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Mark Witzany

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Hi, I'm Mark Witzany. Welcome to my profile!

Mark Witzany's Bio:

Mark Witzany's Experience:

• Sr. Director, Operations & CSAT at Thomson Reuters

  July 2006 - March 2010

  Customer operations and project management executive. Proven ability to improve customer experience, grow revenue, implement new contact center technology and lead large, global, mulit-location service organizations.

• Senior Director, Customer Operations at Thomson West

  2000 - 2006

  Established a center of excellence for technical, product and billing service centers in order to provide improved service to customers. Implemented a segmented service strategy with recruits from existing Order Fulfillment, Account Receivable, Billing, Collections, and Technical Support operational areas to correct customer friction points. Improved First Contact Resolution from 66% to 94%, decreased contact volume by 800K contacts annually, improved order accuracy and fulfillment cycle times.

• West Customer Service at West Publishing

  1984 - 2000

• Senior Director, Account Management and Services at FindLaw, a Thomson Reuters business

  March 2010

  Create, implement and support a retention and customer experience strategy which drives a service vision throughout the Account Management organization. Develop and deploy retention and service programs, technology systems and automation solutions that provide effective Account Management tools and tracking, including easy access to customer account information. Partner and collaborate with all organizations across FindLaw in order to develop solutions related to customer concerns and issues.

Mark Witzany's Education:

• Concordia University-St. Paul

  1998 – 2000
  Masters