MARK D.
USA Citizen currently in Philippines Mid-Level Business Development Manager
Actively lookingNew to PlatformAbout
Mark D., a seasoned leader in the call center and business outsourcing sectors, has demonstrated remarkable proficiency in driving operational excellence and profitability. With a history of effectively managing both domestic and offshore centers, he has successfully led teams to surpass growth targets, notably achieving $1.6 billion in loan volume at a 850-seat site within 18 months. As a former CEO and Site Director, Mark's expertise extends across multi-site operations management, enhancing training programs, and streamlining business processes for improved customer satisfaction. His strategic initiatives in sales training, regulatory compliance, and customer service have consistently resulted in increased margins and retention rates. Furthermore, his role in implementing SEO and social media strategies showcases his adaptability in integrating modern digital marketing techniques to expand business reach.
Experience
Department Manager
True Logic Online Solutions · 2013 — 2014Managed existing and new business, achieving a high success rate on page 1 rankings through website analysis and keyword research. Closed onboarding for over 170 new end users and executed numerous ramp-up campaigns. Retained clients through training in sales and customer service and managed escalated calls.Corporate Officer / President
H.E.A.L. | LRS LOAN REDUCTION SERVICES · 2006 — 2008Provided leadership for the Federal Loan Division with domestic and offshore teams. Developed and implemented training modules for new Customer Service Representatives. Achieved significant increases in profit margins and sales volume while overseeing marketing strategies and workflow processes.CEO, Sales Director, National Sales Manager
ALL CALLS 4 BUSINESS · 2007 — PresentWorked in a virtual position providing support for multiple clients. Managed sales training, marketing, and overall sales performance for clients including Global Axxess, Global Empire, Trackimo, and True Logic. Set up and trained sales and customer service teams for both voice and chat support. Oversaw multi-site operations, held full P&L responsibility, and developed training programs.CEO / Senior Executive VP of Offshore BPO Sites
FEDERAL ASSOCIATION OF FINANCIAL SERVICES · 2002 — 2006Managed a large staff across domestic and offshore call centers, established corporate departments, and developed comprehensive HR and customer service policies. Played a key role in generating substantial loan volume and optimizing service quality through effective policy implementation.Sales and Shift Manager
COLLEGIATE FUNDING SERVICES · 2000 — 2001Oversaw operations and sales functions, directly leading a team of supervisors. Created sales training materials to enhance staff efficiency and sales volume. Addressed escalated calls and achieved significant federal loan volume while exceeding growth targets.
Skills & Expertise
Education
- MBA DegreeVarious Schools including: Northern Essex College
- Business Management CourseworkDale Carnegie
- Business Management CourseworkPacifica Institute
- Business Management Courseworkvarious others
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