Mark Edelman

***** ******** *****, **** *,

Cupertino, CA 95014

925-***-**** / ad1987@r.postjobfree.com

Experience:

Contact Center Consultant

Self-Employed Sept, 2015 – Present

Provides consulting services for contact centers in the Financial Services Sector and for a variety of small businesses. Conduct current state assessments for the client contact centers. Provides a road map for improvements. Assists with hiring, training and development of the staff, refine service effort, develop monitoring and coaching programs, implement new technologies, and assist with remote agent programs.

Stanford Federal Credit Union

Vice President Digital Member Services Dec. 2014 – Sept. 2015

Responsible for the Contact Center, Card Service, and E-Branch. Focused on creating a superior member experience and an outstanding work environment for the service teams. Assessed and leveraged new technology to enhance the ability to service members. Created a multi-channel offering to meet the expectations of our members. Provided the opportunity for employees to offer financial solutions to meet our members' needs. Turned around an under-performing center and achieved an 80/20 service level in a few months time.

1st United Services Credit Union

Vice President, Member Contact Feb. 2012 - Oct 2014

Responsible for the member services contact center and for all electronic channels of contact for the credit union's members. In addition to managing the PBX and ACD, I was directly responsible for adding a click-to-call option for our website and mobile applications. As well as providing an option for members to opt for a call back rather than waiting in queue, and the addition of a live chat channel. Turned around a poor performing call center and improved performance to 80/20 service level. Dramatically improved sales performance of the center from less than $200K each month in funded loans to over $1M each month in funded loans.

Tempo Payments

Director of Customer Operations. Aug. 2010 – July 2011

Responsible for the development and management of a start-up Customer Service function for a new private company that specialized in decoupled debit cards. Responsibilities include developing the customer service approach, hiring and training staff, and developing metrics to measure performance. Effectively handled the growth from a few cardholders to over 100,000 cardholders in a 90-day period.

Zojio Technologies, Inc

Director, Client Service Aug. 2009 – Aug, 2010

Responsible for the development and management of a start-up Client Service function for a new private company. Zojio sells copiers and printers, and is focused on managed print solutions for our clients. Developed a customized approach to service the clients.

Official Payments Corp.

Director, Customer Service Jan. 2000 – May 2009

Responsible for the development and management of a start-up Customer Service function, for a new public company. Maintained a 90/30 service level. Developed operating procedures, performance metrics, and career tracking for the service employees. A staff of 21 employees handled a call volume of 1,500 calls per day. Customer Service staff generated 4% of the company's annual revenue. Managed annual IRS project utilizing over 80 temporary employees to handle over 30,000 calls in a 10-day period. Managed transition of the center from California to Alabama.

Education: Bachelor's Degree - Business Management - California Pacific University