Mark Gomez

Energizer
DISC Type : I

Director Customer Experience at USAA

San Antonio, Texas, United States

Overview

Mark is a respected leader at USAA, currently serving as Director of Customer Experience. He specializes in implementing strategic initiatives through process improvement, integrated planning, and organizational transformations. Mark holds an Executive MBA from the UTSA Carlos Alvarez College of Business and an MBA from the University of the Incarnate Word.

Outside of his direct role, Mark maintains an interest in major technology and consulting firms like Microsoft and Accenture. Given his extensive educational and professional background in San Antonio, he likely follows local university and professional sports.

He is recognized as an expert in global back-office processing and Robotic Process Automation (RPA).

Personality Overview

Relationship Oriented

Enthusiastic

Big Picture Person

They are friendly, approachable and love to make new connections.  They are always positive and upbeat, so take their promises with a pinch of salt. They are really good at seeing what the long-term impacts of their decisions could be.

Topics They Care About

Customer Experience
His current role and professional headline are focused on optimizing customer and member experiences using fact-based decisioning.
Process Improvement
A core theme throughout his career, leading teams to generate expense savings and revenue growth through process excellence.
Robotic Process Automation
He is recognized as a subject matter expert in RPA and has applied it to drive organizational transformations.

Media Appearances

Mark has no verified media appearances

Work History

8-2022
Director Customer Experience at USAA
9-2019 - 1-2023
Director Program Management at USAA
7-2018 - 9-2019
Executive Operational Planning Director at USAA
10-2014 - 9-2019
Assistant Vice President, P&C Staff Operations at USAA
12-2012 - 10-2014
Executive Director Product Management at USAA

Education

2019 - 2021
Executive MBA from UTSA Carlos Alvarez College of Business
6-1997 - 1999
MBA from University of the Incarnate Word

More Information

Social Presence :

Prographics :

Exp : 15 Location : San Antonio, Texas, United States Job Level : Mid-senior Designation : Director Customer Experience at USAA
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Insights For Selling To Mark

During A Call Or A Meeting

DO's

  • Do some small talk, ask them how things are going on their side
  • Use adjectives like ‘amazing’, ‘coolest’, ‘unbelievable’ etc.
  • Share some stories about how you you have helped people in similar positions succeed

DONT's

  • Don’t be excessively objective, be a storyteller
  • Avoid cutting into their flow
  • Avoid overloading them with too much detail

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mark is

  • Relationship and rapport can play an important role, sometimes more than the other factors.
  • Will you ever get a clear answer from Mark

  • They will probably never say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Mark move?

  • They are not the quickest decision makers, their friendly attitude could be misleading.
  • Can Mark take some risk or not?

  • They can take certain risks that are unlikely to have personal consequences.

You And Mark

Personality Compatibility


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