About

About Mary

Mary Cook, MBA, PMP
Senior Executive, Global Service Delivery & Call Centers
Thought Leader | Customer Experience Advocate

Mary Cook is a highly passionate, action-oriented, and accomplished executive with a proven track record in senior operations and customer care leadership. With a visionary mindset and exceptional business acumen, Mary possesses the ability to achieve company goals and drive success. She is dedicated to delivering best-in-class solutions that enhance customer experience capabilities and processes, positioning companies as industry frontrunners.

Throughout her brilliant career, Mary has served as a reliable change agent and strategic partner, skillfully balancing a bias for action with thoughtful planning to prioritize and execute impactful initiatives. She has a comprehensive and intimate understanding of the importance of proactive planning. She has consistently developed and optimized customer experience roadmaps to ensure the successful delivery of key deliverables, milestones, and tasks.

Mary’s commitment to excellence is evident in her ability to navigate complex landscapes, balancing the need for prompt action with a thoughtful and methodical approach. By doing so, she not only initiates change but also ensures its successful execution. Her skillful balancing act allows her to minimize risks and maximize opportunities, contributing to the overall success of her initiatives.

Mary’s achievements and accomplishments speak volumes about her leadership capabilities and business insights. She spearheaded a revitalization initiative for a $1.2 billion credit union’s contact center operations, resulting in remarkable outcomes, including a notable 37% increase in service level, a significant 10% reduction in unit cost, a 47% decrease in outsourcing cost, an 8% improvement in agent efficiency, and the identification of 39 process improvement opportunities.

Mary’s entrepreneurial spirit also led her to found and nurture a successful startup venture, capturing $7.5 million in global BPO outsourcing and business service contracts. Her ability to identify opportunities and drive growth has consistently set her apart in the industry.

With an extensive background in operations, customer experience, and strategic planning, Mary has held executive positions in renowned organizations, including TMC (a division of C.H. Robinson), VENUS Fashion Inc., NRT, and Nuance Communications. In each role, she has demonstrated her ability to lead transformative projects and foster a digital-first and customer-centric mindset.

Mary holds a Master of Business Administration (MBA) from Strayer University and a Bachelor of Science (BS) in Management and Leadership from Judson College. She is a certified Project Management Professional (PMP) from Boston University. She is also a Six Sigma Green Belt.

Mary’s achievements and unwavering dedication serve as an inspiration to women aspiring to climb the corporate ladder. Her transformative leadership, strategic vision, and commitment to excellence make her a true asset to any organization she serves. To connect with Mary, please reach out via phone at 407-967-0581 or email [email protected].