Mark Alpern

Summary

Results oriented Executive with extensive customer care, operations management and process improvement experience most notably in the Telecommunications, Financial Services and Business Process Outsourcing industries. Recognized as an innovative strategic and tactical planner with a verifiable track record of achieving, if not exceeding, results.

Expertise includes:

- Strategic Planning

- Budgeting and Forecasting

- Customer Service

- Operations Management

- Contact Center Management

- Sales & Marketing

- Strategic Account Management

- Process Improvement (Six Sigma)

Work History

Work History
2000 - Present

Academic Coach - Strategic Management, Information Technology Management

http://www.mba.athabascau.ca

Deliver Strategic Management and Information Technology Strategy courses in Athabasca University’s Masters of Business Administration program. In addition, supervise graduate student applied research projects in the fields of Strategic, Operations Managment and Information Technology Management, with special interest in effective contact centre operations.

Feb 2008 - Jul 2009

Executive Vice President

Teleperformance

Provide leadership in the development and execution of strategies to achieve corporate revenue and profitability targets for 7 Canadian contact centers with over 3000 employees. Day to day departmental responsibilities included Sales and Marketing, Contract Management, Operations Auditing, Project Management and Quality Assurance.

  • Led major business transformation initiative resulting in projected savings of $4.9 MM (17% reduction in OpEx) in 2008/2009 fiscal year from resource and non-resource based activities including: Service centralization, IT standardization, Supplier Contract renegotiations, reporting standardization and rationalization, automation and Role integration.
  • Partnered in exceeding 2008 company profitability targets by 5%.
  • Facilitated achievement of 2008 sales objective of $10 MM through acquisition of new logos (RFI/RFP process) and organic growth of $37 MM from existing clients in tough economic climate.
  • Successfully negotiated multi-year service agreements with new and existing clients (contract renewals) with annualized revenue projections of $55 MM. Contract renewals resulted in higher bill rates and more favorable terms for Teleperformance.
  • Developed and executed a strategy to decentralize and offshore the Quality Assurance function resulting in decreased departmental costs of 30% while maintaining monitoring standard and service quality.
2003 - 2008

Senior Vice President - Canada

ICT Group

Led the development and execution of customer service strategy for multiple clients across varying industries from 10 Canadian contact centers. Accountable for leading a team of over 3,500 employees towards superior achievement of client and customer satisfaction through effective management of call center operations, consistently driving improved performance, sales and retention results.

  • Consistent achievement of service targets for all client accounts, exceeding their expectations with value-added improvement in service quality, customer satisfaction, productivity and cost efficiency.
  • Partnered with co-sourced client to help them achieve JD Power award of excellence in customer satisfaction in the telecommunications market segment 3 years running
  • Led the site selection, build and startup of 3 inbound contact centres including the establishment of operations in the Province of Quebec to reach a larger bilingual employee market
  • Successful in transitioning customer care cost-oriented centres to hybrid sales and service profit-center.
  • Standardized business processes and practices across the Canadian division; improving performance visibility and operational effectiveness.
2000 - 2002

Vice President - Customer Care and Quality

Ceridian Canada Ltd.

Responsible for strategic planning, development, management, staff forecasting & training, and overall service delivery performance. Directed Customer Care and IT processes involving customer payroll implementation, scheduling & processing, sales, problem resolution, and customer relations across all market segments. Responsible for the development of Six Sigma quality programs designed to foster a quality-oriented culture and improved productivity and profitability.

  • As the executive sponsor and program director, led the planning, design and completion of a large-scale service reengineering project including the selection, project management, and implementation of Siebel Sales and Siebel Call Centre and associated business intelligence and analytics.
  • Conceived and implemented a new team-based customer service business model around the concept of “Think like a Customer”.
  • Reengineered the delivery of customer service to world-class standards with a focus on the People, Process and Technology.
  • Defined and benchmarked best practice service standards for 800 staff including front-line, second tier and Head Office personnel.
  • Introduced quarterly customer satisfaction surveys for customer lifecycle measurement.
1981 - 1999

Director, Customer Care

Responsible for the delivery of customer service and technical support to 350,000 British Columbia and Alberta business and residential customers. Lead a diverse team of managers, supervisors, business and process analysts, project managers, trainers and customer service personnel.

  • Built and managed two inbound/outbound customer service and technical support call centres (in house and outsourced).
  • Guided development and implementation of e-commerce and CRM systems including Remedy, IVR, fax-back and web-enabled applications.
  • CRM experience included leadership of RFP preparation, selection criteria definition, RFP response review and product selection recommendation (Remedy), formal presentations to executive sponsors and implementation.
  • Led team through two corporate mergers.

Education

Education
1996 - 1999

Master of Business Administration

Skills

Skills

Sales and Marketing

Process Improvement

Strategic Account Management

Contact Center Management

Operations Management

Budgeting and Forecasting

Strategic Planning

Customer Service