Mark Morrell
Summary
Accomplished executive leader with excellent employee development, customer service and analytics skills coupled with many years of experience. Comfortable giving engaging trainings and presentations. Excellent team builder and leader of initiatives.
Passionate about applying excellent organization and communication skills to hire, retain, manage and lead teams. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Persistent leader eager to lead and grow organizations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Vice President of People and Employee Development
ERC Specialists
08.2022 - 12.2023
- Created Corporate Vision and Values and implemented intentional employee culture
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Spearheaded the creation of performance evaluation processes, leadership training programs, and attendance policies to drive organizational excellence
- Implemented an executive quarterly strategic meeting framework ensuring alignment across all departments
- Developed hiring criteria ensuring solid cultural and skillset fit
- Instrumental in hiring, training, and onboarding 150 new employees within 6 months, developing comprehensive training programs for seamless integration
- Increased employee morale by 30% through an employee recognition program
- Introduced an anonymous employee feedback tool, enabling weekly executive reviews and actionable improvements.
Vice President of Customer Experience and Operations
ERC Specialists
12.2021 - 08.2022
- Structured entire customer experience framework
- Hired and trained 50 employees in first 3 months
- Developed customer-centric initiatives including KPIs focused on exceptional service and customer satisfaction, contributing to over $1 billion in revenue in two years
- Pioneered customer service enhancements such as email templates and scripts for effective communication
- Identified scalability and productivity improvements, increasing call volumes and team performance
- Implemented structural changes, establishing specialized teams for enhanced organizational effectiveness
- Collaborated with cross-functional teams to develop and execute change management processes, fostering a solutions-oriented culture.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Director of Customer Service and Support Engineering - Office of IT, Brigham Young University
Brigham Young University
06.2016 - 12.2021
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Directed all front-end customer service support system operations and major incident management for the university's office of IT
- Managed a team of 6 full-time managers and 120 student employees, restructuring leadership for enhanced efficiency
- Reduced student employee budget spending by 40% through team restructuring
- Propelled customer satisfaction ratings by developing and implementing a new customer service plan
- Increased mean time to competency for new hires by 3 months through innovative onboarding and training programs
- Reduced turnover through an employee engagement plan and introduced the "Idea Factory" for fast-tracking impactful ideas.
- Facilitated cross-functional collaboration for improved decision making processes within the organization.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Utah Jazz Luxury Suite / VIP Services Manager
Utah Jazz
01.2014 - 05.2016
- Managed client onboarding, retention, and contract execution for a professional basketball organization
- Increased department profitability by 36% in one year with a new customer service plan
- Transformed department culture to foster open feedback and high employee satisfaction
- Developed and performed new training programs for Suite Level and Club employees in collaboration with HR
- Reduced turnover through improved client touchpoints and onboarding processes
- Managed daily operations, ensuring exceptional premium experiences during events.
- Resolved issues quickly, maintaining a strong reputation for excellent customer care among VIP guests.
- Monitored staff performance regularly, providing constructive feedback for continuous improvement in their roles.
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
- Streamlined communication between departments, ensuring seamless coordination of VIP guest experiences.
- Conducted regular competitor analysis to maintain an edge in the market for luxury hotel amenities and services offered to VIPs.
- Enhanced guest satisfaction by implementing personalized services and attending to VIP needs promptly.
- Continually reviewed and updated VIP service offerings, ensuring alignment with industry trends and client preferences.
CEO and Operations Manager
Wrights Pool Service LLC
01.2010 - 01.2014
- Oversaw all financial and operational aspects of a small family business
- Implemented new customer service and marketing plans, increasing profitability
- Reduced spending while maintaining service quality, acquiring expertise in chemistry, plumbing, and mechanical repairs.
- Achieved company growth by implementing strategic plans and streamlining operations.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Fostered strong relationships with industry partners to expand business opportunities.
- Drove profitability with thorough financial analysis and strategic decision making.
Guest Services Manager, Disneyland Resort Anaheim CA
Disneyland Resort
04.2008 - 01.2010
- Managed daily operations of two departments, including hiring, training, and coaching employees
- Promoted immediately following an internship to manage operations
- Developed a Guest Interaction Program, creating "magical moments" for Guests
- Maintained partnerships with all hotel departments, supporting their operational needs
- Resolved Guest concerns innovatively, receiving positive feedback
- Spearheaded a new-hire training program for consistent and effective training of Cast Members.
- Supervised a team of Cast Members, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
Disneyland Hotel Front Desk Professional Internship
Disneyland Resort
01.2008 - 04.2008
- Oversaw Hotel Front Desk operations and developed cultural training, resulting in higher Guest and Employee satisfaction
- Completed Disney Leadership Development Course with high honors, selected as a speaker for future trainees.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Education
Bachelor of Science - Communications
Brigham Young University - Idaho
Rexburg, ID04.2007
Skills
- Team Leadership
- Relationship Building
- Critical Thinking
- Coaching and Mentoring
- Complex Problem-Solving
- Strategic Planning
- Customer Service
- Process Improvement
- Training and mentoring
- Performance monitoring
- Partnerships and Affiliations
- Recruiting and Hiring
Certification
ITIL4
Timeline
Vice President of People and Employee Development
ERC Specialists
08.2022 - 12.2023
Vice President of Customer Experience and Operations
ERC Specialists
12.2021 - 08.2022
Director of Customer Service and Support Engineering - Office of IT, Brigham Young University
Brigham Young University
06.2016 - 12.2021
Utah Jazz Luxury Suite / VIP Services Manager
Utah Jazz
01.2014 - 05.2016
CEO and Operations Manager
Wrights Pool Service LLC
01.2010 - 01.2014
Guest Services Manager, Disneyland Resort Anaheim CA
Disneyland Resort
04.2008 - 01.2010
Disneyland Hotel Front Desk Professional Internship
Disneyland Resort
01.2008 - 04.2008
Bachelor of Science - Communications
Brigham Young University - Idaho