Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Mark Montgomery

Mark Montgomery

Director of Operations
Omaha,Nebraska

Summary

Results-driven professional with proven track record in driving growth and operational excellence in Customer Experience and BPO environments. Adept at strategic planning, project management, and leveraging data to inform decisions. Strong focus on fostering team collaboration and adapting to changing business needs. Highly skilled in leadership, communication, and delivering impactful results.

Overview

11
11
years of professional experience

Work History

Senior Director of US Operations

Ubiquity
01.2019 - 12.2024
  • Championed US operations, driving strategic site expansions that resulted in substantial growth in market presence and profitability.
  • Provided enterprise-wide leadership to national contact center managers, fostering a high-performing, inclusive, and empowered team culture.
  • Implemented data-driven strategies, improving call center efficiency and service delivery.
  • Launched the Mission, TX site, enhancing regional capabilities and market reach.
  • Designed and deployed training programs for site managers, boosting operational efficiency by 15% and leading to continuous improvement month over month.
  • Consistently achieved performance goals through strategic transformation of client programs resulting in a 92% KPI achievement rate.
  • Proven track record in large-scale transformation, cultural change, and delivering measurable impact in customer experience, operational excellence, and leading high-performing teams.
  • Galvanized a culture of open communication and teamwork, which resulted in enhanced employee engagement and a “Great Place to Work” status in 2023 - 2024.
  • Utilized advanced analytics to refine call center workflows, leading to measurable improvements in customer satisfaction and service efficiency.
  • Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
  • Grew talent pool by actively recruiting top-tier candidates from diverse backgrounds while implementing robust training programs for skill development across all levels of staff members.

Site Operations Director

Servicom
05.2018 - 12.2018
  • Directed site operations to achieve outbound sales targets in less than 90 days, enhancing client satisfaction and retention.
  • Guided managers in meeting KPIs and revenue goals, resulting in substantial operational success.
  • Utilized data analytics to streamline processes, remarkably enhancing efficiency and effectiveness.
  • Transformed an underperforming site, significantly contributing to overall company performance.
  • Crafted and instituted comprehensive performance strategies, aligning site objectives with corporate goals to drive sustained growth.
  • Managed budgets and resources, leading to cost-effective operations without compromising quality.

Senior Director of Operations

Direct Patient Logistics
05.2016 - 12.2017
  • Directed operations for a 200-seat medical transfer center, enhancing productivity and ensuring seamless service delivery.
  • Oversaw the implementation of advanced telephony and workforce management systems, modernizing processes and significantly improving client interaction.
  • Authored and exemplified company values, cultivating a positive operational culture that encouraged employee growth and satisfaction.
  • Applied Six Sigma methodologies to identify operational inefficiencies, leading to targeted action plans that strengthened service quality.
  • Optimized operational workflows to enhance efficiency, resulting in noticeable uplifts in service delivery and client satisfaction.
  • Monitored budget and utilized operational resources.
  • Led change management efforts to successfully implement new technologies and systems across the organization.
  • Ensured compliance with industry regulations and company policies through rigorous audits and evaluations.
  • Increased employee engagement by promoting a positive work environment that valued communication, teamwork, and recognition of achievements.

Site Director

Alorica
05.2014 - 12.2015
  • Spearheaded the launch of a 600-seat international site, enhancing operational efficiency and achieving client satisfaction through streamlined processes.
  • Fostered a culture of teamwork by mentoring managers, which strengthened leadership capabilities and improved overall team performance.
  • Optimized budget management by analyzing P&L reports, leading to substantial gains in site profitability performance.
  • Coordinated recruitment and retention strategies, successfully attracting top talent and elevating employee satisfaction metrics.
  • Implemented data-driven approaches to enhance recruitment processes, resulting in significant improvements in employee engagement and productivity.
  • Built cross-boundary partnerships to align operations with enterprise priorities.
  • Ensured contact center performance met regional goals and evolved with organizational needs.

Education

Bachelor of Science - Business Management

University of Phoenix
Colorado Springs, CO
05.2007

Skills

  • Technical Skills: Microsoft Office Suite, Five9, Nice, Talk Desk, Avaya, Zendesk, Genesys, Salesforce, HubSpot
  • Soft Skills: Culture transformation, Team management, Key performance indicators, Team building and motivation, Verbal and written communication, Decision-making, Client relations, Analytical thinking, Stakeholder engagement, Team collaboration

Timeline

Senior Director of US Operations

Ubiquity
01.2019 - 12.2024

Site Operations Director

Servicom
05.2018 - 12.2018

Senior Director of Operations

Direct Patient Logistics
05.2016 - 12.2017

Site Director

Alorica
05.2014 - 12.2015

Bachelor of Science - Business Management

University of Phoenix

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