Mark Villalovos

OPERATIONS IMPLEMENTATION
• Created the Playbook for intake and definitions of all projects which disrupted current office workflows. Designed office capacity map accounting for all outside influences to effectively schedule the test, pilot, and roll-out strategies of key initiatives in Aspen Dental's Digital Transformation.
• Launched a Subject Matter Expert field team of over 150 clinical and non-clinical team members to aid the Product Development teams in User Acceptance Testing, instructional video production and design processes.
PATIENT EXPERIENCE
• Immersed in business success and patient experience data to ferret out root causes of office and region-level business performance, comprehending historical and current business data, sentiment, and NPS data to create and execute targeted action plans to implement with field leadership teams.
• Produced "Bringing Disney to Dentistry" series of phrases, exercises, guidelines, and Guest Service tips to each member of the office team from the world-renowned brand.
• Introduced "Our Winning Future" learning map exercise reinforcing the relaunch of our Brand Values and aligning the entire organization around the concept of behaving as "AspenOne"
• Produced "Winning Plays" Huddle Pack - a series of role-play card exercises designed to align the organization around handling patient scenarios and how we deliver "The Aspen Difference" to our patients with respect to wait times, delays, morning huddles and handoffs.

• Directly manage 4 senior managers and directors, as well as indirectly lead a team of 100+ call center and in-store ambassadors, driving continuous improvement efforts to customer service while managing a $3.5M budget, resulting in $1M in additional business
• Implemented Walt Disney Company world-renown best practices and launched a national team of in-store ambassadors, leveraging customer data to drive customer acquisition, achieving membership goals, and rewarding the loyalty of customers through unique experiences, resulting in a sales growth of 3.8 to 5.1% weekly to reach $8.8M in yearly revenue
• Spearheaded the turnaround team as a leader to create an industry-recognized crisis management and disaster recovery business model and customer experience roadmap in post-hurricane Puerto Rico, including developing the playbook to drive customer engagement, brand development, resulting in top-line sales growth of over 32% YOY
• Understand, analyze, and effectively measure the in-store and online customer journey, identifying gaps and overcoming roadblocks in CX and UX, customer service, price, selection, and in-store navigation, growing YOY department sales significantly from 3 to 8%
• Innovated community engagements and performed in-store events, incorporating training to ensure 100% customer satisfaction while incorporating experience enhancements across the board

• Led a team of 13 as a senior leader, driving analytics for every touchpoint of customer visits through personalized experiences, improving employee efficiency and driving 7 to 10% increased sales growth
• Managed a budget of $8.5M while utilizing customer engagement strategies and a bespoke success measurement system, resulting in $61.6M sales growth YOY
• Created a comprehensive business plan to define the culture for 222 Disney Store locations across North America, delivering the ‘Best Retail Experience in the World’ for all guests to achieve 100% satisfaction globally
• Developed the sales philosophy of “Mission Magic,” positioning Disney Stores to be best at consumer engagement, entertainment, and customer-centric culture, leading to 15 consecutive quarters of positive comps and multi-million-dollar annual sales growth
• Implemented cross-channel engineering innovations to embrace the holistic experience across channels, including Disney Store Reserve and Mail the Magic Home programs, driving a positive culture shift marrying of the digital/web and physical retail experience for our customers, with online orders encompassing 8% of total store sales