Summary
Overview
Work History
Education
Skills
Timeline
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Marc Mezzela

Wilmington,NC

Summary

Dependable and hardworking professional excelling in customer relations, strategic planning and mechanical repair skills. Qualities gained from over a decade in the military and residential service sector. Competent in independently organizing installation and repair plans.

Overview

21
21
years of professional experience

Work History

Customer Service Supervisor

Verizon
02.2014 - 11.2023
  • Managing a team of 22 to achieve service initiative objectives and maximize customer satisfaction; successfully process 1,000+ calls monthly.
  • Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer
    complaints; and develop and implement plans to correct deficiencies in service.
  • Finished leading in all three major metrics (Customer satisfaction, Repeat callers, and Revenue Generation)
    eight straight years.
  • Develop, implement, and update best practices to streamline operations, standardize processes, and
    enhance customer service.
  • Strengthen relationships with key internal staff across shipping, financial, and quality assurance
    departments to optimize customer service processes and procedures.

HVAC Technician

Tidewater Heating & Air
08.2006 - 02.2014
  • Performed troubleshooting on HVAC systems to determine root cause of issues.
  • Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
  • Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
  • Traveled to job sites for both scheduled and emergency appointments.
  • Greet customers properly, answer questions completely and maximize service opportunities to increase sales. Must maintain a customer satisfaction rating above 94%.

Civil Engineer

USAF
06.2002 - 06.2005
  • Estimated quantities and material costs during project planning to support budgeting and costing.
  • Monitored execution of contract work for compliance with design plans and specifications.
  • Collaborated with civil technicians to gather project equipment and update maps, drawings and blueprints.
  • Read blueprints, wiring diagrams, piping schemes and engineering specifications to diagnose and repair units.
  • Operated excavators, bulldozers and dump trucks to transport heavy materials, practicing safety measures.

Education

Bachelor of Arts -

University of North Carolina At Wilmington
Wilmington, NC
06.2014

Skills

  • Continuous Improvement
  • Quality-Focused
  • Customer-Focused
  • Work Scheduling
  • Parts Inventory Management
  • Effective Communication

Timeline

Customer Service Supervisor

Verizon
02.2014 - 11.2023

HVAC Technician

Tidewater Heating & Air
08.2006 - 02.2014

Civil Engineer

USAF
06.2002 - 06.2005

Bachelor of Arts -

University of North Carolina At Wilmington

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Marc Mezzela