Mark Anthony Justice
FedEx
Kalamazoo,MI
2027
years of professional experience
Results-driven professional with expertise in creativity, leadership, and communication. Thrives in fast-paced environments, effectively managing organizational needs while fostering teamwork. Focused on leveraging knowledge and experience to contribute to company success through innovative solutions and collaboration.
Work History
Store Associate
6 Months- Processed shipments accurately through POS systems, ensuring correct labeling, tracking, and payment handling.
- Assisted customers with shipping, printing, packaging, and faxing services using FedEx Office procedures.
- Supported customers with product selection, service options, and basic troubleshooting for print jobs.
- Organized incoming and outgoing packages to maintain efficient workflow and storage accuracy.
- Operated office equipment, including printers, copiers, scanners, and binding machines, to complete customer orders.
- Followed security and safety procedures while handling packages, cash, and sensitive customer information.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
Member Contact Center Specialist
10 Months- Managed inbound member calls, resolving routine account and service questions with accuracy.
- Assisted members with online banking navigation, password resets, and digital service troubleshooting.
- Verified member identity and protected confidential information during account servicing interactions.
- Processed card disputes, stop payments, and transaction inquiries using contact center systems.
- Routed complex issues to appropriate departments, ensuring timely follow-up and resolution.
- Adapted quickly to changing call volumes, balancing service quality and efficient case handling.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Licensed Insurance Agent
3 Years 9 Months- Reviewed client needs with close attention to determine best-fit product recommendations for current policy adjustments or new policy opportunities.
- Advised customers on auto, home, and umbrella coverage options aligned with individual risk needs.
- Processed policy changes, endorsements, and renewals while maintaining accurate account records.
- Explained coverage details, deductibles, and exclusions to support informed purchase decisions.
- Identified cross-sell opportunities during customer interactions to expand policy portfolios.
- Calculated quotes and educated potential clients on insurance options.
- Coordinated with claims and service teams to expedite issue resolution and customer support.
Escalations Manager
1 Year 4 Months- Supported resolution of complex issues. Handled assigned cases, completed research, coordinated with departments and external sources, and analyzed data to drive resolution. Served as subject matter expert and point of contact for escalated situations, going the extra mile to support satisfactory customer experience.
- Led escalations resolution across customer, operations, and support teams to restore service quickly.
- Prioritized critical cases, assigned owners, and tracked follow-up actions through closure.
- Mentored support staff on case management, de-escalation, and issue resolution standards.
- Developed escalation workflows and documented procedures to improve consistency and accountability.
- Partnered with leadership to review complex cases and recommend corrective actions.
Business Banking Expert
- Supported business banking clients with account servicing, deposit inquiries, and transaction resolution.
- Processed credit and deposit requests while maintaining attention to risk and regulatory requirements.
- Reviewed documentation for loan packages, ensuring accuracy and compliance with bank policies.
- Coordinated communication between clients and internal teams to resolve service issues promptly.
- Supported clients who called with business concerns, using CARES model, PNC brand standards, and empathetic communication to address needs. Worked with management and business partners to provide clear, effective resolutions for client concerns. Handled additional tasks and project support to assist team and business partners.
Treasury Management Specialist
- Coordinated implementation of cash management services across deposit, ACH, wire, and remote deposit products to enhance service delivery.
- Resolved client inquiries regarding treasury services, billing, and account maintenance with accuracy.
- Analyzed service requests and updated treasury profiles to align solutions with client needs.
- Facilitated treasury management onboarding by gathering documentation and validating client setup requirements to ensure smooth client integration.
- Managed support for corporate and institutional accounts at TMCC at PNC, coordinating payroll ACH files, wire transactions, and deposit reviews. Oversaw key account service activities for corporate and institutional clients, including payroll ACH processing, wire transactions, and deposit review support. Provided operational oversight for corporate and institutional accounts by coordinating payroll ACH files, wire transfers, and deposit reviews.
Education
Associate of Science - Sports Medicine
- Relevant Coursework: Bus 101 and 103
- Professional Development: DECA – Supervisory and Leadership
Skills
Retail operations management
Customer service orientation
Client management
Client satisfaction improvement
Sales coordination
Product recommendation techniques
Account services oversight
Insurance product knowledge
MS Excel proficiency
Analytical problem-solving
Effective conflict resolution
Retention strategies
Team leadership
Collaborative team experience
Facilitating team meetings
Employee training
Customer-focused approach
Accomplishments
- Nominated as Team Lead for Team Meetings during 2019 – 2022, in business banking.
- Employee Spotlight rewards: Increasing average call quality from 88.47% to 96.2%
Timeline
Store Associate
FedEx
04.2026 - CurrentRead More
Member Contact Center Specialist
Advia Credit Union
03.2025 - 01.2026Read More
Licensed Insurance Agent
Progressive INS
01.2023 - 2025Read More
Escalations Manager
PNC Bank
02.2022 - 06.2023Read More
Business Banking Expert
PNC Bank
2020 - 2022Read More
Treasury Management Specialist
PNC Bank
2019 - 2020Read More
Kalamazoo Valley Community College
Associate of Science from Sports Medicine
Read More