Mark Howder
Contact Center | Call Center | Business Operations Leader | 25 million P&L | 600 FTE multi-site including International | Workforce Management | AI Integration | Process Optimization | U.S. Army Airborne- Veteran
- Role
- Senior Manager at Cardinal Health
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Mark Howder
I’m a customer service and operations leader with over 15 years of experience building…
Experience
Senior Manager
Apr 2024 — Present
Provided management oversight and leadership direction for $56-billion-dollar specialty drug distribution through contact administration, customer orders, and problem resolution, managing remote team, including an international with a P&L.• Streamlined processes and increased management oversight by moving all interactions into Salesforce.• Improved all KPI performance into contractual and business plan ranges by focusing on both agent behaviors and leadership oversight and reporting.• Key leader on team that integrated AI solutions into Salesforce agent workflows resulting in a transaction time reduction of two minutes per transaction.
Education
California State University-Sacramento
BA
Skills
- Business Process Improvement
- Mentoring
- Problem Solving
- Operations Management
- Program Management
- Veterans
- Team Leadership
- Project Management
- Customer Service
- Crm
- Budgeting
- Customer Experience
- Human Resources
- Customer Satisfaction
- Training
- Public Speaking
- Leadership
- Team Building
- Management
- Strategy
- Budgets
- Account Management
- Change Management
- Call Center
- Organizational Development
- Coaching
- Quality Assurance
- Microsoft Office
- Sales
- Pharmaceuticals
- Leadership Development
- Call Centers
- Process Improvement
- Cross-Functional Team Leadership
- Strategic Planning
- Employee Relations
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