Daniel Mardock
Denver
Summary
Professional with strong track record in customer service and coordination. Skilled in handling customer inquiries efficiently, resolving issues, and ensuring satisfaction. Focused on teamwork and delivering results, adaptable to changing needs. Proficient in communication, problem-solving, and multitasking, with positive attitude and reliability that fosters trust.
Overview
9
9
years of professional experience
Work History
Customer Service Coordinator
Penske Truck Leasing
09.2024 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely repair orders for customer units.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- -Manage maintenance orders and parts requests
- Assign repair orders to technicians
- Create schedule for mobile technicians and coordinated with customers operating units
- Converse with customers regarding maintenance and repair needs
- Coordinate with vendors regarding parts and outside specialty repairs
- Schedule DOT inspections with lease and rental customers on a fleet of 900+ vehicles total and kept percentage up to date at 98%.
- Consistently updated larger customers with excel spread sheets regarding fleet repairs.
Sales and Operations Manager
Penske Truck Leasing
04.2023 - 09.2024
- Lead operations staff and kept employees compliant with company policies and procedures.
- Daily Fleet inventory
- Maintained and built consumer and commercial customer solutions and relationships with local and national accounts.
- Generated new business leads, as well as, foster existing customer relationships
- Reviewed and completed monthly cost variance reports
- Reviewed and managed customer invoices
- Reviewed billing and profit/loss reports
- Cooperated with customers daily regarding rates and weekly billing statements
- Daily vehicle inspections
- Managed Penske agent needs including fleet allocation and resource demand needs
- Monitored fleet maintenance and repair needs
Customer Support Specialist
United Health Group, Optum
07.2020 - 04.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Proficient with Salesforce
- Direction of employer rewards benefits
- Biometric screening support (co-operations with Quest Diagnostics)
- Processing Timeframes for different rewards ranging from preventative exams to Rally Health platform activities
- General information regarding premium reductions, and HSA, HRA, HIA accounts
- Handled transactions as high as $1,200 (dependent on client)
- Proficiency with Google Workplace tools, Salesforce, Five9 phone tools, smart phone applications, device syncing, website navigation, and Rally app instruction and syncing with devices such as; fitbit, apple health (apple watches), Garmin, and Samsung and Google devices.
- Full understanding and compliance with HIPAA laws
- Provided technical support for employer reward programs for many clients including Wells Fargo, Delta Airlines, JP Morgan Chase, Lockheed Martin, Eaton Corporation and many other clients with a wide range of insurance plans, including United Healthcare, Blue Cross Blue Shield (BCBS) Excellus, Aetna and Anthem BCBS.
Event Services Manager
Old Dominion University
08.2016 - 02.2020
- Conducted post-event evaluations to identify areas of improvement and implement necessary changes for future events.
- Championed initiatives around sustainability and corporate social responsibility aligning with the organization''s values and goals, enhancing their overall brand image.
- Managed set up team of 4-10 employees
- Provided guidance to crew on event organization for varying customers' needs
- Created and coordinated employee shift schedules
- Paper and electronic record keeping of all events
ODU Global Health Intern
Old Dominion University Research
09.2019 - 12.2019
- Evaluated the effectiveness of public health programs, offering recommendations for improvement based on data analysis.
- Monitored emerging trends in global public health, using insights to guide program development and implementation efforts.
- Synthesized complex information from multiple sources into accessible reports for decision-makers within the organization.
- Built a strong professional network by attending and presenting at global health conferences, fostering collaboration among practitioners in the field
- Conducted literature reviews on current global health issues impacting youths in Virginia
- Created marketing materials for community engagement events (Homelessness Drive and American Public Health Association Annual Exhibition)
- Completed Collaborative Institutional Training Initiative (CITI) Human Subject Projection training
- Attended various health education trainings including Adult Mental Health First Aid Training and Diversability Training
Education
Bachelor of Science - Public Health
Old Dominion University
Norfolk, VA12-2019
Skills
- Account management
- Documentation skills
- Complaint handling
- Customer focus
Timeline
Customer Service Coordinator
Penske Truck Leasing
09.2024 - Current
Sales and Operations Manager
Penske Truck Leasing
04.2023 - 09.2024
Customer Support Specialist
United Health Group, Optum
07.2020 - 04.2023
ODU Global Health Intern
Old Dominion University Research
09.2019 - 12.2019
Event Services Manager
Old Dominion University
08.2016 - 02.2020
Bachelor of Science - Public Health
Old Dominion University
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