Mark Herter

Lead SMS compliance and operations by monitoring and enforcing carrier regulations for outbound SMS campaigns while ensuring opt-in/opt-out consent compliance. Authored SOPs and audit frameworks and partnered with Legal, Marketing, and Operations to remediate compliance gaps.

Managed end-to-end A2P SMS compliance operations for a team of 15, delivering 99% registration approval rates and $4.5M+ monthly direct profit impact through workflow optimization across 10DLC, Toll-Free, and Short Code programs. Increased CSAT by 20% via structured onboarding and proactive compliance guidance while serving as primary escalation point for complex compliance decisions.

Generated $600K in weekly B2B sales revenue through high-volume inbound and outbound activity while consistently exceeding quota. Built and managed a multi-client portfolio using consultative selling and resolved complex client issues to preserve revenue and reduce churn.

Managed 50–100+ inbound sales calls daily, producing $500K–$600K in weekly revenue through consultative order management and upselling. Handled orders ranging from $150 to $25,000+ while ensuring accuracy, protocol compliance, and smooth fulfillment coordination.

Led cross-functional account teams to resolve complex service issues and improve retention rates across an enterprise account portfolio. Streamlined CRM workflows and data management to reduce average response times by 30%, and built conflict-resolution training that reduced escalations by 20%.

Identified operational inefficiencies using end-to-end process mapping and root-cause analysis, implementing targeted solutions for sustained improvement. Created and maintained KPI reporting databases and collaborated with process improvement leaders to support change management methodologies.

Earned a B.S. in Clinical Psychology at Suffolk University.