Member Services Team Lead

Mark T. Stone

*** ********* ***.

Santa Cruz, CA 95062

*****@**************.***

Stonehouse Management / Fireball Silkscreen - Santa Cruz, CA June, 2012 – Present

Owner / Designer

I am the owner and single employee for a silk screen business start up I personally design and print using Photoshop. I am local poster artist and Music Manager in Santa Cruz. I put on local rock shows and develop all printed materials used, as well create merchandise for each act. Philosophy Talk / Ben Manilla Productions – San Francisco, CA February, 2005 – January, 2017

Live Technical Engineer

I have been the board operator for all the live show broadcasts from San Francisco (KALW) for ten years. I made sure all live and recorded elements are delivered in a professional manor. This public radio show can be heard live and is syndicated to several markets around the nation. This program was produced 2 Sunday's a month.

Lending Club - Sunnyvale, CA

September 2007 – June 15 2010

Member Services Support Manager

Lending Club is a cutting edge peer to peer on line lending company. I was responsible for developing and managing the member services team. Also, I implemented Sugar CRM support tracking system as well as created all of the process and procedures for this department. I was responsible for the hiring and managing a team of three and all reporting pertaining to this department.

Seagate / Evault - Emeryville, CA

December 2005 to September 2007

Technical Support Administrator

My role at Evault was as a Level 2 team lead. I managed a very busy email phone / phone queue and I assigned tickets according to load balancing and skill levels. I maintained the work schedule and generated the support statistics used for weekly meetings and managed the relationship with the afterhours call center / second level on call support teams. Contivo - Mountain View, CA

February 2001 to November 2001

Support Development

I was brought into Contivo to help coordinate their support team. Most of my responsibilities included managing the outsource support relationship as well as developing and implementing our web based customer support systems. Because Contivo was a start up, I had to wear many hats, and my role was not only limited to support. Contivo provided Enterprise Integration Modeling for some of the largest companies in the U.S. And Worldwide: Agilent, Sap Markets, Lucent, Hewlett Packard, and Hitachi just to name a few. QRS - Richmond, CA

July 2000 to February 2001

Second Level Technical Support Team Lead

This was a second level team lead position. My team supported technical issues for a major provider of B2B services. This involved coordinating SOP/FLOWs for our support teams and with our partners. My responsibilities also included project planning as well as coordinating new releases and/or changes with AT&T and IBM.

Microsoft - Mountain View, CA

June 1998 February 1999

Team Supervisor

Responsible for several transitional programs related to the acquisition of WebTV Networks, Inc. by the Microsoft Corporation in June of1998.

Created billing work flows and escalation points for our out-sourced Customer Care division, MCI WorldCom.

Managed and trained a team of six. This team was responsible for maintaining customer contacts and phone queues.

My team was responsible for documenting, communicating on site training and all billing SOPs / FLOWs and software release specifications to our primary partner, MCI WorldCom. Responsible for the resolution of complicated legal Issues. This Included working with the Better Business Bureau as well as different Attorney General’s nationwide. My team represented billing concerns and trends in the form of detailed reports to primary developers and technical managers.

Microsoft - Palo Alto, CA

July 1997 June 1998

Transitional Partner Support Team Leader

My team was responsible for transition of our on-site call center to MCI Worldcom, responsibility including the hiring and training of several hundred agents. Involved in the training and supervision for both call centers in Winchester, KY and Pinellas Park, FL

I taught 200 hours of training sessions for both centers. Developed workflow and escalation points for customer care issues. I developed two way work flows and escalation points for our licensee’s.

(Sony, Philips and Mitsubishi)

Education:

1984-1986

Northeastern University Boston, MA

Broadcast Communication

2003-2005

San Francisco State University

BA in Radio and Television

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