Mark D.

Professional Summary With over 10 years of experience in the customer service industry, I have developed deep expertise in handling a wide range of customer concerns, including technical issues, missing items, eligibility inquiries, and claims processing. My background spans both customer service and technical support roles, equipping me with the flexibility and problem-solving skills necessary to deliver exceptional service in high-pressure environments. I have also taken on leadership responsibilities, supporting teams to achieve key performance indicators (KPIs) and ensuring operational efficiency through effective scheduling and team management. Core Skills & Proficiencies Customer Service & Technical Support: Skilled in resolving diverse customer concerns with professionalism and empathy. Team Leadership: Experience managing and supporting a team to consistently meet performance goals. Leave & Capacity Planning: Assigned as a Leave Scheduler, ensuring full staffing coverage to support service level requirements. Administrative Skills: Email & Calendar Management MS Office Suite: Excel: Data entry, analysis, reporting, and leave scheduling PowerPoint: Presentation creation Canva: Designing mailers and marketing teasers Soft Skills: Strong communication, people management, and problem-solving abilities Recruitment Support: Knowledge of basic interview techniques, including Behavioral-Based Structured Interviews (BBSI)