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Mark Riddlesworth
Contact Center Executive Customer Service - CX - Innovation - Client Management - P&L - Strategy - Vendor Outsourcing - Optimization - Back Office - Thought Leader - Virtual Teams
Professional Background
Mark Riddlesworth is a seasoned contact center executive with a robust and illustrious career spanning nearly two decades. With a strategic focus on enhancing customer experience, he has successfully led teams of over 4,000 full-time employees at various Fortune 50 companies. Mark’s extensive expertise in operational management, customer service, and vendor management has earned him a stellar reputation in the contact center industry, marked by his achievement in being recognized as the 2017 top-ranked contact center executive in North America by BenchmarkPortal, LLC.
Mark's guiding principle, "making the complex simple," reflects his ability to distill intricate processes into straightforward strategies that harmonize team efforts towards common goals. His role as a global vendor management leader showcases his dedication to maintaining high standards of excellence, which effectively facilitates partner success and drives mutual growth. His strong interpersonal skills enable him to build trust and credibility across all levels of organizations, including staff, clients, and key stakeholders.
Throughout his career, Mark has cultivated a passion for unleashing the potential of his team members, empowering them to realize their best work. His strategic vision and commitment to customer-centric operations have resulted in notable achievements, including transformative service models and substantial improvements in employee engagement and attrition rates.
Education and Achievements
Mark Riddlesworth pursued Executive Education in Business Management and Human Centered Design at the Stanford University Graduate School of Business in 2017. This education has equipped him with advanced skills and insights that further enhance his capability to lead effectively in diverse and complex organizational environments.
His professional accomplishments speak volumes about his expertise within the contact center space. Mark has achieved an industry-leading employee engagement score of 84% and an attrition rate that stands at 21%. These metrics underscore his ability to create a positive work environment and retain top talent—a vital aspect of achieving success in high-stakes operational frameworks. Moreover, he has driven notable improvements in Net Promoter Score (NPS) with a remarkable increase exceeding ten points, indicative of enhanced customer loyalty and satisfaction.
Additionally, Mark has played a pivotal role in startup initiatives and turnaround projects that have resulted in contact rate reductions and booked savings of $10 million. His skill set is comprehensive and includes, but is not limited to, customer experience (CX) enhancement, organizational management, global vendor outsourcing, revenue, sales, and profit optimization, client management and retention, and back-office functionality.
Achievements
Mark's professional journey is laden with significant achievements that highlight his expertise in the contact center domain:
- Service Model Transformations: Successfully transformed service delivery models to improve efficiency and customer satisfaction.
- Employee Engagement & Attrition: Maintained an outstanding employee engagement rate of 84% and reduced attrition to 21%, fostering a committed workforce.
- NPS Improvement: Achieved a remarkable improvement in NPS by over ten points, reflecting significant advancements in customer loyalty.
- Startup and Turnaround Expertise: Demonstrated adaptability and strategic foresight by leading successful startup initiatives and turnaround projects.
- Cost Savings: Achieved contact rate reductions that resulted in $10 million in booked savings, underscoring his commitment to operational efficiency and financial prudence.
Skills and Competencies
Mark is distinguished by a wide array of skills and competencies that are essential for leadership in the contact center space:
- Customer Experience (CX) Enhancement: Expertise in developing and executing strategies that significantly enhance customer experience across channels.
- Organizational Management: Strong ability to manage large teams effectively with a focus on achieving operational excellence.
- Global Vendor Outsourcing / BPO: Skilled in vendor management to maximize partner success and operational outcomes.
- Revenue, Sales, and Profit Optimization: Significant experience in driving revenue growth and optimizing profit margins through strategic initiatives.
- Client Management and Retention: Proven ability to build strong relationships with clients, ensuring high retention rates through exceptional service delivery.
- Back Office and Fulfillment: In-depth knowledge of optimizing back-office processes to support customer service actions and enhance efficiency.
- Digital and Omnichannel Excellence: Proficient in managing multiple communication channels, including voice, chat, SMS, social media, and more to provide a seamless customer experience.
- CRM Proficiency: Familiarity with industry-standard CRM tools such as PEGA, Salesforce, and Genesys, facilitating effective customer relationship management.
- Workforce Management: Expertise in workforce management practices, including forecasting, planning, and short- and long-range strategy formulation.
- Quality Assurance Programs: Knowledge in establishing quality assurance programs that focus on customer satisfaction metrics such as NPS and CSAT.
- Program Management: Adept at managing programs that support organizational goals and enhance operational performance.
- Agile Framework, Six Sigma, and Lean: Skilled in utilizing agile methodologies, along with Six Sigma and Lean principles, to promote efficiency and continuous improvement.
Mark Riddlesworth is passionate about the potential for enhancing customer experience and operational effectiveness within contact center environments. His extensive experience, leadership capabilities, and commitment to excellence render him an invaluable asset to any organization aiming to elevate their service delivery and customer satisfaction levels. For leadership opportunities in the realms of VP, Director, or Consulting, Mark welcomes inquiries and can be reached at 813-418-1194.
tags':['Contact Center Executive','Customer Experience','Vendor Management','Operational Management','Employee Engagement','NPS Improvement','BPO Solutions','CRM Expertise','Agile Management','Leadership Development'],
questions':['How did Mark Riddlesworth achieve a top ranking among contact center executives in North America in 2017?','What specific strategies did Mark employ to enhance employee engagement to 84%?','In what ways did Mark Riddlesworth drive NPS improvements during his tenure at various organizations?','Can you elaborate on the service model transformations that Mark implemented?','How does Mark Riddlesworth utilize his education from Stanford University in his current role?','What successes did Mark experience regarding startup and turnaround operations in the contact center industry?','How has Mark influenced vendor management practices to ensure high standards of excellence?','In what manner does Mark Riddlesworth empower others to achieve their best work?']},
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