Mark Montgomery
Summary
Over 20 years customer service experience within General Motors
Ability to analyze and distill complex operational procedures and implement standardization
Organized, creative problem solver
Highly developed presentation and writing skills
Proven ability to work with executives, legal, privacy, management, peers, and contact center personnel
Overview
28
28
years of professional experience
Work History
Business Performance Lead
General Motors
01.2013 - 01.2023
Business Resource Center Program Manager
IBM at General Motors
01.2011 - 01.2013
Saginaw CARS Operations Site Manager
IBM at General Motors
01.2010 - 01.2011
Customer Assistance Center Program Manager
IBM at General Motors
01.2008 - 01.2010
Quality & Training Lead
EDS at Saturn
01.2002 - 01.2007
Inbound Specialist and Customer Area Manager
EDS at Saturn
01.2001 - 01.2002
Assistant Professor of Vocal and Choral Studies
Georgia Southwestern State University
01.1995 - 01.2000
Education
Awards Recognition
- 2019 Customer Experience Transformation Award for Takata airbag recall program
- 2017 CARS Transformation Award for Early Response Team
- 2012 IBM Outstanding Contributor Award (top 5% of the top 5%)
- 2012 IBM Outstanding Service Award
- 2011 IBM Outstanding Service Award
Relevant Experience Accomplishments
- Received annual rating of exceeds expectations for 7 years out of 9 as a GM employee
- Managed the GM contact center response to the Bolt battery recalls in 2020
- Managed BBB and state arbitration programs for General Motors, including process writing, workforce management, audits, financial and contract approvals and updates to General Motors materials related to these programs
- Managed General Motors Product Liability program within CARS, including contract and supplier management, workforce management and audits
- Managed GM’s Proactive Outreach and Goodwill teams from 2017 through June 2023
- Launched several priority programs for GM: Volt, Early Response, Proactive Customer Outreach, Voice of the Customer Survey, Priority Care, Executive Liaisons, and Vehicle Health Management teams, receiving an award for CARS transformation
- Instrumental in improving agent performance, enterprise efficiency and customer satisfaction/NPS ratings through the creation, development, and implementation of call handling processes for teams
- Collaborated with operations management to create strategic plans for continuous development of employees based on current business trends
- Worked with off-shore sites to improve customer handling skills through weekly call monitoring sessions with follow-up assessments as well as extended site visits
- Created and administered training methods for call structure, agent verbiage, caseload handling, empathy, customer escalations and course work related to inbound, outbound and email teams
- Proven ability to enhance employee performance through regular mentoring and coaching, one-on-one discussions, calibration meetings and setting work-related goals and objectives that raise participating agents’ monitoring scores to consistent target levels
- Assisted in administering Saturn transaction monitoring standards and coordinating them with COPC guidelines.
- Developed and executed assessment and hiring procedures for 125-seat contact center resulting in improved employee procurement and a decrease in attrition.
Timeline
Business Performance Lead
General Motors
01.2013 - 01.2023
Business Resource Center Program Manager
IBM at General Motors
01.2011 - 01.2013
Saginaw CARS Operations Site Manager
IBM at General Motors
01.2010 - 01.2011
Customer Assistance Center Program Manager
IBM at General Motors
01.2008 - 01.2010
Quality & Training Lead
EDS at Saturn
01.2002 - 01.2007
Inbound Specialist and Customer Area Manager
EDS at Saturn
01.2001 - 01.2002
Assistant Professor of Vocal and Choral Studies
Georgia Southwestern State University
01.1995 - 01.2000