Mark Dunn
About Mark Dunn
Mark Dunn serves as the Vice President of Customer Experience at Mindbody, where he has worked since 2021. He has extensive experience in customer support and services, having previously held leadership roles at CDK Global and ADP Dealer Services.
Work at Mindbody
Mark Dunn has served as Vice President of Customer Experience at Mindbody since 2021. In this role, he focuses on enhancing customer interactions and overall satisfaction. His leadership aims to align customer experience strategies with the company's goals, ensuring that clients receive optimal support and service. Dunn's tenure at Mindbody reflects his commitment to improving customer relations and fostering a positive environment for both clients and employees.
Previous Experience at CDK Global
Prior to his role at Mindbody, Mark Dunn worked at CDK Global as Vice President of Customer Support from 2018 to 2021. He managed a significant $80 million P&L and led a team of up to 1,200 employees across North America and India. His responsibilities included overseeing customer support operations and implementing strategies to enhance service delivery. Dunn also held the position of Vice President of Services Operations, Digital Marketing at CDK Global from 2014 to 2018.
Educational Background
Mark Dunn studied at the University of Washington, where he earned an Executive Certificate in Business from 1995 to 1996. He also attended Arizona State University's W.P. Carey School of Business, obtaining certificates in Service Management and Advanced Service Leadership in 2017. Dunn has furthered his education through various training programs, including Continuous Improvement Training at MoreSteam University and a certificate in Delivering Phenomenal Customer Experiences from Zappos School of Wow.
Achievements in Customer Experience Management
Throughout his career, Mark Dunn has achieved notable outcomes in customer experience management. He implemented a 24-hour 'follow the sun' support model by leveraging a Managed Service Provider in India. Dunn also launched comprehensive performance metrics and dashboards for an entire business unit using Tableau. His initiatives led to over $6 million in labor and cost savings through restructuring and efficiency improvements, as well as a 12% increase in employee engagement scores during challenging company transitions.
Leadership and Transformation Initiatives
Mark Dunn has demonstrated leadership in organizational transformation. He served as an operational lead during the spin-off of a Digital Marketing business, showcasing his ability to manage complex projects. Dunn's focus on developing pay-for-service offerings and echelons of support has contributed to improved service delivery. His educational pursuits in Organizational Leadership and Transformation further underscore his commitment to effective leadership practices.