275people led
248 frontline employees, 23 supervisors, and 3 managers
Enterprise sales leader · CX operator · AI applications builder
Grow revenue. Improve customer experience. Put AI to work.
I’m Mack Dorval—a sales and customer-experience leader with 18+ years guiding customer-facing organizations. I have led $20M+ operations, developed sales leaders, exceeded revenue goals, improved conversion and quality, and built practical AI products that turn technology into stronger field 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 durable growth connects the customer experience, the sales funnel, the workforce, the economics, the technology, and the leaders 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.
02Sales + CX systems
Build the field and service engine
Connect goals, pipeline, forecasting, capacity, quality, enablement, technology, and scorecards so revenue and customer outcomes improve together.
03Customer + field voice
Turn customer evidence into direction
Use recurring contact patterns, frontline observation, and operating metrics to improve workflows, coaching, go-to-market choices, and product priorities.
Commercial and operating portfolio
The disciplines behind durable growth and customer trust.
My experience spans the full system—not only the number at the end of the funnel or the interaction at the front line. I connect people, process, customer evidence, data, and technology so leaders can see performance and act on it.
GTM, revenue & conversion
Outcome-based selling, revenue goals, funnel performance, close rate, contact strategy, and the field actions that move results.
Pipeline & forecasting
Stage-level conversion, opportunity discipline, performance reviews, forecasts, scorecards, and operating metrics that keep execution visible.
Customer experience & quality
Customer-journey evidence, Voice of Customer, QA standards, performance thresholds, regulated-process discipline, and service improvement.
Workforce & resource planning
Demand forecasting, staffing, productivity, schedule execution, capacity allocation, and operating cost across internal and partner-supported teams.
Field enablement & leadership
Manager coaching, seller development, structured 1:1s, call reviews, skill drills, incentives, certification paths, and succession planning.
AI applications & adoption
Practical AI products, workflow automation, quality controls, knowledge systems, adoption routines, and human oversight tied to business value.
Technology in service of the field and customer
Turn AI into adoption, productivity, and better customer outcomes.
My sales and operating background comes first. My Claude Certified Architect — Professional credential and product-building experience add the technical fluency to translate AI capabilities into field value, partner with Product and R&D, and set a quality bar grounded in the customer experience.
- Equip leaders and sellers with clearer signals, repeatable guidance, and faster decisions.
- Use automation to shorten resolution time, remove friction, and reduce repeat contacts.
- Keep people focused where empathy, judgment, and complexity matter.
- Connect product and technology choices to revenue, quality, capacity, cost, and customer outcomes.
02 / SELECTED EVIDENCE
Results across different mandates
Lead the people.
Improve the system.
01ComcastSales and 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.
02ComcastRevenue and field 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 FinancialOutbound funnel and 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 MirrorGenerative AI 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
AI products carried from concept into practice.
A short view of products I have taken from concept to a usable experience, showing the technical and product range I bring alongside sales and customer-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 and field evidence into stronger growth and 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 sales leadership, customer experience, contact center, and AI-enabled transformation roles
Bring me the growth target and the customer operation behind it.
I’m most valuable where sales leadership and customer experience cross pipeline, workforce, quality, enablement, technology, financial performance, and manager development. I bring the commercial discipline to grow the business, the operating depth to improve the system, and the technical fluency to modernize it responsibly.