MARK S. LATHAM
520 Waterview Trail
Alpharetta, Georgia 30022678-485-2498
Vice President Global Support
where a strong
leader with more than15+ years of experience in a highly engaged
“customer first” support
bring ActiveNetwork immediate value
Created and directed day to day operations of a 500
+ person Global Customer SupportOperation
supporting F1000 companies, employees, and customers. Continually planning andoptimizing tactics to keep a
prevent vs. fix, fix, fix
was one of the most important things for maintaining a customer centric organization and creating new sources of revenue for our company.
Global 24*7 Sites
Vision and Strategic Planning
Workforce ManagementGlobal Customer Support
Root Cause Analysis
P&L ManagementMentoring and Development
Founder and President
Specializing in Global Customer Support Vision, Strategy, and Execution.
Designed and implemented a customer service strategy
with a best of breed technologystack with multiple vendors to become the Technology Innovation Award winner in Atlanta.
Aligning business priorities and Customer Support needs by implementing Service Managementincluding new service offerings, sales and marketing, pricing, testing, and other ITSM processand best practices. This resulted in a
200% increase in end user volume with no increase incosts
Supported more than 400 business applications
both SAAS and client server.
certified all Tier 1 and Tier 2
desk professionals on industry bestpractices.
ecame the “trusted resource” for customers
to buy support from and with strong contractskills closed the four largest deals in 12 months.
Decreased customer complaints by 90%
while building flexibility and cost leverage by
creating innovative “variable resource” model with volunteers.
STI Knowledge/Help Desk 2000
Provided outsourced global customer support services, customer service consulting, and customer service training for F1000 companies including companies such as CISCO, Citrix, IBM, and ALCOA.
Senior Vice President Global Customer Support/IT (2003-2008) $40M budget
Led all aspects of day to day global customer support and end user operations. Coordinated IT andOperations initiatives to maximize business trends and competitive advantages as well as positiveand profitable end user experiences.