275people led
248 frontline employees, 23 supervisors, and 3 managers
Revenue & operations leader · Applied AI architect · Builder
Grow the business. Strengthen the operation. Build what comes next.
I’m Mack Dorval—a revenue and operations leader with 18+ years guiding customer-facing organizations. I have led $20M+ operations, developed managers, improved conversion and quality, and built practical products that turn technology into better work and customer outcomes.
Raleigh-Durham, NCOpen to relocationMBA
$20M+annual operation
Customer-facing organization led at director scale
12%YoY growth
Delivered through a multi-department reorganization
+4.1 ptsfunding conversion
Improved from 17.2% to 21.3% in three months
01 / THE DIFFERENCE
How I lead
Leadership at scale.
Operating depth.
I progressed from frontline agent to customer-care supervisor, sales supervisor, sales manager, and interim director. That experience taught me how strong customer operations connect the experience, the workforce, the economics, and the managers responsible for daily execution.
01Manager of managers
Lead through leaders
Set clear standards, develop managers, and create the operating cadence that helps large teams perform through growth, pressure, and organizational change.
02CX operations
Build the service engine
Connect forecasting, capacity, quality assurance, training, procedures, technology, and scorecards so the operation improves instead of simply keeping up.
03Customer voice
Turn customer evidence into action
Use recurring contact patterns and frontline observation to improve workflows, coaching, workforce decisions, and upstream priorities across the business.
Operating portfolio
The disciplines behind durable performance.
My experience spans the full operating system—not only the number at the end of the funnel. I connect people, process, controls, data, and technology so leaders can see performance and act on it.
Revenue & conversion
Revenue forecasting, funnel performance, close rate, contact strategy, and the operating actions that move results.
Workforce & capacity
Demand forecasting, staffing, occupancy, productivity, schedule execution, dialer strategy, and operating cost across internal and partner-supported capacity.
Quality, compliance & risk
QA standards, performance thresholds, regulated-process discipline, and cross-functional partnership with Compliance and Risk.
Performance systems
Tableau scorecards, KPI redesign, rankings, incentives, CRM discipline, and manager routines that make performance visible.
Training & enablement
Structured 1:1s, side-by-side coaching, call reviews, skill drills, nesting checklists, refresher curricula, quality calibration, and certification paths.
Leadership pipeline
Manager coaching, succession planning, performance accountability, and development systems that promoted 10+ leaders.
Technology in service of the customer
Use technology to resolve more, without losing judgment.
My operating background comes first. My Claude Certified Architect — Professional credential and product-building experience add the technical fluency to evaluate automation, partner with Product and R&D, and set a quality bar grounded in the customer experience.
- Use automation to shorten resolution time and reduce repeat contacts.
- Keep people focused where empathy, judgment, and complexity matter.
- Connect technology choices to quality, capacity, cost, and customer outcomes.
02 / SELECTED EVIDENCE
Results across different mandates
Lead the people.
Improve the system.
01ComcastEnterprise customer operations
Led a 275-person organization through change.
Directed 248 frontline employees, 23 supervisors, and three managers across customer experience, staffing, quality, coaching, and daily execution for a $20M+ annual operation. Delivered 12% year-over-year growth, developed 10+ leaders, and sustained 92% engagement through restructuring.
02ComcastSales management & performance
Built a repeatable revenue operating system.
Exceeded annual revenue goals by 50%+, led a team to #1 of seven peer teams in revenue and close rate, and connected forecasting, CRM discipline, incentives, coaching, and productivity to daily execution.
03Purpose FinancialRegulated customer journey
Improved the journey by finding where it broke.
Connected contact strategy, QA, productivity, coaching, and Tableau scorecards to increase application-to-funding conversion from 17.2% to 21.3%, improve individual performance 15%, and raise average loans per agent 40% quarter over quarter.
04ComcastCustomer care foundation
Built the foundation from the frontline up.
Progressed from Inbound Sales Agent to Customer Care Supervisor, Sales Supervisor, Sales Manager, and Interim Inbound Sales Director. Recruited, hired, trained, and led customer-care teams, improved productivity approximately 20%, and achieved top-tier Voice of the Customer results.
05Archetype MirrorHuman-centered product building
Applied technology with judgment and clear boundaries.
Built a self-reflection platform focused on human understanding and emotional well-being, with quality controls, appropriate escalation, and a deliberate boundary between personal reflection and clinical care.
03 / SELECTED BUILDS
Additional evidence
Human-centered products carried into practice.
A short view of products I have taken from concept to a usable experience, showing the technical range I bring beyond day-to-day operations leadership.
Human-centered self-reflection designed for real use.
Built across product strategy, voice experience, quality systems, safety boundaries, subscription infrastructure, and the operating work required to move a sensitive consumer experience into production.
Turn complex tools into practical action.
A practical enablement library for small-business owners with 365+ step-by-step guides, connecting learning design, content operations, user experience, and technology adoption.
04 / OPERATING METHOD
Listen. Align. Scale.
A practical way to turn customer evidence into stronger operations.
01
ListenStart with customer evidence.
Find the recurring contacts, operational friction, and frontline patterns that show where the experience is breaking down.
02
AlignTurn the signal into decisions.
Give managers a clear scorecard, set ownership, and connect capacity, quality, training, and process changes to the outcome.
03
ScaleMake improvement repeatable.
Strengthen the leaders, codify the procedures, and build the operating rhythm that sustains performance as demand grows.
05 / THE CONVERSATION
For customer experience, contact center, revenue operations, and transformation roles
Bring me the customer outcome and the operation behind it.
I’m most valuable where customer experience crosses workforce, quality, training, technology, financial performance, and manager development. I bring the operating discipline to improve the system and the technical fluency to modernize it responsibly.