Marc McCrery is being honored in Category 1: Building a Customer Focused Culture for leading a transformation of the U.S. Postal Service's customer experience across one of the nation's largest and most complex public service organizations. Serving more than 167 million addresses with a workforce of over 550,000 employees, Marc has embedded customer experience into USPS operations by aligning people, processes, and technology to improve service, accountability, and responsiveness. His leadership has fostered a culture where customer needs are at the center of decision-making, from the national level to frontline operations.

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Marc spearheaded major improvements to the 1-800-ASK-USPS contact center, which handles nearly 80 million calls each year, by leveraging customer feedback, data-driven coaching, and enhanced interactive voice response technology to improve service quality. He also led the migration to a cloud-based customer service platform and introduced AI-powered agent assist capabilities to help employees resolve issues more efficiently. By centralizing field customer care under the Customer Experience organization, Marc strengthened local decision-making and significantly improved issue resolution. His CX Vision Activation initiative empowered frontline employees through training, collaboration, and shared accountability, driving lasting cultural change that is now expanding to more than 2,500 employees nationwide.

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The results of Marc's leadership have been significant. Since 2022, customer satisfaction with the USPS contact center has increased by 14%, while call abandonment has been reduced by 50%. Customer satisfaction with service requests has improved by 23%, complaint automation has reduced employee workload by 10%, and operational improvements have avoided $8.5 million in costs. His team also played a vital role during the 2024 General Election and the COVID-19 pandemic, ensuring reliable communication and issue resolution during critical national events. Through innovation, collaboration, and an unwavering commitment to service, Marc has strengthened USPS's ability to deliver a more consistent, efficient, and customer-centered experience for millions of Americans every day.