MARK BAKER

Indianapolis, IN 46256 mbaker5491@aol.com (317) 496-5865

Operations Leader that has redefined business operations in multiple service industries. Including
resource development, business analysis, new process initiatives, bringing innovative ideas and engaging
employees in service delivery.
LEADERSHIP EXCELLENCE IN SERVICE DELIVERY TEAM BUILDING
CRITICAL THINKING HEALTHCARE MANAGEMENT

SUMMARY OF QUALIFICATIONS

Led operations in excess of $45 million and teams of 125 employees

Revitalized business operations to improve profitability and new business development, led improved staff
performance with accountability, and performed administrative streamlining
Strong leadership background with emphasis on improving teamwork and communication
Quick to build relationships with all levels of employees, staff and management
Mentored and developed key management personnel in each organization that I have worked for

CAREER ACHIEVEMENTS

Turned around an established Contact Center by implementing tier structures, agent metrics and by increasing
accountability to all levels of the organization doubled staff & increased revenue by 36% & GM by 55%
Turned around staffing company as one perceived as providing poor service, into a high performance operation
that grew from $6 to $35 million and achieved record profits in four years
Stepped into a leadership role in a large healthcare organization and revitalized a large support services
department by increasing accountability, managing change and establishing a culture for learning
Upgraded two poorly performing retention program resulting in improving retention by 15% and 22%
Reduced personnel turnover 25% by establishing and implementing Human Resource policies and procedures
including team building, staff mentoring, quarterly training programs and accountability

PROFESSIONAL EXPERIENCE
DIRECTOR of SUPPORT SERVICE
ORTHOINDY ENTERPRISES

8-2012 11-2015
Indianapolis, IN

OrthoIndy is one of the most highly respected orthopedic practices in the Midwest. With over 70
physicians provide leading-edge bone, joint, spine and muscle care.

Hired to develop internal structure and streamline all phone staff activities to improve staff
accountability and service to both physicians and patients
Implemented call recording & quality management programs improving patient satisfaction by 15%
Reassessed staffing levels to meet physician & patient needs - increased head count by 16%
Developed and implemented Team Lead structure to increase accountability and oversight for staff
Continuously adjusted and adapted staffing model to provide increased service to physicians, their
support staff and patients
Established new patient referral program and increased appointments by 25% over a two year period

DIRECTOR of ENTERPRISE & ENDUSER MOBILITY

CONTACT CENTER OPERATIONS
TELAMON CORPORATION

4-2011 8-2012
Carmel, IN

Telamon Corporation, an Indianapolis based company, is your product service life cycle partner of
choice. Established in 1985, Telamon is a $547M company, with 500+ employees across 9 locations

Significantly improved the operational performance of multi project contact center by developing team and tier
structures, increased accountability for all levels and established a culture of learning
Established written procedures and Visio flows for each project
Created and implemented team and agent scorecards to improve KPI compliance by 20% for the contact center
Expanded and empowered quality department to provide vehicle to improve agent performance

DIRECTOR OF COLLECTIONS & ADMINISTRATION

INDIANA FINANCE COMPANY

9-2007-10-2009
Indianapolis, IN

IFC is a privately owned firm that provides financing for used automotive sales for a group of familyowned used automotive dealerships

Tasked with managing three departments, a portfolio of $ 45 million and a team of 40 professional and to grow
the Finance Company to handle increased volume of new loans and improve profitability
Improved cash flow by $2,000 per week, improved delinquency by 3%, reduced charged off loans by 2.5% and
reduced staff turnover by 25% which elevated company performance to profitability
Improved operational efficiency by hiring new management staff and mentoring them in continuous
improvement and new customer service standards
Developed new KPIs that improved departments accountability and improved performance by 5%

REGIONAL VICE PRESIDENT INDIANA OPERATIONS

CBS PERSONNEL HOLDINGS INC

5-2001-5-2007
Cincinnati, OH

CBS provides temporary staffing services with 65 offices in three states. The Company offers human
resource solutions, call center, engineering, IT, industrial, logistics, legal and healthcare placement

Hired to grow and improve profitability of a multi-branch $6 million region with minimal profit. Within 4
years, was named Region of the Year by growing revenue to $35 million and improving profitability;
expanded market presence to become the 3rd largest staffing company in the Indianapolis based on The
Indianapolis Business Journal (IBJ) Book of lists for 3 consecutive years
Revitalized the business by hiring people with specific skill sets, improving operational efficiency, increasing
service levels with new standards, and developing client relationship programs
Created a strategic plan and deployed resources to reduce operating costs by 15% cut overhead by $100,000
while opening 2 offices and doubling staff

EDUCATION AND TRAINING

BACHELOR OF SCIENCE - MANAGEMENT
MILLIKIN UNIVERSITY
Graduated High School at St. Marys International School in Tokyo, Japan

COMMUNITY INVOLVEMENT

Goodwill Goodguides Youth Mentoring Program 2010

Board of Directors, Central Indiana Men in Business 2010; Board Chairman 2011

Decatur, IL