John Marrone
John Marrone
Leader, Contact Center Operations & Performance Management
Global Human Health
Merck
John Marrone leads the US Customer Contact Center (US3C) Operations for Merck’s Global Human Health Division. The US3C organization is comprised of both inbound customer service and outbound call centers for pharma and vaccines. John achieved a dual BS degree in Computer Science and Mathematics at Bloomsburg University on an ROTC scholarship. He obtained his MBA with an emphasis in Information Systems and Marketing from the University of Colorado. John served in the active duty Air Force for 6 years and eventually retired as a Major after 22 years (including 16 years in the reserves). He has worked now for over 22 years at Merck in various roles centered around Customer Relationship Management. These responsibilities include developing 360° customer databases, leading segmentation and customer targeting initiatives, managing analytic teams , and building new sales and customer engagement models . In his current Customer Contact Center role, John is responsible for Vendor Management, Capacity Planning & Analytics, IT Capabilities, Process Excellence and Training in a manner to deliver on desired contact center business outcomes and customer experiences.