Mark Cansler

*** ******* ******

Fairfield CA ***33

707-***-****

Key Qualifications

Self motivated, able to set effective priorities and implement strategic plans to achieve goals and to meet deadlines.

15 + years of management experience in a customer service environment with a proven track record of leadership success including creating cultures of top performers and high employee morale.

Able to present and communicate across all levels within an organization.

Create, Implement, and manage processes and procedures.

Managing internal, cross-functional teams (Full time, Part-time, Contract, Union and Temporary employees)

Extensive knowledge of union contracts and handling grievances.

Interview, hire and train best-in class customer service personnel.

Expert in creating development plans which advise Supervisors & associates of their performance.

Manage and develop relationships with vendors and provide ongoing training and communications.

Customer Care Center Business & Systems Processes

Managing internal, cross-functional and remote teams (Full time, Part-time, Contract, Union and Temporary employees)

Start-up and restructuring departments – private companies

Write, facilitate and maintain processes and procedures

Script and Survey creation, collection and result reporting that improve customer interactions while standardize customer service within the company’s guidelines and policies and maximizing the number of interactions each agent handles.

Defining operational goals and manage performance metrics to drive productivity and promote excellent service.

Experience managing a customer centric call center that handles calls from individual consumers.

Ability to work under pressure, juggle multiple projects and handle the unexpected

Employment History

Customer Service

Kb Home from 2020-2023

I was responsible for scheduling subcontractors, evaluating the subcontractor’s work and completing warranty claims for both active and closed out communities. I also carried out homeowner orientations and follow-up with homeowners periodically at designated times.

• Facilitate warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.

• Manage CSI for assigned communities (active as well as closed out).

• Maintain a CSI of 98% or above.

• Explain KB Home’s Limited Warranty to homeowner.

• Schedule and complete post close visits at 10 days, 30 days, 60 days, 6 months, 11 months & 18 months

• Conduct quality walks on each home to ensure KB Home standards are met.

• Attend and participate in weekly team meeting to ensure all goals are met.

Customer Service Manager

Fidelity National Home Warranty from 2018-2020

I was responsible for leading the customer service department to achieve the company objectives.

Plans and direct activities of customer service teams to meet the needs of customers and support company operations.

Developed procedures, established standards, and administered activities to assure accurate order entry, and timely delivery of products to customers.

Responsible for effective response to customer requests, problems, and special needs.

Worked closely with marketing and sales, dispatch, purchasing and vendor relations to reduce order cycle times and improve fill rates while controlling the cost of serving customers.

Directed and controlled receipt of orders and their release to warehouse or directly to client

Established and monitored customer service performance standards

Developed and maintained order management plans for key customers

Managed promotional campaigns, return goods, and service programs

Develops processes to identify customer problems and resolve them expeditiously and efficiently

Supervised and trained customer service supervisors and representatives.

Partnered to align the customer service department policies and systems with the Company’s objectives.

Sales Manager from-2016-2018

Big Boy Motors LLC

I was responsible for coaching and developing Sales Consultants to achieve goals as well as to ensure profitability through correct use of systems and processes. Key responsibilities include fostering exceptional customer service, developing Sales Consultants, and participating in recruiting and hiring to fuel company growth.

•Creating the annual dealership sales forecasts by estimating total vehicle sales, gross and operating profits as well as expenses for the sales departments.

•Meeting with the management team to plan and implement objectives for achieving sales and gross profits.

•Hiring and monitoring the performance of the sales representatives, holding weekly sales meetings and conducting sales training.

•Overseeing standards for displaying and merchandising of vehicles as well as reviewing and initialing all promotions before they are finalized.

•Coordinating the appropriate supply of vehicles and ordering/acquiring vehicle inventory accordingly.

•Meeting monthly with the dealership’s owners to review forecasts and profits for each department.

•Working directly with the management team on making recommendations on both short and long-range advertising plans, sales promotions, staffing needs, lease promotions and compensation plans.

•Attending to customer complaints, ensuring that a high level of customer satisfaction is obtained.

•Auditing all appraisals of vehicles.

Call Center Manager: from-1998-2016

Verizon Communications Inc.

I directly managed 10 front-line team leaders who were responsible for meeting revenue/sales quotas, quality objectives, personnel issues, and cost measures with over 150 consultants being supervised in a call center

Responsible for the direction and leadership of revenue generation and the development and implementation of strategic revenue plans.

Developed and implemented quality customer service strategic action plans.

Directed front-line supervisors with analyzing, measuring, and identifying, improvement opportunities.

Drove and lead management team with reviews of root cause analysis of customer complaints and identifying areas for team improvements.

I developed teams through coaching, advising and monitoring. Documented and tracked all performance metric results for team improvements.

Established and monitored customer service performance standards

Analyzed performance results, KPIs, prepared reports that track performance and identified areas of opportunities.

Ensured that all cost factors such as Average Handling Time, Adherence, Call Work, and Attendance, were kept with company standards.

Conducted monthly/quarterly/annual performance reviews.

Provided regular feedback to supervisors and representatives on individual performance.

Reviewed calls and results, identified areas of opportunities and addressed through coaching.

Coached, developed, motivated, trained, and supported the customer service team to meet and exceed call center objectives.

Held grievances with local bargaining unit leaders.

Attended arbitration hearings.

Conducted interviews and made selections for hiring new supervisors and associates.

Worked closely with other departments to share best practices and resolve customer concerns.

Maintained relationships with vendors and ensured all company policy and procedures were followed.

Education and Certificates

BS Business Management Peirce College

Additional Training and Skills

ACD • Avaya Platforms • Workforce Management Systems • SalesForce • SKYPE • Excel • Word • Access • Internet Explorer • Outlook • PowerPoint • Adobe Pro • Microsoft Dynamics CRM / AX / ERP • Zendesk

OSHA •EEO• Union Employees• Disciplinary Guidelines •Company Safeguards • Train-The-Trainer

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