“Success comes in ‘cans’, failures come in cant’s”

Mark Wise is an award-winning Workforce Management (WFM) and Operations executive whose career reflects a rare blend of strategic foresight, practical implementation, and an unwavering dedication to excellence. With over three decades of leadership experience across the private sector and the United States Marine Corps, Mark has carved a unique professional niche as a go-to expert for operational transformation, organizational performance, and multi-site workforce optimization.

Currently serving as the Founder and Principal Consultant of Wise Choice Consulting, LLC, Mark partners with businesses seeking measurable improvements in back office and contact center performance. His consulting work emphasizes sustainable results through strategic change management, staff development, and robust performance frameworks. With a deep command of workforce management, quality assurance, forecasting, capacity planning, and coaching, Mark helps clients align operational processes with business objectives—consistently delivering gains in productivity, efficiency, and service delivery.

Previously, Mark made a significant impact at CVS Health as a WFM Product Subject Matter Expert, supporting more than 12,000 users across five lines of business. He played a pivotal role in long- and short-term strategic forecasting, system training, and enterprise-wide adoption of workforce tools. His ability to communicate complex solutions in an approachable and engaging manner earned him a reputation as a trusted trainer and advisor, both in-person and virtually.

Mark’s expertise was further honed through key roles at Verint Systems and TriNet HR Corp, where he led WFM operations across multiple sites and business lines. Notably, at TriNet, he spearheaded initiatives that improved customer satisfaction and retention, while implementing best practices that significantly elevated call center service levels. Mark’s efforts in redesigning workforce models and deploying capacity planning techniques translated directly into better coverage, cost savings, and staff engagement.

Throughout his career, Mark has received multiple accolades recognizing his innovation and leadership. Among them are the prestigious Verint “Innovator of the Year” Award and finalist honors for the Ventana Research Leader Award for WFM Excellence. His track record also includes multiple “Silver Star” awards and national recognition for building high-performing teams and driving financial and service metrics beyond expectations.

Mark’s operational foundation was forged during a distinguished 15-year career in the U.S. Marine Corps, where he held senior roles in quality assurance, training, and electronics systems management. As a Staff Sergeant, he developed SOPs, administered technical training for over 300 students across 28 sites, and was lauded with a Commendation Medal for exemplary service. His military experience instilled a commitment to precision, integrity, and accountability—values that continue to define his professional ethos.

Mark holds a Bachelor of Science in Business Management from the University of South Florida and an Associate in Arts in Business Management from Hillsborough Community College. His education is complemented by a variety of certifications in leadership, instructional design, project management, and total quality management.

A proactive and motivated self-starter, Mark excels in environments that demand analytical thinking, strategic negotiation, and hands-on execution. His dynamic communication style, natural leadership, and mastery of WFM best practices have enabled him to influence decision-makers and mobilize teams toward shared goals. Whether navigating complex call center ecosystems or designing enterprise-wide operational frameworks, Mark Wise stands out as a consummate professional and a catalyst for performance-driven transformation.

Character
Mark Wise demonstrates unwavering integrity, discipline, and commitment to excellence, rooted in his 15-year service in the U.S. Marine Corps and further exemplified by his long-standing success in both public and private sector leadership roles. His ability to lead by example, mentor high-performing teams, and uphold rigorous standards consistently earns him recognition for reliability and professionalism.

Knowledge
With deep expertise in workforce management, operations, and quality assurance, Mark applies a rich blend of technical acumen and hands-on experience across diverse industries. His educational foundation in Business Management and extensive certifications enhance his ability to implement complex systems and drive performance across multi-site and multifunctional teams.

Strategic
Mark excels at designing and executing scalable workforce strategies that optimize efficiency, reduce costs, and align with broader organizational goals. His ability to foresee operational needs, integrate change management principles, and adapt to evolving environments has consistently resulted in measurable improvements and award-winning innovations.

Communication
A dynamic and persuasive communicator, Mark leverages his training and leadership background to effectively influence stakeholders, deliver impactful training, and foster buy-in across all organizational levels. His clear, confident style strengthens team collaboration, facilitates knowledge transfer, and enhances client and executive engagement.