Mark Burchardt
Seattle,WA
Summary
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.
Overview
22
22
years of professional experience
Work History
Customer Service Specialist II
King County Roads
01.2024 - Current
- Resolved constituent inquiries through effective communication and problem-solving techniques.
- Facilitated timely processing of service requests, enhancing operational efficiency and constituent satisfaction.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Call Center Consumer Experience Manager
Brooks Sports, Inc
04.2021 - 01.2024
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Mentored new employees during and after training.
- Responded to 50+ email and service request tickets a day resolving customer grievances
- Developed and implemented customer experience strategies to enhance brand loyalty and engagement.
- Created Schedules and managed leave requests in the department
Call Center De-Escalation and Trainer
Nintendo/Aerotek
02.2017 - 04.2021
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Refer unresolved customer grievances to designated departments for further investigation.
- Managed team performance, schedules, and providing mentorship and guidance to enhance productivity.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks. Over 300 calls on average per day.
Logistics Analyst
Amazon
02.2011 - 04.2017
- Resolve problems concerning transportation, logistics systems, imports or exports, or customer issues.
- Analyze the financial impact of proposed logistics changes, such as routing, shipping modes, product volumes or mixes, or carriers.
- Recommend optimal transportation modes, routing, equipment, or frequency.
- Routed or rerouted drivers in real time with remote route navigation software, satellite linkup systems, or global positioning systems (GPS) to improve operational efficiencies.
Client Representative
Walla Walla General Hospital
03.2004 - 01.2011
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations.
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
- Answer telephones and direct calls to appropriate staff.
- Complete insurance or other claim forms.
- Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records.
- Interview patients to complete documents, case histories, or forms, such as intake or insurance forms.
- Compile and record medical charts, reports, or correspondence, using typewriter or personal computer.
Education
Master of Science (M.S.) - Computer Science
San Diego State University
San Diego, CA05.2003
Bachelor of Science (B.S.) - Business and Technology
University of Tennessee-Knoxville
Knoxville, TN05.1999
Timeline
Customer Service Specialist II
King County Roads
01.2024 - Current
Call Center Consumer Experience Manager
Brooks Sports, Inc
04.2021 - 01.2024
Call Center De-Escalation and Trainer
Nintendo/Aerotek
02.2017 - 04.2021
Logistics Analyst
Amazon
02.2011 - 04.2017
Client Representative
Walla Walla General Hospital
03.2004 - 01.2011
Bachelor of Science (B.S.) - Business and Technology
University of Tennessee-Knoxville
Master of Science (M.S.) - Computer Science
San Diego State University