Customer Service Quality Assurance

Mark Partis

Email: abpbju@r.postjobfree.com

Address: **** ****** **.*** ***

City: San Antonio

State: TX

Zip: 78240

Country: USA

Phone: 210-***-****

Skill Level: Entry

Salary Range: 50

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Mark Partis

6101 Whitby Rd. Apt 311

San Antonio, TX 78240

P: 210-***-**** abpbju@r.postjobfree.com

Professional Summary

ACCOUNTING / FINANCE

Dynamic and multi-faceted professional, with a demonstrated history of delivering excellent customer service through effective team leadership and quality assurance. Excellent communication and interpersonal skills; interacts with all levels of management, direct reports, customers, and clients to meet goals and exceed expectations.

Strengths include:

Operations Quality Management Accounts Payable Receivable Problem Resolution

Supervisor Team Builder Staff Training Interpersonal Communication Skills

Professional Experience

AFFILIATED COMPUTER SERVICES San Antonio, TX 2008-2009

Supervisor, Workforce Analyst, and Technical Care Representative

Supervised a team of 18-agents that provided technical support and customer service to T-Mobile cellular phone customers. Oversaw scheduling, attendance, and training of personnel.

Improved team performance metrics, including quality scores, AHT, ACW, hold times, and adherence to personnel breaks, lunch, and punctuality.

Enforced Real Time Adherence (RTA); produced hourly reporting of staff punctuality, attendance, and break schedules.

Monitored CMS and IEX to identify high volume call times and allocate resources appropriately.

Infonxx San Antonio, TX 2008

Customer Service Representative

Provided information assistance to callers, including telephone numbers, movie times and listings, and local time. Delivered information efficiently and accurately.

Consistently met and exceeded quality scores, achieved an average 22 second AHT, with the requirement being 35 seconds, and fielded 100-160 calls in an hour.

Advantage Rent-A-Car San Antonio, TX 2007

Reservation Specialist II

Managed the overnight shift; fielded customer requests and problems, booked reservations, and matched availability of vehicles in conjunction with customer requirements.

Coordinated Roadside Assistance program, facilitated resolving mechanical issues and delivering operational automobile to customers.

Generated $80,000-$90,000 in sales volume monthly.

(continued)

Mark Partis, 2

P: 210-***-**** abpbju@r.postjobfree.com

PROFESSIONAL EXPERIENCE CONTINUED

Caremark, Inc. San Antonio, TX 2001-2003

Web Support Representative III

Fielded customer questions and concerns related to prescription benefits coverage.

Provided technical support and direction on accessing or locating resources online.

Participated in website responsiveness and enhancement projects; tested multiple ways of resetting passwords, identified and implemented best option.

Received written and verbal acknowledgements for exercising excellent customer service.

Kelly Assisted Living Albuquerque, NM 1998-2001

Client Services Supervisor

Coordinated home healthcare resources, assigned and tracked employees to clients. Maintained a database of 100+ healthcare professionals and 100-150 active clients.

Updated healthcare files with time card and office information.

Maintained accounts receivable and payable; followed up on past due payment and worked with collections to recover funds.

Double Cheese Corporation (Wendys) Albuquerque NM 1996-1997

Manger

Maintained operations of a $1.5 - $2 million annual revenue franchise, including hiring employees, inventory management, payroll, cash reconciliation, deposits, and facilities management. Managed a staff of 12-20 that oversaw proper sanitation, preparation, and customer service. Ensured compliance of corporate rules and healthcare industry regulations.

Restructured operations and improved profitability from 25-50% within 30 days of oversight.

Academic Background

University of the Incarnate word (2012)

Bachelors of Science in Business Administration in Accounting

NORTHWEST VISTA College (2005)

Associates of Science in Mathematics with a minor in Chemistry

Additional Information

CERTIFICATION: Certificate of Completion, Eligibility to run McDonalds, Hamburger University, 1995 Certified with VITA for the 2011 tax season at the intermediate level.

Achievements: Eagle Scout Awarded, Whos Who Among High School and College, 1989, 1990, 1991, 2001 United States Navy, 1993-1995

Computer Skills: MS Office Suite, Access, Works, WordPerfect DOS HTML, XHTML Norton/McAfee Anti-Virus Mac OS X QuickBooks Pro Quicken SMTP Windows 2000 Workstation, NT, ME, XP, Server

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