MARK S.

LATHAM
520 Waterview Trail  Alpharetta, Georgia 30022 Willing to Relocate  678-485-2498  Mark@MarkLatham.biz

Mission
Position as Vice President Global Support where a strong “culture focused” leader with more than 15+ years of experience in a highly engaged “customer first” support center can bring immediate value.

Summary
Created and directed day to day operations of a 500+ person Global Customer Support Operation supporting F1000 companies, employees, and customers. Continually planning and optimizing tactics to keep a “prevent vs. fix, fix, fix” culture was one of the most important things for maintaining a customer centric organization and creating new sources of revenue for our company.

Experience:
Global 24*7 Sites  Vision and Strategic Planning  Technical/End-User Support  Loyalty/Retention Capacity Planning  Relationship Building  Continuous Improvement  Workforce Management Global Customer Support  ITIL/ITSM  Root Cause Analysis  P&L Management Mentoring and Development  Team Leadership  Motivation  Performance Management

PROFESSIONAL EXPERIENCE
RHLsuccess, Inc.  Founder and President  Atlanta, Georgia  2008-Present Specializing in Global Customer Support Vision, Strategy, and Execution.
Major Contributions:  Designed and implemented a customer service strategy with a best of breed technology stack with multiple vendors to become the Technology Innovation Award winner in Atlanta.  Aligning business priorities and Customer Support needs by implementing Service Management including new service offerings, sales and marketing, pricing, testing, and other ITSM process and best practices. This resulted in a 200% increase in end user volume with no increase in costs. Supported more than 400 business applications both SAAS and client server. Trained and certified all Tier 1 and Tier 2 service desk professionals on industry best practices. Became the “trusted resource” for customers to buy support from and with strong contract skills 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  Atlanta, Georgia  1998-2008 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 and Operations initiatives to maximize business trends and competitive advantages as well as positive and profitable end user experiences.

MARK S. LATHAM  Page 2  Mark@MarkLatham.biz

Major Contributions:  Implemented and directed Global Support Operation with multiple facilities with 500+ professionals and 600+ supported applications.  Trained 100+ World Wide Support Directors from many F500 companies on how to implement Best Practices, ITIL, Budget, vendor management, and business cases in their operations. Attained strategic leadership in the Gartner Magic Quadrant. Increased Customer Service metrics for Fortune 50 customer by more than 40% including FCR, TCO, SSI, ATA, MTTR, CSI, and UP Time, with process improvement projects. With the acquisition of 3 companies in 24 months, I directed cross functional due diligence teams to then merge, add, and delete systems and processes to keep a unified support process rather than a fractured service for the end users. Re-signed Fortune 50 customer to additional 5 year contract with relationship building and great CSI scores. Increased first contact resolution (FCR)of Customer Support issues by more than 30% in six months using performance management techniques to increase skill base and credentials in customer service, performance standards, tools, and policies and procedures.

  

 

Vice President Customer Support (1998-2003) $20M budget
Directed all day-to-day operations for customer support in multiple global facilities. Major Contributions:  Directed all large implementations including first $100 million services contract, with IT, Operations, Sales, and delivery components.     Partnered with other Business Unit Leaders to create new services and technology to earn $150M contract. Improved gross margin from 19% to 35% by creating a results-driven, customer focused environment for delivering individual and organizational results. Integrated chat, email, phone, CRM, Password Management and Knowledge Management by implementing a successful vision and strategy to create an Enterprise Support System. Maintained successful operations with less than 5% turnover through multiple periods of hyper growth and cultural change company grew from zero to $40 million.

United Parcel Service Mahwah, New Jersey; Atlanta, Georgia; and Orlando, Florida (1987-1998) International package delivery company with $40 billion in annual sales. Titles including National, Regional, and District Customer Support Manger.
  Started the first Customer Support desk with incident management and root cause analysis. Created a National Customer Support model reducing costs and improving service levels.
EDUCATION Bachelor of Science in Computer Science, Minor in Marketing University of Central Florida  Orlando, Florida PROFESSIONAL DEVELOPMENT ITIL Foundations  CHDD  Six Sigma  Management Technologies  Sales  Consulting Core Process Redesign  TPS  Leadership  Industrial Engineering  Public Speaking

Sign up to vote on this title
UsefulNot useful