Mark Nelson is an accomplished senior executive with over 40 years of extensive experience in customer experience management and business transformation. Currently based in San Antonio, Texas, Mark has built a distinguished career across leading tech, cable and telecommunications companies, demonstrating expertise in strategy development, operational success and customer experience design and operation.

 Led corporate  strategic transformation projects managing cross departmental teams

Mark’s career began at Mastermark, where he honed his skills in customer service and sales administration. He then transitioned to Woodtape, Inc., and later Cellular One, where he advanced to senior management roles. His trajectory in the telecommunications sector accelerated with Sprint Nextel, where he served as Vice President. At Sprint, Mark played a pivotal role in managing customer contact centers and was instrumental in the merger integration with Nextel, which included establishing new operations and managing cost reductions through outsourcing.

Mark’s leadership extended to Cox Communications as Senior Manager for Customer Care Strategy, where he spearheaded customer support plans for several new business products and facilitated call center consolidations that resulted in significant savings. His tenure at Altice USA (formerly Suddenlink) saw him excel as Vice President of Customer Experience, where he orchestrated operational improvements across multiple call centers and developed successful strategies for call center reductions and outsourcing.

At Vizrt, also marketed as NewTek, Mark held critical roles including Global Head of Customer Success and Head of Global Support for the Americas. He was responsible for launching revenue-boosting initiatives and establishing comprehensive support operations across North and Latin America. His leadership during this period was marked by a substantial increase in support revenue and successful expansion efforts.

Mark’s extensive experience is complemented by his academic background, including a Bachelor of Arts in Political Science and Business from the University of Washington, where he graduated summa cum laude. Additionally, he has earned credentials as a Master Financial Coach from Ramsey Solutions, and a graduate of Center for Creative Leadership and Harvard Negotiations programs which further enhances his financial acumen.

A former President of the International Customer Service Association, Mark’s contributions to the field have been significant, including roles on various boards and committees where he focused on marketing and finance. His international exposure within many companies spans 12 countries, with a notable focus on regions including Norway, Sweden, Australia, and Mexico.

Mark Nelson’s career is distinguished by his strategic vision, operational prowess, and commitment to enhancing customer experiences. His ability to lead transformative projects, manage large-scale operations, and drive significant cost efficiencies underscores his role as a leading figure in customer service and business transformation.

Character: Mark Nelson is a seasoned executive known for his integrity and commitment to excellence, consistently demonstrating a deep respect for team collaboration and ethical leadership. His extensive experience in high-stakes environments highlights his resilience and dedication to driving positive organizational change.

Knowledge: With over 40 years in service management, Mark possesses a profound understanding of customer experience, call centers, and business transformation across diverse industries. His expertise spans technology, telecommunications, and consumer services, making him a valuable asset in developing effective and innovative solutions.

Strategic: Mark excels in strategic planning and implementation, having led major projects that enhance operational efficiency and customer satisfaction. His ability to integrate technology and manage complex transformations has consistently resulted in improved performance and substantial cost savings.

Communication: Reputation for his clear and effective communication, Mark skillfully articulates complex ideas and strategies to diverse audiences. His experience in leadership roles has honed his ability to foster collaboration and ensure alignment across various departments and stakeholders.