Mark W Stanley

About Mark W Stanley

Innovative designer, gifted communicator, expert influencer, and determined self-starter with PMP & COPC certifications and a knack for inspiring others to see beyond what’s possible for profitable, efficient, engaging, and superb customer experiences and service. I simplify complex things. Business Acumen Keen understanding of verticals and business drivers that promise high impact without sacrificing time or efficiency, delivering outcomes quickly so as not to threaten bottom line.Communication & Presentation Experienced public speaker with niche insights into CX, consumer engagement, and digital potential, facilitating workshops and seminars to inspire executives into action.Thought Leadership Prolific writer with published works in both short and long form; gifted in translating high-level compound concepts into clear, concise, and actionable steps for maximum impact.Technology Well versed in leveraging technology for efficiency, connectivity, analysis, engagement, sales, and brand identity, exceeding client and consumer expectations. User Experience Influence CX projects by inspiring team members to think like the consumer, prioritizing the interaction between company and customer from initial exposure to brand loyalty.Creativity & Ideation Forward-thinker with knack for asking questions that spark ideas beyond what others deemed possible, consistently finding solutions that overcome challenges and limitations.Project Management Developed manager of projects and teams with decades of proven results, seamlessly serving as liaison between company and client to deliver extraordinary project outcomes.Collaboration & Consultation Leveraged expertise, analysis, and evaluation to partner with clients, senior executives, and technology resulting in profitable outcomes that satisfy all parties and stakeholders.Author of \"Experience Design for Customer Service: How To Go from Mediocre To Great!\"If you are trying to break through to your teams and management, this book will help greatly. Fast and compelling read that introduces tools to identify issues and get your organization moving (even across departments) to make your customers happier, while at the same time improving business value.because it\'s really hard for management to say \"no\" to saving money AND increasing customer loyalty! — Reviewer

Experience

1. Senior Industry Executive - Healthcare (Usa)

   Genesys

   Mar 2021 — Present · US

   Design customized experiences for clients that help them visualize the art of the possible and create materials they can use to socialize the vision including detailed TCO/ROI. Translate customer-specific business challenges for internal resources in order to develop products and tools, create a competitive business advantage and broaden the overall opportunity. Influence, articulate and customize global best principles, industry trends and benchmarks. Provide healthcare industry expertise to customers (external and internal) with thought leadership materials and presentations, product demos, business workshops, and strategic discussions to drive awareness and adoption of solutions. Maintain industry peer-to-peer relationships with customer leadership and key decision makers, other vendors, and strategic solution partners.

Education

• The College of Extraordinary Experiences

  Experience Designer Extraordinaire, Experience Design

• Loyola Marymount University

  Bachelor of Arts, History

Skills

• Consulting
• Analytics
• Business Strategy
• Service Delivery
• Telecommunications
• Experience Economy
• Process Improvement
• Outbound
• Strategic Partnerships
• Saas
• Social Media
• Training
• Management
• Management Consulting
• Business Process Improvement
• Go-to-Market Strategy
• Product Management
• Forecasting
• Pre-Sales
• Genesys
• Cti
• Strategic Planning
• Vendor Management
• Pmp
• Call Centers
• Benchmarking
• Leadership
• Inbound Marketing
• Risk Management
• Team Management
• Enterprise Software
• Call Center
• Solution Selling
• Operations Management
• Business Transformation
• Professional Services
• Contact Centers
• Business Process
• Integration
• Crm