MARK H. LEWIS

P.O. Box ****

Santa Fe Springs, CA 90670

aby4zx@r.postjobfree.com

562-***-****

Executive Summary

Customer Service and Project Management professional with extensive

experience in manufacturing, e-commerce, financial services, non-profit,

and telecommunications industries. Recognized for ability to:

. Build and retain Fortune 100 client & consumer relationships through

exceptional customer service.

. Facilitate customer diplomacy within various private, public & foreign

enterprises.

. Oversee multiple projects adhering to key metrics, timelines and

budget restraints.

Relevant Experience

AMAZON.COM, Kennewick, WA August

2012 - June 2013

Customer Services Manager

. Inspire and develop 33 Customer Service Associates and 3 Supervisors

to exceed contact Service Levels.

. Ensure unsurpassed customer experiences in Amazon Interactive Video,

Application Store and Retail/.Com

. Promote pro-active customer and internal cross-functional

communications related to the achievement of greater than 98% customer

satisfaction.

. My team was recognized for the Washington Site's best customer

satisfaction ratings in Q4 2012 and Q1 2013.

. Serve as Customer Service Point of Contact for several new product and

service launches.

. Conceived of and initiating a green project having the potential to

save over $50,000 in a lean environment.

VERIZON BUSINESS, Santa Ana, CA

2011 - 2012

Service Program Manager, Global Enterprise Solutions

Responsible for overall customer satisfaction and surpassing profitability

criteria.

. Strengthened relationships with client IT and Telecommunication

executives in scheduled contract governance reviews.

. Attained the highest percent (161%) customer efficiency engagement

through training and consultations to utilize on-line applications for

routine service and maintenance.

. Exceeded target in the Business Customer Paper-less Adoption

initiative by transitioning to electronic invoices.

. Oversaw contract commitments and Service Level Agreements for

profitability and to maximize client incentives.

. Assigned and trained as a SAP Project Management Code Owner, resulting

in the efficient use of internal resources.

AMERICAN EXPRESS, Los ngeles, CA

2002 - 2011

Manager, Account Development, Global Commercial Card

Responsible for the presentation and implementation of revenue growth

strategies for over $200MM. in business.

. Consulted with corporate C-level clientele on contract negotiations,

process improvements, Expense Management, profit enhancement and

training, resulting in 100% average profitability across account

portfolio.

. Consistently attained 100% profitability targets by negotiating

mutually beneficial contract agreements.

. Achieved 120% of 2010 Global Corporate Card goals through year-over-

year increase in portfolio revenue.

. Recognized as the 2008 regional leader in negotiating client retention

contracts for over $60 million.

. Awarded the 2009 Executive VP recognition for "significant" successful

business contributions.

. Facilitated pro-active customer and internal cross-functional

communications to exceed targets.

. Appointed the American Express delegate for the 2010 Center for

Hispanic Leadership Summit.

EATON CORP., Costa Mesa, CA

2002

Manager of Customer Services, Pilot & Cockpit Controls Division

Managed customer marketing, quotations, pricing, order entry and repair

tracking. Customers included Boeing, Airbus & Lockheed-Martin. Responsible

for performance and development of 6 Account Managers & call center.

. Promoted pro-active customer and internal cross-functional

communications related to the achievement of On-Time-Delivery targets

(+90%) & customer satisfaction (+92%).

. Re-invigorated the formal customer complaint & escalation processes by

obtaining cooperation from manufacturing and engineering development

leadership to allocate resources.

UNITED STATES PEACE CORPS, Nicaragua

1999 - 2001

Program Director, Crisis Corps

Created project assignments in conjunction with government & non-profit

agencies.

. Developed new business & project relationships with 12 development

agencies. (CARE, Save The Children, Ministry Of Health, Partners of

the Americas, etc.)

. Managed and coordinated 33 contracted specialists in disaster

preparation, business development, health improvement, water

sanitation, re-forestation and construction.

. Designed the Peace Corps Nicaragua Emergency Action Plan (EAP) in

partnership with the US Embassy in Nicaragua and the Peace Corps

program in Honduras.

. Expanded geographic & programming scope of Peace Corps Nicaragua

operations.

. Consulted with a micro-credit loan agency to improve processes and

enhance effectiveness in promoting sustainable business practices and

policies.

. Co-Founder and elected President of a small business project in

Honduras which achieved 108% ROI

. Attained the 2008 Peace Corps' Franklin Williams Award for sustained

development efforts.

DECISIONONE, Brea, California

1998 - 1999

Sales Support Engineer

Created responses to Request for Proposals and Quotes (RFPs & RFQs) to

service and support large and mid-range computer systems.

. Consulted with sales teams on effective methods to create and propose

IT service and support contracts.

. Accompanied Sales reps on client appointments to discuss technical

details about DecisionOne's suite of services.

ELECTRO SCIENTIFIC INDUSTRIES, Santa Ana, CA

1996 - 1998

Manager, Customer & Field Services

Managed budget of approximately $400,000 and equipment base of $88MM.

Directed activities of 13 Customer Service Representatives in the U.S.,

Asia and Mexico.

. Coordinated with Sales, Accounting, Manufacturing and Development

depts. in resolving customer & product quality concerns, new product

launches and training.

. Engaged customers in billing resolution, order-entry and Crisis

Management to ensure 100% Customer Sat score.

. Increased (>100%) profitability of service operations through pro-

active service and parts allocation processes.

Education

Masters, Business Administration, Pepperdine University, Malibu, CA

B.S., Electronics/Computer Engineering, California Polytechnic University,

Pomona, CA

Certifications

I.T. Infrastructure - Service Management Certification 2011

Activities

Adjunct Instructor of business courses - California Int'l. Univ. & Rio

Hondo College

Authored two nationally published articles on foreign development

experiences

Contact this candidate