Mark McKercher is a customer experience leader with over 20 years of experience in building and scaling global support operations for industry giants such as Google, Amazon, Roku, and PayPal. They currently serve as the VP of Global Customer Support at Sovos, where they enable tax compliance for over 100,000 enterprises worldwide. Mark has a proven track record of transforming customer operations through strategic vendor management and AI implementation, achieving over $25 million in cumulative savings while enhancing customer satisfaction. They are also the President of the West Coast Chapter of the Contact Center AI Association and a strategic advisor focused on AI-driven customer experience transformation, and they pursue a Bachelor of Science in Communications at James Madison University.
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