Mark F. Carden
Dynamic Leader | Proven Track Record in Team Leadership, Change Implementation, and Target Achievement
- Role
- Sr Mgr, Customer Care Operations Project Mgmt at DIRECTV
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Mark F. Carden
I am a results-driven professional with a robust blend of analytical and leadership skills. My ability to organize and prioritize effectively allows me to drive results and exceed targets consistently. I thrive in environments that require creativity, collaboration, and consensus building, working seamlessly with all levels of management. With a proven track record of leading teams and implementing change, I am committed to achieving excellence and driving success in every endeavor.
Experience
Sr Mgr, Customer Care Operations Project Mgmt
Nov 2021 — Present · Atlanta, GA, US
Social Media Care Strategist and implementation of strategy. Collaborator in the DIRECTV social media collective- Led team to launch separate instance of Sprinklr for the DIRECTV Social Media Collective bringing a $3M savings to the business- Worked with Sprinklr to create a roadmap for Modern Care as it pertains to DIRECTV and social media care- Successfully launched Social Care into Reddit, Yelp Reviews, and App Store Reviews- Expanded cases generated key words to increase engagement on all social platforms- Launched Genesys application for social center of excellence- Established social care organic posting on social care handles along with the launch of DIRECTVHelp on Facebook- Managed several initiatives in 2024 that led to a return of $1.5M to the business. Two to call out are Social Care Triage and U-verse TV Forums migration- POC for social care in discussions around channel content delivery and product initiatives- Supports Social Governance and Community management.
Education
Rockhurst University
MBA
Bishop McNamara High School
High School Diploma with College Credits
Rockhurst University
BSBA
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