Mark Webb

Background

About Mark Webb

With over 15 years in customer care and contact center operations with Yahoo, Verizon Media, Capital One and more I lead initiatives that enhance service delivery, operational efficiency, drive revenue and customer satisfaction. Currently serving as Director of Customer Care Operations at Yahoo, I focus on developing new strategies to enhance our results. Leveraging emerging technologies, setting a clear vision and managing projects through internal and external vendor team collaboration has been critical to success. Recent highlights include deploying new verification solutions generating substantial additional revenue, creating automated tools to enhance account recovery improving the user journey, leading AI-driven efficiency gains and innovating major enhancements in our IVR systems reducing Millions in operational expense. Success is motivational, and compounds."What can we improve today?"