The Leadership

Gilbert E. Mauk, Team Member

Driving change with senior level leadership
Background

Gilbert Mauk is multi-national, multi-disciplined executive with extensive call center, telecommunications and IT experience, specializing in infrastructure development, operational implementation and performance improvement.  

Expertise 
  • Cofounder of startup that grew revenue run rate from $0 to $250MM in 3 years.
  • Performance of startup was named industry best in class by 3rd party industry monitoring group.
  • Implemented online transaction processing environment that handled 1 million customer calls per day with data base of over 200 million listings. 
  • Led 1st phase of 5000 seat 6 call center off shoring implementation in Pacific Rim. 
  • Reduced Sprint billing defects and customer complaints by 70% each reversing industry’s worst customer attrition rate.
  • Reduced average billing cycle from 14 days to 1 day
  • Led Sprint process improvement initiative resulting in $190MM increase in operating income.
  • Project managed Sprint’s fiber optic nationwide network installation consisting of 23,000 miles of fiber optic cable and 43 state of the art network switches.
  • Improved Sprint’s major account customer satisfaction index by 26% and 20% for maintenance and installation services respectively.
  • Cofounded Sprint’s Total Quality Management effort.

Experience
  • Vice President of Operations NCO Group
  • President Mauk Consulting, Inc.
  • President and COO Excell Agent Services
  • Vice President of Sprint Processing Services
  • Vice President of Sprint Network Operations
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