large law firm operations, including workflow, collaboration, reporting, analytics, and security. The primary focus was on maintaining realized revenue at or above the contract rate, as well as a minimum gross profit margin of 20%. Are you a forward-thinking company leader who understands the real value of Strategic Leadership? Would you benefit from having a proven, principle-based Global Transformation Executive help you and your company achieve your goals? My goal is to help you achieve yours…Let\'s Get Connected!Mark (31••••••83Email: m••••••••@gmail.com#opentowork

Experience

1. Chief Operating Officer

   Century Consulting Services

   Oct 2024 — Present

   Century Consulting Services is a leader in debt resolution and defense. Serving clients throughout the U.S, our mission is to help people see that debt-relief is possible and to help them navigate the many options that are available. Our team works to provide guidance and help, along with friendly and experienced customer service.As COO, I oversee Century operations, including client enrollments, creditor negotiations and litigation, client payments, program graduation and day to day client support. I also lead our operations team in process analytics, review and improvement on an ongoing basis.

Education

• The George Washington University

  Master's Certificate, IT Project Management

• Central Michigan University

  BA & BS, History & Political Science

Skills

• Enterprise Software
• IT Service Delivery
• Enterprise Architecture
• IT Management
• Business Intelligence
• Risk Management
• Team Management
• Management Consulting
• Project Planning
• Strategic Planning
• Agile Methodologies
• Management
• Team Building
• Business Analysis
• Training
• Sdlc
• Executive Management
• Disaster Recovery
• Business Strategy
• Customer Relationship Management (Crm)
• Consulting
• Contract Negotiation
• Start-Ups
• Quality Assurance
• Mergers & Acquisitions
• Pmo
• Pmp
• Leadership
• Business Process Improvement
• Outsourcing
• Saas
• Professional Services
• IT Strategy
• Business Development
• Cloud Computing
• Software Development
• Program Management
• IT Operations
• Project Delivery
• Crm