Summary
Overview
Work History
Education
Skills
Awards
Volunteer Experience
Websites
Timeline
Generic

Mark Joyner

Chicago,IL

Summary

Experienced people manager with extensive experience in creating high performance teams. Skilled at developing structure in fluid environments. Adept at tailoring leadership approach to match the individual. Fostered positive team culture based on consensus building and accountability.

Overview

18
18
years of professional experience

Work History

Senior Divisional Sales Manager

Groupon
08.2020 - Current
  • Worked cross-functionally with sales operations to create a coverage model that utilized Groupon's global support network to unlock additional coverage support for the entirety of the U.S Merchant Development sales teams
  • Due to the needs of the business, quickly shifted the existing team's focus from project-based work to dedicated support in the creation of the Merchant Success team
  • Developed rules of engagement between Merchant Development and Merchant Success Directors by assigning specific support functions to Merchant Success, and sales functions to Merchant Development
  • Created scorecard to appropriately assess Merchant Success Directors' performance through a weighted score in 6 key categories - Service/Support Performance, MD Collaboration, Change Management, Merchant Journeys, Problem Solving, and Professional Acumen
  • During the transition to Merchant Success worked with internal stakeholders to create a formalized Merchant Success Director role - working with our compensation team, Human Resources team, Merchant Development team, and Sales Transformation Operations team in order to make sure the role was set up correctly and unique from the team's existing roles and responsibilities
  • Built training material and presented to impacted teams about the creation of this new position within Groupon
  • Onboarded new members of the Merchant Success team through recorded webinars, shadowing sessions, and one one-on-one training
  • Presented to new members of Merchant Development about the role and responsibilities of Merchant Success to ensure a smooth transition
  • Continued coaching and career development resulting in the promotion of 13 employees, including 2 to Divisional Sales Manager positions
  • Promoted to Senior Divisional Sales Manager in September 2021.

Divisional Sales Manager - Senior Account Management Team

Groupon
06.2019 - 08.2020
  • Promoted to manage the Senior Account Manager (SAM) and Groupon Plus (Card Linked Offers) teams
  • Cross-trained the SAM and Groupon Plus teams in the specifics of one another's roles, so as to diversify the teams' skillsets, and allow them to work as one team
  • Provided interview training in order to allow the team to be involved in the hiring process for Merchant Support representatives
  • Formalized escalation support to fall under the purview of the Senior Account Management team for the entirety of the Merchant Support Department, including de-escalation training sessions with Account Managers leading to a 65% reduction in escalations in 2019 and 2020
  • Uptrained two Senior Account Managers in data analysis so that they could provide detailed analysis of department performance on a weekly basis
  • Continually working with them on what information we wanted, and how to properly display it
  • Worked cross-functionally with Groupon's Booking teams to learn about the booking process, and train the SAM team on onboarding Groupon merchants onto Groupon's booking software
  • Assigned Senior Account Managers to new hires to act as mentors and assist with their onboarding into Groupon
  • Successfully ran the Merchant Support department (25-person headcount) when my boss was on paternity leave, working with leadership throughout the company to make sure SLAs were being met by Merchant Support, including increasing phone coverage to meet increased merchant needs during the pandemic.

Divisional Sales Manager - Merchant Support

Groupon
08.2015 - 06.2019
  • Onboarded and trained new hires into Groupon
  • Redesigned quality assurance program to optimize merchant experience through an updated call process, service-oriented call rubric, email audits, and coaching sessions
  • Created and maintained a dynamic phone schedule to provide optimal department-wide phone coverage for employees through the use of InContact
  • Trained employees in successful deal structuring via coaching and deal reviews
  • Provided customer service development to my team via call scoring, career development talks, and coaching sessions
  • Goal setting for account managers - created goals and monitored regular progress
  • Managed the top sales team in Merchant Services in 2016, 2017, and 2018
  • Consistently exceeded monthly goal by 150% and above
  • Grew and promoted 38 sales representatives, which has been the most in the sales organization during this time period
  • Developed and helped facilitate Merchant Support's transition from a purely service based team to a service-to-sale team
  • Triaged merchant escalations, and served as the liaison between Groupon's CEO and sales organization.

