Mark Davis

About Mark Davis

As a customer experience executive, my passion is to help companies develop and implement the systems/processes/teams needed to consistently deliver a world-class customer experience that will minimize costs, while still providing a competitive market advantage. Along these lines, I’ve spent 15 years partnering with senior operations management and executive staff within companies to analyze problems, achieve shared goals, and translate support needs into actionable, efficient solutions.Throughout my career, I’ve had a reputation for bringing together cross-functional teams to solve big issues. Since 2008, I have led efforts to realize over $100 million in savings at T-Mobile by reducing the demand on our customer service organization. What’s more, I have been instrumental in helping the T-Mobile customer service organization win 11 coveted J.D. Power\'s Awards for customer satisfaction. I’ve done this through a consistent focus on the frontline and what will allow our support personnel to best service our customers and represent our brand. My management philosophy is one of \"Servitude Leadership\" and I believe this principle is embodied in every aspect of my team\'s efforts and results.I am open to all relevant conversations. You can contact me at m••••••••@outlook.com or call customer service; customer experience; technical care; tech care; leadership; director, senior director, vice president, coaching; development; wireless; change management; efficiencies; project leadership; projects; service automation; self-help; IVR; AI; integrated voice response system; methods and procedures; workforce management; resource planning

Experience

1. Head of North American Customer Service

   Genie

   Feb 2025 — Present · Bothell, WA, US

Education

• East Carolina University

  Bachelor of Science, Pre-law

Skills

• Call Center
• Vendor Management
• Customer Satisfaction
• Call Routing
• Contract Negotiation
• Social Networking
• Operational Efficiency
• Efficiency Improvement
• Financial Planning
• Staff Development
• Staff Retention
• Staff Planning
• Leadership Development
• Analytics
• Business Analysis
• Team Motivator
• Change Leadership
• Budgeting
• Budget Development
• Capital Budgeting
• Operational Planning
• Strategic Planning
• Visioning
• Visionary
• Cross-Functional Team Leadership
• Group Presentations
• Chat
• Forecasting
• Data Analysis
• Hiring
• Integration
• Knowledge Management
• Mentoring
• User Experience
• Wireless
• Incentives
• Call Center Development
• Process Improvement
• Process Development
• Crm Software