Mark C. Dupont

*** ********* ***** . *******, *********** 39110 . T: 601-***-**** .

abhv2w@r.postjobfree.com

Customer Service Executive Officer

Qualifications Profile

. Dynamic executive management professional with broad and deep

experience in client services, customer service management, call

center management, and business development.

. Well versed developing innovative solutions that drive increases in

productivity and cost savings.

. A record of preparing and managing department budgets ranging from

$2 million to $4.5 million.

. Regarded for the ability to coordinate the successful execution of

complex projects with multiple milestones.

Core Competencies

Revenue Growth Merger Analysis Training

Budget Administration CSR Management Process Improvement

Business Strategy New Business Development Financial Management

Chronology

(Early career through today.)

sallie mae SERVICING CORPORATION, Herndon, Virginia and Lynn Haven, Florida

1989 - 2004

As Senior Financial Analyst (1989 - 1990), accurately reconciled daily and

monthly cash activity for third-party clients.

As Service Coordinator for Lender Relations (1990 - 1995), instrumental in

providing technical assistance to clients with student loan portfolios that

were originated and serviced by the company. Collaborated with new clients

to define and clarify customized servicing requirements. Provided integral

oversight of all daily servicing, promptly researching and resolving issues

for a roster of 17 key clients. Compiled, prepared, and delivered month-

end reports to all clients.

As Manager of Acquisitions / Settlement (1995), charged with the purchase

of student loan accounts from over 300 portfolios, with total monthly sales

reaching an average of $178 million. Exercised signing authority of up to

$5 million per sale, with responsibility for final review and approval of

all sales.

As Manager of Records Management (1995 - 1998), tasked with the accurate

processing of online adjustments to approximately 221,000 student and

private loan accounts each month, with responsibility for a budget of $2.7

million. Leveraged superior industry knowledge and analytical expertise to

interpret and apply changes resulting from disputes filed with credit

bureaus, Better Business Bureau complaints, and inquiries from legal

representatives and court officers.

As Document Capture and Retention Manager (1999), directed the efforts of a

team of up to 75 personnel, working in shifts to accomplish the efficient

conversion of 7,400+ pieces of mail to electronic format on a daily basis.

Exercised responsibility for an expense budget of $1.5 million. Ensured

that all digitized correspondence was accurately routed to each

department's online processing queue. Provided for the secure storage of

all original application and promissory notes, fulfilling document requests

to various agencies as warranted. Coordinated the pickup of all outbound

mail, ranging from 23,000 to 47,000 pieces.

As Call Center Operations Manager (2000 - 2004), supervised a staff of up

to 110 call center specialists in a 450-seat virtual call center, for this

multibillion dollar originator and servicer of federally insured student

loans. Administered periodic performance evaluations of all supervisors

while reviewing staff evaluations and overseeing the implementation of

disciplinary efforts. Successfully met or surpassed all corporate

standards governing daily call volume and workflow management, while

administering a budget of $4.5 million. Produced forecasts of anticipated

trends in call volume to guide critical decisions regarding staffing

requirements, to proactively meet dynamic changes in customer inquiries.

. Fulfilled a primary role in the implementation of new call center

technology, to support the conversion of 50 new private student loan

programs, holding accounts worth $6+ billion.

. Provided subject matter expertise critical to the migration from a

paper environment to ImDoc, the 1st major imaging application in the

financial sector, granting access to 400 million electronically-

stored documents.

. Provided subject matter expertise on process workflow, essential to

reducing the 7-day loan origination process to just 24 hours. Also

guided the team in the changeover from data entry to a web-based

data delivery system.

. Integrally contributed to team that consolidated student loan

information into a single database, so incoming calls would be

automatically routed to the first available representative across

four call centers.

. Consolidated the Records Management Departments in each servicing

center in several different states into 1 department located in PA.

JP MORGAN CHASE (formerly Collegiate Funding Services, Inc., formerly

SunTech, Inc.), Madison, Mississippi 2004 - 2006

As Director of Loan Originations (2004), recruited to develop and launch

the student loan origination department, which involved evaluating and

selecting an appropriate origination platform, developing staffing

requirements, and confirming the establishment and validity of all

necessary contracts with key partners. Position scope further encompassed

managing quality control of the origination consolidation process.

As Private Loan Project Manager (2004 - 2005), served as the administrator

of the private student loan program for JPMorgan Chase. Researched and

identified necessary changes to loan programs, defined servicing

requirements, and established the framework for the successful launch of

all origination and servicing operations.

As Customer Service Director (2005 - 2006), exercised supervisory authority

over a team of 52+ professionals providing accurate and informed guidance

to customer inquiries and ensuring the prompt resolution of all student

loan account issues. Managed a customer service department budget of $2.8

million.

. Achieved consistently high quality metrics, including an only 4%

abandon rate and the majority of issues resolved in a single call.

. Consistently captured audit ratings in the green range, representing

numerical scores between 94% and 100%, constituting a marked

increase from the yellow and red range. Focused on quality control

in call interaction.

. Upheld a 20-second standard for response time to customer inquiries,

and required supervisors to observe representatives' performance

regarding tone of voice, quality of interaction, and overall

knowledge.

. Redesigned quality control monitoring criteria and feedback

structure to more strongly position the staff to consistently meet

and exceed department goals.

BEEF O'BRADY'S FAMILY SPORTS PUB, Madison, Mississippi

2006 - 2009

General Manager, Owner, and Operator

Pioneered the launch of this highly successful 180-seat dining

establishment, supervising a team of 35 professionals in the provision of

unsurpassed levels of customer service. Expertly directed all facets of

Front-of-House and Back-of-House operations, ensuring strict compliance

with corporate standards of service, quality, and ambience to guarantee a

memorable dining experience for all customers. Achieved annual revenue of

$880,000 through effective online and traditional marketing.

. Optimized the establishment's seating capacity to more closely align

it with the kitchen's production capacity, which proved essential to

reducing food delivery time to the guest, and overall enhancing the

guest experience.

. Dramatically reduced food cost inefficiencies by tightening

management controls in the kitchen and food preparation areas, and

by standardizing and controlling food portions.

. Increased catering and carry-out revenue 10%-15% by building the

restaurant's online presence on email, Facebook and Twitter.

Orchestrated traditional advertising, particularly surrounding

professional sports.

COSMICH, SIMMONS & BROWN PLLC, Jackson, Mississippi

2009 - Present

Project Consultant

Fulfilled a critical role transforming thousands of documents related to

class action toxic tort litigation into electronic format for this

prominent law firm. Diligently reviewed files to identify, filter, and

summarize non-privileged litigation documents. Developed protocols and

search criteria for the most effective identification and use of these

documents. Assembled batches of relevant materials for shipment to imaging

vendors. Leveraged superior organizational skills and subject matter

expertise to perform quality control checks on all batches and provide key

assistance with respect to the proper use of the software.

. Envisioned, developed, and implemented procedures designed to make

the most efficient use of database software, streamline workflow

processes, and dramatically boost productivity.

. Recommended a series of ergonomic techniques for the team, to

facilitate the bulk review of voluminous documents.

Education & Credentials

Bachelor of Science in Business Administration, Radford University,

Radford, Virginia

Myers Briggs Type Indicator (MBTI) The Imaging Document System (ImDoc)

FrontLine Leadership Training Situational Leadership Training

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