Mark Gallagher

Experience

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  The Vanguard Group

  Nov 1985 - Nov 2007

  Customer Service and Support Management

  Training Manager: Oversee the delivery of prepared training materials to Phone and Operational staff within the Small Business Services Division.• Developed training staff responsible for providing internal crew with technical and retirement plan knowledge.• Managed team and process workflows for the Information Center intranet specific to communicating related news and procedures.• Evaluated business unit trainers to ensure development towards company certification program.• Collaboratively work with internal partners to address business unit training needs and develop learning programs.Business Project Coordinator: Project Manager for the timely and accurate delivery of technology projects for various departments.• Led delivery of strategic and business unit initiatives from requirement gathering to implementation stages. • Responsible for the documentation and project scheduling for various corporate initiatives. • Provided reports and executive sponsor presentations throughout lifecycle of projects. • Cultivated relationships across business segments (technology, operations, legal, and compliance).Supervisor Client Acceptance Testing. Provide direction and development for teams within the technology testing departments. Ensure successful test case development and execution for various projects.• Prepared, coordinated and monitored operation test plans to ensure project milestones achieved. This included legacy, database and .com applications. Collaborated with site developers for content changes for multiple Vanguard.com departments.• Utilized testing methodologies to deliver quarterly system elevations of new IT code. Validation of system, client usability, and business requirements was essential to the success of the projects.• Facilitated test case review sessions and Requirement Traceability Matrix (RTM) meetings with business and IT associates. Show less

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  NutraMetrix Advanced Nutraceuticals

  Jun 2006 - Dec 2009

  NutraMetrix Consultant

  Provide Health Professionals with customized wellness solutions for their practice.Provide on site support for implementation, training, education and wellness overviews at no additional cost. Provide customized nutraMetrix web portal to serve patients and clients with access to Health Professionals services.

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  Iron Mountain

  Apr 2009 - Dec 2021

  Directed the merger of 2 independent teams (Retention / Terminations) into one group to improve both the customer and agent experience with transactional processing.• Established new workstreams, reducing handoffs, escalations, and redundant customer conversations. • Served as a key North American contributor on developing global termination workflows. Supported existing and future process mapping, identified roadblocks, redundant handoffs, documented SOPs, testing, and Terminations / Collections reporting in Salesforce.• Introduced a Customer Loyalty and Support Playbook, instilling accountability and focus towards KPIs in 2020.  Decreased first customer contact from 10 days to 48 hours, improving team task SLA from 68% in August to 80% in December, amongst a 20% reduction in staffing hours available due to Covid mandates.  Drove success via training sessions, weekly accountability reviews, Supervisor's accountability, and daily focus reports.• Leveraged a working knowledge of Salesforce to drive better workflow processes. • Optimized customer engagements by shifting to a phone channel versus email process, increasing outbound phone calls from 500 to 2000 per month, and eliminating first contact via the email channel.  Reduced Agents' email volume by 48% and unread emails by 40% from January to April 2021. • Achieved annual saved revenue of $1M from January to April 2021 | $2.5M in 2020 | $3.5M in 2019, delivery quality products and services mitigating loss of customers.• Designed latest content modules for the Records Management Termination training, created training syllabus, facilitated five virtual learning sessions (120-hours per session), and captured agent development feedback.  Coordinated the documentation and repository storage of training materials and standard operating procedures (SOPs) on the CLAS Operations Site. Show less Provided oversight for the team to handle the logistical processing for terminating customers.• Streamlined workflow processing and reinforced Salesforce Dashboard management and reporting.• Co-chaired the Employee Recognition Program to award 3 agents monthly for excellent achievements, nominating reviews, selecting / communicating award winners, and allocating prize awards. • Formalized a dedicated team that handled larger terminations, averaging 20 customers with 1M boxes of inventory. • Decreased stalled customer requests by 125 requests per month using Salesforce reporting and dashboard management to identify agent workload opportunities and implement process improvement strategies. Show less Aligned / allocated staffing to support dedicated High Net Worth (HNW) customers with specialized processing needs.• Conducted account reviews and redirected (60 hours or 1.5FTE) of non-specialized services being performed, ensuring proper relationship building and service metrics were achieved.• Motivated, coached, inspired agents to exceed expectations for 120 dedicated clients each with an annual spend of $500K. Created accountability and fostered teamwork ensuring timely cadence, communication, and support. • Implemented scorecard metric reporting, empowering agents to exceed targets and deliver 93.8% SLA and quality evaluations of 98.7%, both above 80% targets.• Partnered with Sales and Account Managers to reduce aged receivables collections efforts for those HNW customers receiving specialized service, securing $6.5M in aged receivables for Q4 2015 Show less Led the termination team that managed the logistical processing of customers looking to close their accounts.• Maintained 1.25% -1.5% quarterly revenue concessions against termination costs consistently, driving results that were lower than the goal of a 4% ceiling.• Increased agent new case assignments by 30 new cases, improved morale, agent accountability and increased customer satisfaction through the implementation of a self-provisioning workflow changes in Salesforce.• Functioned as an SME for Salesforce development changes to create case queues, dashboards, task SLA metrics, and agent reporting Show less Drove successful New Customer On-boarding program to create great first impression and client satisfaction. • Reduced first customer contact from 5 days to 2 days via operational workflow changes and Salesforce Dashboards. • Exceeded customer satisfaction survey target of 65% with the team achieving 73% based on Walker Information results. • Spearheaded the Pre-Paid Shred credit card process into the department, reducing processing time by 50% by using existing workflows. Show less

  • Customer Service Manager

    Feb 2019 - Dec 2021

  • Customer Service Supervisor

    Oct 2017 - Feb 2019

  • Client Services Management

    May 2015 - Oct 2017

  • Customer Programs Management

    Mar 2013 - May 2015

  • Customer Care Supervisor

    Jul 2010 - Mar 2013

  • Customer Care Associate-Enterprise Support

    Apr 2009 - Jul 2010
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  Iron Mountain

  Oct 2022 - now

  Solutions Architect - Secure Destruction

  Providing strategic shred guidance to Commercial Sales teams regarding strategy, compliance or irregular solutions for our secure destruction programs.Subject matter shred resource available to support large revenue opportunities, multi-location programs, complex deal support for global and top vertical shred opportunities.Strategic solutions programs: Paper, Plastics, ESG Sustainability Goals, Molecular Recycling (pill bottles, sterilization / blue wrap, pharmacy stock bottles) Circular Economy.Liaison providing overviews, workflows, technical knowledge between Operational and Sales partners. Show less