Devon Mark
Jacksonville,FL
Summary
Teambuilding and Leadership
Staff Training and Development
Customer Service Excellence
Complaint Resolution
Customer Relations
Overview
9
9
years of professional experience
Work History
Senior Advisor
Convergys
05.2015 - 12.2015
- Responsible for taking both inbound/outbound escalated calls
- Acted as consultant for AppleCare advisors seeking insight on complex issues
- Researched trending and new issues related to software launches and escalated bugs to the engineering team
- Responsible for making exceptions in difficult scenarios to ensure customer satisfaction and retention.
Media Services Support Supervisor
Concentrix
07.2023 - Current
- Managed teams of up to 25 composed of phone, as well as chat advisors
- Responsible for reviewing and coaching all neutral, dissatisfied, and very dissatisfied surveys
- Responsible for coaching all associates at least once a week, reviewing past metrics and smart goals to ensure effective soft skill development
- Live monitors calls and chats to ensure all regulatory procedures and compliance policies are adhered to.
Deposits Supervisor
ALLY Bank
04.2020 - 05.2022
- 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.
Deposits Team Lead
ALLY Bank
11.2019 - 04.2020
- 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
ALLY Financial
08.2018 - 11.2019
- 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
Voya financial
12.2015 - 04.2018
- 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
Convergys Corporation
05.2015 - 12.2015
- 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
BBA - Business Administration
FSCJ
Jacksonville, FL06.2025
Skills
- Financial Services
- Banking
- Investment Planning
- Wealth Management
- Regulatory Compliance
Timeline
Media Services Support Supervisor
Concentrix
07.2023 - Current
Deposits Supervisor
ALLY Bank
04.2020 - 05.2022
Deposits Team Lead
ALLY Bank
11.2019 - 04.2020
Customer Solutions Agent Collections
ALLY Financial
08.2018 - 11.2019
Registered Representative
Voya financial
12.2015 - 04.2018
Senior Advisor
Convergys
05.2015 - 12.2015
Senior Advisor
Convergys Corporation
05.2015 - 12.2015
BBA - Business Administration
FSCJ
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