Senior IT and Customer Service Leader

Mark Olsen

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

San Antonio, TX ****4

***/***-**** (M)

OBJECTIVE

A position dedicated to maintaining professional communications with customers and upholding policies and standards.

QUALIFICATIONS

More than Thirty years’ experience in Information Technology, working in many areas including Business Continuity, Incident Management, Network Communications and Computer Operations including Call Centers, Help Desk, LAN/Wan Security, Console and Peripheral Equipment, Operations Analysis, and System Sub-Security.

PROFESSIONAL EXPERIENCE

September 2023-

to present

Walmart neighborhood market – San ANTONIO, TX.

Customer Service Desk, front end support

load cash drawers each day for check stands, ring up customer groceries.

Initiate Lottery system each day for ticket sales and scratch offs.

process and payout winning lottery tickets up to $599.00 in house.

process Financial Services transactions, including bill pay and sending and receiving funds through Western Union, money gram or Walmart2walmart.

process and move stock from backroom to sales floor including tobacco.

Complete customer returns or exchanges

April 4, 2016-

to August 2023

Systems & Methods, Inc. – San ANTONIO, TX.

Customer Service Supervisor

Collaborate with Work Force Management assuring staff meets adherence requirements

Coach staff to improve customer service skills, Decrease agent handle time, and Improve Overall quality ratings.

Review and update Cardholder information following Policies and procedures.

Inbound & outbound escalation calls from customers daily

September, 2014 -

March 1, 2016

Millennium 1 Solutions – San ANTONIO, TX.

Team Manager

Manage staff to adherence requirements.

Coach staff to improve Customer Service skills, Agent Handle Time, and Quality scoring.

Review Agent Scripting for Anomalies.

Take Escalation Calls from customers daily.

.

December, 2005 - May, 2014

AllianceBernstein – San ANTONIO, TX.

AO/Business Continuity Manager

Manage all Business Continuity Processes and Policies for San Antonio and all Domestic Private Client offices in the Americas.

Continually educate San Antonio staff on SWN & BCM practices, quarterly exercises, and metrics follow-up to improve the effectiveness.

Conduct BCP tests at the SunGard-Austin location to validate the BIA and Strategy documents for the San Antonio business.

Complete a yearly review of all BCM documents with San Antonio and Domestic PC offices managers.

March, 2004 -

December, 2005

WORLD SAVINGS – San ANTONIO, TX.

Help Desk Manager

• First level help desk including 135 retail branches, and all back office units.

• Provide monthly metrics utilizing Crystal reporting.

• Conduct quarterly Operations Reviews with Internal Clients.

• Comprehensive Trend analysis to eliminate case volumes.

• Escalation point for Internal client issues.

January, 2000 – January, 2004

CISCO SYSTEMS – San Jose, CA.

Project Manager/ GTRC/ECS Help Desks/ New Business & Integration

• First/Second level help desk for all internal clients worldwide.

• Implemented new Case/Call Model to improve client experience.

• Reduced overall customer wait time from 1.4 minutes to 18 seconds per call.

• Received Cisco’s IT Q3 Quarterly Award for Process Improvement.

• Created operating budget for fiscal year 2001.

June, 1995

- January, 2000

Bank of the West - Walnut Creek, CA. (AVP-Help Desk Manager)

• First level help desk including 220 retail branches, all back office units, and ATM service vendors.

• Chair Weekly Production status meetings with all critical departments and vendors.

• Reduced overall customer wait time to 15 seconds per call.

• Sub-Security Officer supporting 4000 users.

Education:

St. Francis High School Graduated 6/5/1974 General Studies

Continuing Education:

Microsoft Office Suite Training 2010-2014

SharePoint Training 2012-2014

References on request

Contact this candidate