Mark Attinger has over 20 years of proven leadership and hands on experience in the financial services, contact center and B2B outsourced services industries. Mark has led large multi-site organizations and worked in both corporate and fast paced entrepreneurial companies. Mark's functional experience and expertise include Operations, Finance, Technologies, Process Reengineering, Business Development and C-Level leadership. Recent senior leadership and functional roles which Mark has served in include: CEO at AFFINA; Chief Operating Officer at Prudential Financial; Vice President of Operations at Next Card; and Vice President of U.S. Authorizations, Vice President of Performance & Quality Management, and Director of Operations Support & Reengineering each at American Express. With a strong financial background and comfort with technologies, process and data, Mark excels and is passionate most in developing, leading and deploying strategies to improve Service Delivery capabilities and to reduce operating costs.
Mark was educated at Brigham Young University, earning a Bachelors of Science degree in Finance and a Masters in Business Administration (MBA).
Mark's professional experience includes leading and being hands in the following: Delivering B2B and B2C contact center and technology services; delivering outsourced solutions on-shore, off-shore, near-shore and home shore; facility procurement; scaling operations; implementing workforce management, IVR, VoIP, CRM, and call recording solutions; decommissioning sites; business development, developing pricing models, writing and evaluating MSA/SOWs; Business Planning & Financial Analyses, Compensation, Recapitalizations, Acquisitions, Selling/Exiting; and prudently leveraging process improvement techniques to optimize performance.
Specific to CSS, Mark's leadership and work has ranged from clients simply seeking an assessment and recommendations, to staying engaged through implementation to deliver significant cost savings and improvements to client service delivery capabilities. Implementation in one case resulted in Mark stepping in as CEO, making significant changes, seizing the opportunity to lead the company through an MBO, and eventually leading the exit and sale of the company to a foreign multi-national firm.
bio: Robert A. Racioppi