Merchant Development Manager

Groupon
06.2011 - 07.2015
  • Promoted 4 times over 4 years from Account Manager, to Account Manager II, to Strategic Account Manager, to Merchant Development Manager
  • Managed $33.5 million in account revenue in the Northeast marketplaces
  • Consistently exceeded monthly sales target of $260,000
  • Provided full service while upselling a variety of products and services to merchants
  • Assisted with the development of the Merchant Services department through multiple shadowing training experiences for new hires joining the Account Management team
  • Inaugural mentor in the Merchant Services Mentor Program
  • Recorded, ran, and produced the Merchant Preparation webinar to provide full preparation to merchants across the U.S and Canada via webcasting
  • Successfully helped launch the Groupon Reserve platform in New York City, Sacramento, Toronto, Dallas, San Antonio, Boston, and Chicago
  • Achieved the highest call quality scores in Dedicated Account Management.

Executive Assistant

French Art Network
New Orleans, LA
11.2007 - 11.2010
  • Worked on the day to day operations of a growing art company, including filing documents, point of sale transactions, and paperwork for clients
  • Assisted with the implementation of RFID art tracking service across multiple locations
  • Framed, wrapped, and hung artwork for multiple gallery locations
  • Trained administrative staff across multiple locations in Carmel California, Santa Fe New Mexico, and Key West Florida
  • Worked closely with the General Manager and owner of the company to provide quick and accurate information on multiple aspects of the company.

Intern

New Orleans Museum of Art
New Orleans
01.2007 - 05.2007
  • Proofread the exhibit book for the Femme Femme Femme exhibit as well as the wall labels
  • Provided assistance in the installation of the Femme Femme Femme exhibit (March 2007)
  • Moved artwork from lower level storage into a state of the art storage area above ground.

Administrative Assistant

Mignon Faget, Ltd.
New Orleans, LA
05.2007
  • Read legal documents to determine the viability of getting copyrights on designs in the Mignon Faget catalogue
  • Filed Copyrights
  • Organized various departments files including CEO/Designer Mignon Faget
  • Shot photographs of designs in the collection
  • Provided assistance during inventory (paperwork, counting).

Education

Bachelor of Arts - Art History/History

Tulane University
New Orleans, LA
05.2007

Bachelor of Arts - Art History/History

University of Washington
Seattle, WA

Skills

  • MICROSOFT OFFICE
  • MICROSOFT EXCEL
  • FILEMAKER PRO
  • SALESFORCECOM
  • INCONTACT
  • NICE IEX
  • ASANA
  • Sales Reporting
  • New Hire Onboarding
  • Strategic Planning
  • Operations Management
  • Contract Management
  • Account Management
  • Customer Service
  • Interdepartmental Collaboration
  • Rapport and Relationship Building
  • Multidisciplinary Team Leadership
  • Full-Cycle Sales Process
  • Decision-Making
  • Operating Procedures and Policies
  • Relationship Building
  • Goal Setting and Achievement
  • Sales Process
  • Staff Training and Development
  • Change Management
  • Service-Driven Sales
  • Team Recruiting and Onboarding
  • Employee Retention

Awards

Presidents Club, Groupon Presidents Club, Groupon

Volunteer Experience

  • Tutoring Chicago, Tutor, Current
  • Hope Academy, Tutoring Chicago, Vice President of the Tutoring Associate Board
  • Tutoring Chicago, President of the Tutoring Associate Board, Current

Timeline

Senior Divisional Sales Manager

Groupon
08.2020 - Current

Divisional Sales Manager - Senior Account Management Team

Groupon
06.2019 - 08.2020

Divisional Sales Manager - Merchant Support

Groupon
08.2015 - 06.2019

Merchant Development Manager

Groupon
06.2011 - 07.2015

Executive Assistant

French Art Network
11.2007 - 11.2010

Administrative Assistant

Mignon Faget, Ltd.
05.2007

Intern

New Orleans Museum of Art
01.2007 - 05.2007

Bachelor of Arts - Art History/History

Tulane University

Bachelor of Arts - Art History/History

University of Washington
Mark Joyner