MARK KAPLAN

***** **** ***** ** *********, FL ***79 813-***-****

adhvv8@r.postjobfree.com

SUMMARY

Steady leader with optimistic presence. Able to take direction and motivate. Goal oriented and career minded.

Proven success in Corporate Internal Auditing, Quality Assurance, Finance, and Customer Service functions.

EDUCATION

Remington College-Tampa, Fl. 07/12/2002-01/21/2006

• Associate Degree in Digital Graphic Arts,

• Bachelor’s Degree in Business Management

• Graduated with Honors

• Perfect attendance for three years in a row

EXPERIENCE

Trulieve Medical Marijuana Dispensary Clearwater, Fl 05/10/2019 – Present

• Workforce Management Analyst 05/10/2019 – Present Provide intraday reports to management and communicate reasons for variances with recommendations to improve performance. Managed quality assurance by reporting favorable or unfavorable service percentage through the use of financial and analytical data snapshots to determine increase or decrease workflow needs based on forecast volume of service. Scheduled calendar events and meetings with associates and their supervisors during favorable service levels. Tracking and approving time clock punches, as well as correcting missed time punches, and payroll resolution. Terminix Termite & Pest Control Tampa, Fl 02/25/2013 – 01/31/2019

• Real Time Scheduler 06/01/15 – 01/31/2019

Reduced need for overtime by auditing and monitoring workflow activities in real time network. Managed quality assurance by reporting favorable or unfavorable service percentage through the use of financial and analytical data snapshots to determine increase or decrease workflow needs based on forecast volume of service. Scheduled calendar events and meetings with associates and their supervisors during favorable service levels.

• Branch Liaison 01/11/15 – 05/29/15

Promoted from Commercial CSR to Branch Liaison for leadership qualities and professionalism. Received inbound & made outbound calls to resolve customer escalation cases and achieve customer retention. Communicated one on one internally with the local offices to improve business performance. Interfaced with management and accounting to assist with price adjustments while maintaining customer service satisfaction.

• Commercial Customer Service Representative 07/13/14 – 01/11/15 Promoted from Residential CSR to Commercial CSR for outstanding customer service satisfaction and professionalism. Received inbound calls and delivered quality customer satisfaction by achieving one call resolution in a commercial business environment. Received award recognitions for perfect attendance and for assisting in handling escalation requests.

• Residential Customer Service Representative 02/25/2013 – 07/13/14. Received inbound calls and delivered quality customer satisfaction by achieving one call resolution. Maintained #1 status out of 200 customer service representatives for two months straight. Received award recognition for highest lead percentage in the Tampa contact center. Luggage Service & Logistics Tampa, Fl 01/01/2012 – 02/23/2013

• Dispatcher/Baggage Claims. Responsible to dispatch and designate drivers to collect and deliver lost & misplaced luggage from Tampa International Airport. Proven to exhibit superior multi task ability in the supervision of the drivers, while maintaining the highest level of Customer satisfaction.

United States Postal Service (USPS) Sarasota, Fl 07/05/2010 – 01/10/2012

• Proven track record as a detail oriented, customer service driven Rural Carrier Associate. Excellent organization skills & ability to multi task and maintain delivery of all mail, parcels, and guaranteed mail in a timely fashion. Cintas Corporation Tampa, Fl. 06/16/2008 – 06/25/2010

• Results oriented Plant Partner. Responsible for on time preparation and organization of products to be distributed to sales accounts, ensuring customer retention and sales growth. Certified Forklift Operator.

Target Department Store Brandon, Fl 12/05/2006 – 06/10/2008

• Sales Team Member with a creative ability to solve complex problems involving products and customer service issues. Strong leadership skills helped motivate peers in efficiently rebuilding, cleaning & setting product & display transitions. SKILLS

• Verint/Blue Pumpkin Workforce Management Software

• Calabrio Workforce Management Network

• Time keeping & Payroll

• MS Excel

• MS Power Point

• MS Word

• MS Front Page

• Dreamweaver

• Image Ready

• Business Math & Calculations

References and Awards Available on Request