Mark Herter
Odessa,FL
Summary
Results-driven Senior Compliance & Operations Supervisor leading regulatory compliance, A2P/10DLC messaging operations, cross-functional teams, and global service delivery. Customer Success management. Proven track record of optimizing compliance frameworks, driving multimillion-dollar revenue impact, and developing efficient operational processes across telecommunications, logistics, consulting, and technology. Bilingual English/Spanish with expertise in team leadership, carrier relations, process improvement, and enterprise-level compliance strategy. 10DLC Compliance and Customer Success.
Professional with strong background in operations management. Skilled in optimizing workflows, improving efficiency, and leading high-performing teams. Known for effective problem-solving and adaptability in dynamic environments. Strong focus on team collaboration and achieving measurable results. Proficient in inventory management, process improvement, and staff training.
Overview
19
19
years of professional experience
Work History
Senior SMS Compliance and Operations Supervisor
Syniverse Technologies
09.2022 - Current
- Ensured compliance with A2P messaging regulations, enhancing operational integrity.
- Evaluated team performance regularly, identifying improvement areas and development goals.
- Implemented compliance adjustments to adapt to evolving industry regulations
- Fostered interdepartmental communication, promoting collaboration and effective information sharing.
- Oversaw daily operations, maintaining adherence to company policies and industry standards.
- Facilitated communication between departments, fostering collaboration and information sharing.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
Account Manager
Ophthalmics
11.2020 - 08.2022
- Generated $600k weekly profit through strategic sales initiatives supporting company growth.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Client Manager Agent
Air Culinaire
Tampa, Florida
05.2020 - 11.2020
- Processed 50-100 inbound sales calls daily, enhancing customer satisfaction.
- Managed culinary orders for diverse global clients, ensuring timely delivery.
- Coordinated VIP concierge services, optimizing restaurant and airport pickup logistics.
- Facilitated high-value orders ranging from $150 to over $25,000.
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
CSR Lead, Warehouse, Logistics
XPO Logistics
07.2019 - 04.2020
- Handled escalated and dissatisfied customer issues with professionalism, resolving complaints efficiently and achieving positive outcomes through effective problem-solving and clear communication.
- Led customer service team in resolving complex issues, enhancing customer satisfaction and retention.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Streamlined service processes using CRM systems, increasing response time and productivity of team members.
- Mentored staff on conflict resolution techniques, fostering a collaborative work environment and reducing escalations.
Process Improvement Management Consultant
Howe International
12.2013 - 08.2019
- Enhanced processes by driving measurable improvements in operational efficiency, cost reduction, and overall performance through process optimization and data-driven recommendations.
- Resolved performance barriers through root cause analysis and process mapping.
- Developed and maintained databases for accurate reporting and trend analysis.
- Collaborated with Process Improvement Leaders to share best practices and strategies.
- Achieved cost reductions and increased profits through continuous improvement methods. Avg customer annual savings of $ 7M
Junior Management Consultant/Sales
Walter Wallace International
08.2006 - 11.2013
- Enhanced client productivity by assessing operational management with senior consultants.
- Delivered impactful SWOT analysis and presentations to facilitate strategic planning.
- Developed comprehensive business plans to enhance operational efficiency and profitability.
- Implemented performance metrics to assess project outcomes and improve service delivery models.
- Delivered tailored solutions for clients in various industries, addressing unique challenges and needs.
- Optimized resource allocation by identifying inefficiencies and implementing cost-saving measures.
Education
Bachelor's - Psychology
Suffolk University, College of Arts And Sciences
Boston, MASkills
- Operations management
- Process monitoring and improvement
- Customer Relationship Management
- Process improvement
- Training and mentoring
- Productivity management
- Cross-functional collaboration
- Consultative sales
- Customer advocacy
- CRM software expertise
- Performance metrics analysis
- Leadership and communication
Languages
Spanish - Fluent
Multilingual - Fluent
Timeline
Senior SMS Compliance and Operations Supervisor
Syniverse Technologies
09.2022 - Current
Account Manager
Ophthalmics
11.2020 - 08.2022
Client Manager Agent
Air Culinaire
05.2020 - 11.2020
CSR Lead, Warehouse, Logistics
XPO Logistics
07.2019 - 04.2020
Process Improvement Management Consultant
Howe International
12.2013 - 08.2019
Junior Management Consultant/Sales
Walter Wallace International
08.2006 - 11.2013
Bachelor's - Psychology
Suffolk University, College of Arts And Sciences