Open to opportunities

Mark Valdez

@markvaldez

Message

Customer success and revenue-growth leader driving KPI-driven retention and $10M+ portfolio performance.

United States

Message

What I'm looking for

I seek roles where I can drive customer retention and revenue growth using KPI-driven strategies, lead high-performing teams, and deliver executive insights in a collaborative, customer-first culture.

I am a customer success and operations leader with 17+ years of experience at AT&T, progressing from sales representative to retail store manager overseeing the highest-volume location in Wisconsin. I own performance outcomes for a $10M+ annual revenue portfolio and lead teams focused on retention and expansion.

My approach is data-driven: I analyze CSAT and sales metrics to identify churn risk, close experience gaps, and uncover expansion opportunities. I deliver executive-level insights and recommendations that translate operational metrics into strategic actions.

I have a proven track record of driving 30%–70% year-over-year growth across targeted KPIs through coaching, process optimization, and disciplined performance management. I prioritize talent development and accountability to build high-performing teams that consistently exceed targets.

I bring strong cross-functional collaboration, stakeholder engagement, and risk-mitigation capabilities, combined with proficiency in CRM platforms, KPI dashboards, Excel, PowerPoint, and executive reporting to drive measurable customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Leader

Current

AT&T

Lead customer success and operations for a high-volume retail location managing $10M+ annual revenue, drove 30%–70% year-over-year growth across targeted KPIs and improved retention and CSAT through data-driven strategies.

Customer Success Management Revenue Growth Customer Retention KPIs Team Leadership CRM Microsoft Excel Performance Coaching

Retail Store Manager II

AT&T

Jan 2022 - Jan 2023 (1 year)

Managed end-to-end retail operations with accountability for revenue, customer experience, and team performance; improved sales and CSAT via KPI-focused coaching and operational discipline.

Retail Operations Sales Coaching CSAT KPIs Team Management CRM Performance Management Cross Functional Collaboration

Retail Assistant Manager

AT&T

Jan 2019 - Jan 2021 (2 years)

Coached frontline teams on customer engagement and retention behaviors, supported performance management and operational excellence initiatives to drive sales and service consistency.

Coaching Customer Engagement Retention Operations Support Performance Management CRM Process Optimization

Sales Representative

AT&T

Jan 2007 - Jan 2019 (12 years)

Consistently exceeded sales and customer experience targets in high-volume retail environments by building long-term relationships and delivering consultative solutions.

Consultative Selling Customer Relationship Management Sales Targets CRM KPI Tracking Customer Service