Open to opportunities

Mark Sherwood

@marksherwood

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Experienced Senior Manager with a focus on customer experience and coaching.

Canada

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What I'm looking for

I am seeking a role that values leadership and fosters team growth.

With over 14 years of experience in customer service and team leadership, I am a results-driven Senior Manager dedicated to enhancing customer experiences and operational efficiency. My journey has taken me through various roles, where I have successfully managed teams both remotely and in-person, developed impactful programs, and led large-scale incidents. At Fishtank Consulting, I revamped support processes that significantly boosted customer satisfaction and retention, proving my ability to drive change and deliver results.

Previously, as an Escalated Support Lead at Shopify, I directed high-performing teams and established a strong culture of collaboration and ingenuity. My leadership resulted in a remarkable 40% increase in productivity and numerous promotions for my direct reports. I am passionate about fostering professional growth and have implemented training and mentorship programs that have led to a 60% promotion rate within my teams. My commitment to excellence and continuous improvement is evident in my work, and I am excited to bring this dedication to new challenges.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager of Customer Experience

Current

Fishtank Consulting

Jan 2024 - Present (1 year 5 months)

Revamped support processes and managed key accounts, leading to increased customer satisfaction and significant revenue growth. Oversaw project completion to improve internal efficiency and reduce operational costs.

Customer Service Project Management Process Improvement Leadership Team Management Customer Satisfaction Revenue Operations Coaching Crisis Management

Escalated Support Lead - Money Support

Shopify

Feb 2021 - Jul 2023 (2 years 5 months)

Directed two high-performing teams, achieving a 40% increase in productivity and fostering a strong team culture. Led projects to enhance products and support offerings while exceeding Service Level Objectives.

Team Leadership Project Management Process Improvement Employee Engagement Coaching Customer Support Performance Metrics Team Building Crisis Management Communication

Support Expert - Incident Response

Shopify

Jan 2019 - Jan 2022 (3 years)

Led large-scale projects and incidents, providing exceptional service to unique customer escalations. Implemented knowledge management and mentorship, resulting in significant team member promotions.

Incident Management Project Coordination Leadership Mentorship Teams Crisis Management Communication Problem Solving Training

Certified Professional Coach

Mark Sherwood Coaching

Jan 2017 - Jan 2020 (3 years)

Provided coaching services focusing on career development and personal growth, utilizing effective leadership strategies to support clients in achieving their goals.

Coaching Career Development Leadership Communication Change Management Mentorship Personal Development

Customer Success Guru

Shopify

Jan 2018 - Jan 2020 (1 year 11 months)

Focused on enhancing customer success through effective communication and support strategies, contributing to overall customer satisfaction and retention.

Customer Success Communication Customer Support Problem Solving Relationship Management Data Analysis Team Collaboration Process Improvement Customer Satisfaction CRM

Senior Lead And Program Manager

University Of Victoria

Jan 2011 - Dec 2016 (5 years 11 months)

Managed programs and led teams to achieve educational objectives, ensuring effective communication and collaboration across departments.

Program Management Leadership Team Management Communication Project Management Process Improvement Stakeholder Engagement Education Training Collaboration

Forest Firefighter

BC Wildfire Service

Jan 2009 - Dec 2016 (7 years 11 months)

Participated in firefighting operations, demonstrating teamwork and crisis management skills in high-pressure environments.

Crisis Management Teamwork Problem Solving Communication Leadership Risk Management Training

Education

Degrees, certifications, and relevant coursework

Institute of Professional Excellence in Coaching

Certified Professional Coach, Coaching

2017 - 2019

Completed training as a Certified Professional Coach (CPC) and Energy Leadership Index Master Practitioner (ELI-MP), focusing on coaching methodologies and leadership development.

University of Victoria

Bachelor of Arts, Geography

2007 - 2011

Studied Geography, focusing on environmental and human geography, spatial analysis, and geographic information systems. Developed critical thinking and analytical skills through various projects and coursework.