Executive Director Client Services
MetTel is a leading global provider of customized, integrated and managed communications solutions for enterprise customers. By converging all communications over a proprietary network, MetTel enables enterprise companies to easily deploy and manage technology-driven voice, data, wireless and cloud solutions globally. With one of the most comprehensive offerings, the highest quality customer care and project management and the ability to help manage, maintain and secure your communications needs, our portfolio of customer-centric solutions boosts enterprise productivity, reduces costs and simplifies operations. Combining customized and managed communication solutions with a powerful platform of cloud-based software, the company's MetTel Portal enables customers to manage their inventory, usage, spend and repairs from one simple, user friendly interface. MetTel was founded in 1996 and is headquartered in New York City.
Experienced Operations Executive presently overseeing global landscape of client facing day to day operations within a $500M+ annualized revenue base in the telephony space. Keen focus on ensuring best in class service is provided via a developed mesh of ITIL SLA based operational practices, active integration of client NPS awareness, targeted personnel development recognizing the direct influences these, and other key variables, play on the organizations ongoing revenue retention and build opportunities. The organization and my overall responsibilities include but are not limited to: • Lead architect and project manager for integration of natural language artificial intelligence engine into for the customer support operation. • Oversee 7X24X365 Call Center operations. • Head portfolio management team who provides direct oversight of client interaction of $300M+ annualized revenue. • Established and manage care CSAT (Client SATisfaction) program directly recognizing and remediating low CSAT/NPS scores when recognized. • Member of organizations Brand Strategy Group. • Developed and deployed HR evaluation system utilized in staff reviews and recognition programs • Primary systems development technical lead for the client services organization • Active participant in client QBR’s when/where needed
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