MARC R. DREILINGER
Niskayuna,USA
Summary
Experienced customer service professional and proven problem-solver with expertise in providing services and guidance to customers and stakeholders at in-person and call center models. Expert communicator with a high degree of emotional intelligence, empathy, and the ability to build customer confidence. Excellent decision-making and creative thinking skills built around advanced studies in leadership management, organizational systems, and business administration. Adept at working through complex situations and aiding customers using prepared scripts and extensive program and technical knowledge. Able to work with a diverse team, including executive-level managers, program and project managers, and IT specialists. Quickly adapts approaches to handling customer calls within a structured environment and using software solutions to document concerns and possible solutions.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Customer Service Representative
New York State Child Support Helpline
01.2019 - Current
- Handled approximately 40 inbound calls daily, including individuals receiving child support, individuals paying child support, and questions about accessing program benefits
- Advised callers on a broad range of program, legal, and financial issues, using prepared scripts
- Able to apply skills in addressing complex problems efficiently to better address client needs
- Able to assess customer needs and provide information necessary for the caller to better understand the specific situation and possible approaches to successfully addressing customer needs
- Receive praise from many callers for taking time to fully explain the identified situation, what solutions may be available, and the advantages or disadvantages of differing approaches
- Using provided custom software tools, clearly communicated client needs and referrals for further services by New York State local child support offices in each county
Customer Service Manager, Late Night Dining Services
AVI Foodsystems/Siena College
09.2018 - 02.2019
- Supervised teams of up to 15 food service professionals and student employees operating dining services and POS food retail facilities, including an on-campus Starbucks
- Professionally handled concerns raised by late-night dining customers and facility staff
- Managed handling of policies and procedures for safe food handling by clearly assigning responsibility for specific work requirements to meet contractual operational requirements
- Ensured conformance with site-specific and corporate policies with a focus on customer satisfaction and safe food handling practices and ensuring a clean and welcoming environment
- Conducted nightly transaction and cash reconciliation in accordance with corporate guidelines
Site Manager/Operations Analyst
Sparty’s Retail Operations
12.2017 - 08.2018
- Managed a team of part-time employees and students responsible for operating a high-visibility POS food service site
- Successfully addressed customer and staff issues and concerns within corporate guidelines and requested senior manager intervention as needed
- Worked day shifts as a floating manager assigned to different sites as needed with an emphasis on engaging student employees as part of an ongoing effort to engage staff in improving service delivery
Contracts and Brand Administration
Governor’s Office
04.2017 - 12.2017
- Handled multiple procurements and contract management across a broad range of programs
- Demonstrated ability to be flexible to meet changing priorities and to advise management on the status of outstanding procurements, RFP planning and design, and contractual issues
- Worked in an agile business analysis environment when developing requests-for-proposals, other types of procurements, and contract administration guidelines
Senior Business Analyst/Policy and Procurement Analyst
Grant Thornton
01.2016 - 12.2016
- Company Overview: Various locations
- Corporate initiative to develop expertise working with human services program staff in several states
- Assisted in the development of new grant applications and various types of procurements
- Various locations
Procurement Lead/Business Analyst
Cognosante Inc.
01.2015 - 12.2015
- Developed business requirements for Medicaid Managed Care /Data Reporting System RFP as part of an effort to automate and consolidate existing care management systems for State nurses
- Engaged nursing staff in requirements analysis to ensure that the new application met the needs of the target population
Capture Manager/Procurement Director
Angarai International
01.2012 - 01.2013
- Recruited by a large IT and program management firm to implement project management policies and procedures, establish a project management office, and implement communication best practices in the company and with government officials and staff from similar private companies
- Worked with company management to establish project management fundamentals that improved client satisfaction and project acceptance levels
- Led multiple capture teams engaged in responding to over 150 federal, state, and local business opportunities across human services, transportation, and oversight and training services fields
- Developed and prepared a response to a statewide RFP seeking standardized pricing across multiple functional and programmatic areas
- Developed and nurtured relationships with State of Maryland employees and management-level employees of other private service providers
- Obtained certification as a Project Manager through the corporate training program
Quality Assurance Analyst
State of Maryland Department of Human Services, Angarai International
01.2011 - 01.2012
- Conducted both operational testing and program output testing to ensure vendor conformance with federal and state business requirements for child welfare systems
- Engaged both program staff and the Project Management Office in identifying project requirements
- Reviewed and assessed all materials produced by State resources or Xerox Corporation [vendor] employees responsible for the overall implementation of policy and computing environments
- Scheduled and ran ‘Tiger Team’ meetings focusing on maximizing local county and service provider participation in future design and development efforts
Associate Budget Examiner / Special Assistant
New York State Division of the Budget / Office of Temporary and Disability Assistance
01.1989 - 01.2010
- Managed 5 employees focused on the human services program budget and legislative issues
- Special Assistant to the Executive Deputy Commissioner and Special Assistant to the Deputy Commissioner for Information Technology of the Office of Temporary and Disability Assistance
- Strong ability to identify financial or programmatic issues and communicate those concerns to appropriate management
- Managed rollout of personal computers in counties still relying on outdated ‘dumb’ terminals by coordinating activities across three State agencies, local county human services officials, a primary vendor, and multiple subcontractors
Education
Candidate, Master of Arts - American History/Economics
Southern New Hampshire University
Manchester, NH03.2025
Advanced Management Training Program -
New York State Leadership Classroom
Master’s - Public Policy Analysis / Public Administration / Economics
Rockefeller College of Public Affairs and Policy
Albany, NY01.1990
Skills
- Analytical Problem Solving
- Tactical Visioning
- Cross-Disciplinary Strategy
- Stakeholder Engagement
- Advanced Problem Solving
- Data-Driven Recommendations Creation
- Problem-Solving Expertise
- Effective Information Sharing
- Optimized Service Processes
- Strategic Architecture Planning
- Project Coordination
- IT Systems Oversight
- Financial Optimization
- Application Development
- Management of Project Phases
- Application Deployment
Accomplishments
- Telephone Service - Professionally processed up to 40+ inbound calls per day, providing information and service to ensure customer satisfaction.
Certification
- CompTIA A+ Technician – CompTIA.
- Project Management Professional (PMP) – Project Management Institute.
- Salesforce Certified Administrator
- CompTIA Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
New York State Child Support Helpline
01.2019 - Current
Customer Service Manager, Late Night Dining Services
AVI Foodsystems/Siena College
09.2018 - 02.2019
Site Manager/Operations Analyst
Sparty’s Retail Operations
12.2017 - 08.2018
Contracts and Brand Administration
Governor’s Office
04.2017 - 12.2017
Senior Business Analyst/Policy and Procurement Analyst
Grant Thornton
01.2016 - 12.2016
Procurement Lead/Business Analyst
Cognosante Inc.
01.2015 - 12.2015
Capture Manager/Procurement Director
Angarai International
01.2012 - 01.2013
Quality Assurance Analyst
State of Maryland Department of Human Services, Angarai International
01.2011 - 01.2012
Associate Budget Examiner / Special Assistant
New York State Division of the Budget / Office of Temporary and Disability Assistance
01.1989 - 01.2010
Advanced Management Training Program -
New York State Leadership Classroom
Master’s - Public Policy Analysis / Public Administration / Economics
Rockefeller College of Public Affairs and Policy
Candidate, Master of Arts - American History/Economics
Southern New Hampshire University
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