Customer Service Sales
Resume:
Tyler, Texas *****
***********@*****.***
Mark Hutchins
Objective
To continue a successful career in management by using my
strengths, skills and experience in management, people skills,
customer service skills and marketing skills. To enhance any
working environment, the customer experience, employee
productivity, company's bottom-line and team work by exceeding
any goals and expectations defined.
Skills
Knowledgeable and education in Information Technology, People
skills, Management Skills, Communication and problem solving
skills, Development and Motivational skills and other sundry
applications such as Excel, Word, Power Point, Access, Outlook.
Education
University of Texas at Tyler - BS in Computer Science
Experience
Electric Cowboy - (4/2010 - Currently)
(Bartending)
. Providing outstanding customer service through communications with
customers, co-workers and management,
. Communicating with co-workers quickly and accurately about over-served
customers and minors.
. Memorization of customer's names and their drinks and maintaining
accurate credit card taps.
. Multi-Tasking abilities
. Speed and Efficiencies
. Up selling abilities in increase sales
. I enjoy talking and entertaining customers
.
.
. .
Suddenlink Communication - (2/2007 - 4/2010)
(Operations Site Manager)
. Over-see daily call center operations; including Sales, Retention and
Accounts Services departments.
. Responsible for on-boarding training, career development and career
path/performance plans for my direct supervisors.
. Provide feedback to supervisors and their team's performance
opportunities, feedback with each training class for any necessary
adjustments to curriculum and upward feedback to our upper management
and corporate marketing departments.
. Set employee performance goals and expectations that mirror the
organization's budget/goals.
. Involved in job fairs, interviewing process, employee evaluations,
reviews and corrective actions and terminations.
. Forecasting call volume and employee schedules.
. Manage to forecasts and budget models to achieve the company's monthly
and quarterly goals. This would include new sales, transitional sales
and call center's KPIs.
.
. Mark Hutchins
. Suddenlink Communications - Continued
. Manage and track team's attendance, adherence, quality, sales and all
other business metrics in order to ensure we are providing the best
customer service experience.
. Develop new and revised Policies and Procedures. Sharing best
practices with other management members.
. On-going involvement to improve the effectiveness and efficiency of
the customer's experience.
. Involved in developing and implementing incentives in order to
increase sales or other call center metrics needing improving.
. Resolve escalated customer issues/concerns assigned by our corporate
offices.
. Project management - Manage new system updates, campaigns/marketing
plans.
. Knowledgeable Applications Hi-path, Blue Pumpkin, Aspect, eWFM,
Siemens and Aspect and Siemens phone switches.
Nichols Plastics (2/2004 - 1/2007)
(Owner/General Manager)
. Troubleshoot and maintain hydraulics and electrical components of
machinery
. Manufacture custom plastics products such as clothes hangers, PVC
fittings and nursery containers.
. I purchased the business with two customers and increased the
customer base to a total of 8 customers.
. Increased revenue by 120%.
. Sold business and took my profit before the economy and fuel costs
began too challenging and would have reduced profits.
Cebridge Connections (Buford Television) - 4/1992 - 2/2004
5/2000 - 2/2004 - Operations Manager
. Manage call center daily operations, including workforce
responsibilities as in Forecasting and Schedules - Knowledgeable
Applications Hi-path, Blue Pumpkin, eWFM, Siemens and Aspect phone
switches.
. Involved in job fairs, interviewing process, employee evaluations,
reviews and terminations.
. Employee performance goals setting, coaching and development,
motivation involvement.
. Manage 9 supervisors directly.
. Billing system migrations - CSG and Convergys
. HSD upgrades and maintenance implementations
. Handle escalated customer issues.
. Responsible for facilities; maintenance and safety issues.
4/1992 - 5/2000 - IT Analyst/Developer
. Develop applications using languages; RPG-ILE, Visual Basic, JAVA,
HTML and ASP.
. AS400 platform
. Developed interfaces to PPV equipment, Qualcomm Satellite Dispatching
System and the billing platform.
. Managed billing conversion from the company buying other cable
companies.
. Network security, System PTFs and Patches
. Disaster Recovery Plan
. Outlook, Email, Networking
Owner - Self Storage Facilities - March/1996 - September/2003
Built/Owned two self storage unit facilities - Whitehouse and Tyler. Sold
for profit.
Hobbies/Other Interests
Referee sub-varsity basketball for the Tyler Area Chapter
Involved with the Tyler Junior Achievement Program, Tyler Teas.
Contact this candidate