Mario Mims
Summary
Results-oriented customer experience and operations professional with over 15 years in project management and team leadership. Developed and launched operational frameworks that surpassed revenue goals. Expertise in implementing enterprise solutions, managing large-scale projects, and enhancing service delivery. Skilled in stakeholder management, process improvement, and data-driven decision-making. Currently supporting enterprise client implementations while pursuing a Bachelor of Business Administration degree.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work History
Implementation Specialist
Careington Benefit Solutions
01.2025 - Current
- Manage end-to-end implementation projects from planning through go-live, ensuring milestones, deliverables, timelines, and client expectations are successfully achieved.
- Coordinated cross-functional teams including Sales, IT, Compliance, Marketing, Operations, Fulfillment, and Claims to execute complex client implementations, ensuring alignment with client objectives.
- Cross-Functional Collaboration: Partnering heavily with internal teams, including Sales, IT, Compliance, Marketing, Operations, Fulfillment, and Claims to ensure effective collaboration to execute rollouts.
- Identified implementation risks, developed mitigation strategies, and provided proactive status updates to senior leadership and external stakeholders, facilitating informed decision-making.
- Presented during Careington's companywide Town Hall as part of the Employee Success Stories program, sharing successful implementation strategies and outcomes.
Customer Care Supervisor
Careington Benefit Solutions
01.2024 - Current
- Led high-volume customer service team to resolve dental insurance and discount plan inquiries for members and providers.
- Reduced team hold times from 16 hours to 5 hours within one month through focused coaching, workforce management, and process improvements.
- Achieved the highest QA performance on the department during peak season in January 2025.
- Conducted coaching sessions, KPI reviews, and call evaluations to enhance team performance and ensure continuous improvement.
- Managing Call Dashboard/TEAM Widget to ensure proper call queue management and meeting SLAs.
- Managed escalated member/provider complaints and queries, ensuring timely resolution and follow-up.
Customer Care Specialist
Experian
01.2023 - 01.2024
- Assists with credit-related memberships, services, and product offerings; and provided solutions that will help consumers improve their creditworthiness.
- Help consumers understand credit bureau processes and educate them on appropriate steps to request corrections.
- Receive customer requests for assistance; identify support needed, and either help or forward requests to the appropriate department.
- Achieved 100% quality assurance by consistently meeting standards in customer service interactions.
Recruiting Internal Associate
Microsoft, Randstad Sourceright
01.2022 - 01.2023
- Served as main point of contact for hiring manager in complex offer process, consulting with HM, HR, and Compensation on hiring decisions and offer strategies.
- Took full ownership of preparing and presenting offers to candidates in the US and internationally within service-level agreements while delivering excellent candidate and client experience.
- Maintained and recorded candidate recruiting activity in Recruiting Platform, ensuring compliance with legal and corporate regulations.
- Achieved 'RI Associate of the Month' in the first 90 days of the role. Continuously maintained 100% audit approval of my offers for multiple months.
Revenue Specialist
Hilton Hotels Worldwide
01.2018 - 01.2022
- Took full responsibility for helping hotels consistently grow market share and outperform our competitors by reviewing STR report for maximizing room revenue and growing RevPAR Index (market share) for each hotel in an individual portfolio of 20 + hotels in various US markets. Had the #1 revenue-producing hotel on my team for multiple months.
- Established positive relationships with hotel property teams and key revenue management partners to drive effective revenue strategies and pricing for portfolio hotels, contributing to a 20% YoY growth in overall market share.
- Conducted daily strategy and pricing reviews for each hotel, formulated performance improvement plans, communicated those plans in weekly meetings, and implemented changes in OnQ R&I, OnQ RM, and GRO systems.
VIP Housing Desk Supervisor
Hilton Hotels Worldwide
01.2017 - 01.2018
- Created a new department to establish a footprint in the extended-stay market segment for guests seeking disaster relief assistance through insurance and housing companies.
- Set up IT and telecom systems, established WFM setup, financial and volume reporting structure, HR and payroll setup, new queues, and routing rules for agent accounts in company-wide email work management system Kana; developed training materials, interviewed and hired agents, and conducted training. Exceeded revenue expectations by 3 million in first year of operation.
- Supervised front desk operations and managed guest check-in processes.
- Trained and mentored staff on hospitality standards and customer service protocols.
- Resolved guest concerns by providing effective solutions and ensuring satisfaction.
Guest Assistance Non-Voice Supervisor
Hilton Hotels Worldwide
01.2013 - 01.2017
- Grew the Non-Voice Team that exclusively manages hotel complaints from a team of 7 employees to over 50 employees worldwide. Providing the team with instruction and guidance to meet productivity and operational goals.
- Took ownership for day-to-day Operational management of Kana Email system for Guest Assistance. Accountable to meet daily service level goals for email volume. Ensuring effective daily management of volume by: forecasting and scheduling staff-to-volume needs, monitoring daily email statistics, reviewing, and extending overtime as needed.
- Streamlined TPH accounting process by 60% through aggregated average calculations, enhancing departmental goal achievement.
ICC Acting Assistant Supervisor
Hilton Hotels Worldwide
01.2012 - 01.2013
- Assisted Development Coaches by daily interactions with team members, identifying and executing developmental and coaching opportunities.
- Achieved 30% improvement in overall QA scores.
- Assisted in training and mentoring new staff on hotel operations.
- Coordinated daily activities to ensure smooth front desk operations.
- Managed guest inquiries and resolved issues to enhance satisfaction.
Diamond Lead Coordinator
Hilton Hotels Worldwide
01.2004 - 01.2012
- Processed intricate requests from Diamond members for Special Arrangements to use Honors points at sold-out hotels, confirming reservations and completing necessary paperwork.
- Developed a priority system for email categorization that improved overall efficiencies by 20%.
Education
BBA -
Southern New Hampshire University
05.2025 - 06.2026
Business Administration
University of North Texas
High school Diploma -
Woodrow Wilson
Skills
- Customer Service Leadership
- Project Management
- Implementation Management
- Customer Experience (CX)
- Team Development & Coaching
- Operational Excellence
- Workforce Management
- Process Improvement
- Risk Management
- Stakeholder Management
- Revenue Management
- Recruiting & Talent Acquisition
- Data Analytics & Reporting
- CRM Systems
- Microsoft Office Suite
- Salesforce
- Power BI
Timeline
BBA -
Southern New Hampshire University
05.2025 - 06.2026
Implementation Specialist
Careington Benefit Solutions
01.2025 - Current
Customer Care Supervisor
Careington Benefit Solutions
01.2024 - Current
Customer Care Specialist
Experian
01.2023 - 01.2024
Recruiting Internal Associate
Microsoft, Randstad Sourceright
01.2022 - 01.2023
Revenue Specialist
Hilton Hotels Worldwide
01.2018 - 01.2022
VIP Housing Desk Supervisor
Hilton Hotels Worldwide
01.2017 - 01.2018
Guest Assistance Non-Voice Supervisor
Hilton Hotels Worldwide
01.2013 - 01.2017
ICC Acting Assistant Supervisor
Hilton Hotels Worldwide
01.2012 - 01.2013
Diamond Lead Coordinator
Hilton Hotels Worldwide
01.2004 - 01.2012
Business Administration
University of North Texas
High school Diploma -
Woodrow Wilson