Vincent Mavente is a seasoned executive with over 25 years of progressive leadership in call center operations, client management, and customer experience transformation across diverse industries, including healthcare, hospitality, entertainment, and business process outsourcing. As a results-oriented leader, Vincent has consistently delivered measurable improvements in service quality, operational efficiency, and customer satisfaction by combining sharp strategic insight with a deep commitment to team development and process optimization.
Currently serving as Corporate Director of Contact Centers at Herschend Family Entertainment, Vincent oversees omnichannel support for 18 premier destinations, managing more than 680,000 customer interactions annually. Under his leadership, Herschend generated over $42 million in sales in 2024 alone, while customer satisfaction scores rose from 3.9 to 4.5—testament to his ability to align people, process, and technology to elevate the guest experience. His introduction of cutting-edge CRM systems, cloud-based contact centers, and real-time digital tools has driven both revenue growth and internal efficiency.
Before Herschend, Vincent held the role of Vice President of Operations and COO at Medical Answering Service, where he steered the company through a high-growth phase, scaling the team from 70 to over 400 employees in just two years. He also spearheaded the implementation of the Genesys Cloud platform, resulting in a 30% gain in productivity and a dramatic improvement in customer support for Medicaid and non-emergency medical transportation services across New York State.
His extensive career includes leadership roles at Xerox, Capital District Transportation Authority, and Computer Science Corporation, where he led transformative initiatives in Medicaid and Medicare customer service. Notably, at Xerox, he reversed an 8-year trend of underperformance by redesigning training and reporting systems, cutting attrition by 75%, and generating a 21% profit in the call center division. Earlier, while at Computer Science Corporation, Vincent played a key role in managing Medicare Part D compliance and was recognized with the prestigious WilsonRx Survey award for outstanding customer satisfaction.
Vincent’s foundational expertise was shaped by leadership positions at National Medical Health Card, ValueOptions, and Medco Health Solutions, where he implemented large-scale quality improvements, lean process initiatives, and cost-saving programs. Across these roles, he championed efforts to standardize procedures, train high-performing teams, and improve client engagement—all while delivering millions in cost savings and driving exceptional service outcomes.
A certified Lean Six Sigma Green Belt and Total Quality Management (TQM) professional, Vincent holds a degree in Business Administration from the State University at Albany. His leadership is distinguished by a hands-on, empathetic approach and a relentless pursuit of excellence—qualities that have earned him the trust of executive teams, clients, and frontline employees alike.
Whether optimizing call centers with 1,500+ seats or introducing technology-driven guest support tools, Vincent Mavente leads with vision, operational rigor, and an unwavering dedication to service. His ability to align cross-functional teams around a shared mission of quality and accountability continues to make a lasting impact on every organization he serves.
Character
Vincent Mavente is a principled and empathetic leader who builds trust through accountability, collaboration, and a consistent commitment to delivering exceptional service for both clients and team members.
Knowledge
With over 25 years of experience in call center operations across healthcare, hospitality, and entertainment, Vincent brings deep industry expertise and certified proficiency in Lean Six Sigma and Total Quality Management.
Strategic
Vincent excels in aligning people, processes, and technology to drive growth, efficiency, and customer satisfaction, consistently delivering measurable results through scalable solutions and forward-thinking leadership.
Communication
A clear and confident communicator, Vincent fosters transparent, cross-functional dialogue that empowers teams, engages stakeholders, and ensures alignment on goals and outcomes at every organizational level.
