Customer Service Call Center

Devon Mark

Jacksonville, FL ***** 904-***-**** ****.*****.*******@*****.***

PROFESSIONAL SUMMARY

Teambuilding and Leadership

Staff Training and Development

Customer Service Excellence

Complaint Resolution

Customer Relations

SKILLS

Financial Services

Banking

Investment Planning

Wealth Management

Regulatory Compliance

WORK HISTORY

DEPOSITS SUPERVISOR 04/2020 to 05/2022

ALLY Bank

Managed team of up to 15 contact center associates

Supervise effective working of production personnel and prepare effective production schedules and ensure compliance to all company policies

Manage and prioritize all production processes and implement all production plans

Maintain quality service by analyzing designing and enforcing policies and procedures

Provide team goal setting performance management and annual evaluations for call center team

Identify all issues in team and provide continuous support to all members according to operating standards

Responsible for handling escalated cases/customer concerns and providing resolution through phone, email, secure message, and chat channels.

Devon Mark – Resume Page 2

DEPOSITS TEAM LEAD 11/2019 to 04/2020

ALLY Bank

Helped monitor recorded calls for quality

Retrained associates whose calls scored a 2 or below on procedures, customer service expectations, basic claim info, and related technology

Served as acting call center supervisor when the center manager/supervisor was unavailable

Took over calls that the associates struggled with and was able to solve the problem 92% of the time.

CUSTOMER SOLUTIONS AGENT COLLECTIONS 08/2018 to 11/2019

ALLY Financial

Responsible for completing detailed repossession summaries and assisting repo analysts and outside companies to secure collateral where customers are reluctant to resolve the delinquency

Mitigates company losses by negotiating payment arrangements on severely delinquent accounts while offering assistance such as extensions and loan rewrites when necessary

Takes necessary steps to verify payment information on repossession cases, ensuring no erroneous repossessions occur lowering overall company potential liability.

REGISTERED REPRESENTATIVE 12/2015 to 04/2018

Voya Financial

Proactively handled fixed/variable annuity products

Conduct strategy changes

Place trade instructions for final/partial reallocations associated with mutual funds/ variable annuities

Promptly address customer concerns both through inbound phone calls, and emails

Assist in the sales and issuing of new policies and accounts while communicating agent and customer needs with the new business department.

SENIOR ADVISOR 05/2015 to 12/2015

Convergys Corporation

Troubleshoot complex issues while providing exceptional customer service

Took high volume of calls in a high-pressure call center committed to meeting service level metrics

Proactively identify customer concerns, while providing guidance.

EDUCATION

BAA Business Administration EXPECTED IN 06/2025

FSCJ, Jacksonville, FL

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