Mark Clements
Aurora,CO
Summary
Experienced and reliable employee with a background in customer success, sales and leadership. Dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Amica Mutual Insurance Company
07.2022 - Current
- Providing assistance with general questions and billing inquiries regarding auto, home an umbrella policies for customers
- Responsible for creating, underwriting and upselling insurance policies to current and potential customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Consistently ranked in the top of company performance metrics for call quality, customer retention and sales
- Within first year was promoted from an Associate Customer Care Representative to a Customer Care Representative while acting as a Subject Matter Expert for new representatives
- Licensed in Property and Casualty insurance.
Member Service Representative
SaveOnSP, LLC
01.2022 - 07.2022
- Member Service Representative for Saveonsp that manages members accounts to assist with maintaining a zero dollar responsibility for their specialty pharmaceuticals which includes but not limited to enrollment with a zero dollar cost share program and answering general questions involving the process of receiving their medication.
- Within 3 months with the company was promoted to a Members Service Representative Level II which included different responsibilities such as developing and working on excel spreadsheets to contact customers in regards to the enrollment of our company through outbound calls that could run from anywhere to 100 to 150 calls a workday, my role also provides mentorship to new agents that have been recently hired within the company as well.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
Late Stage Team Lead
Santander Consumer USA Inc
09.2017 - 07.2021
- Late Stage Account Manager for Santander Consumer USA tasked with the responsibility of maintaining a line of communication with delinquent customers in regard to the financial aspect of their auto loans which includes developing effective plans to help bring customers back to a current status on accounts while educating customers on various aspects involving their auto loan
- Within one year at my position as a account manager i was promoted to team lead which involved handling escalated calls, developing effective strategies with management to improve productivity within the teams I've been assigned to work with and also work with agents on the floor to improve their performance as
- Trained agents on call handling protocol, power point presentation and sending reports to agents involving their productivity throughout the day.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Customer Account Executive
Comcast Communications
02.2014 - 08.2017
- Account Executive for Comcast Communications in charge of managing residential customer service accounts which include troubleshooting any equipment related issues, billing inquiries and providing package offers and incentives to maintain high quality customer service on the customers behalf.
- Selected to become a mentor to newer agents to assist on providing the best experience for customers.
- Involved in several projects to introducing agents to positive structure within our interactions with customers
- Consistently met or exceeded sales targets through effective account management techniques.
Business Consultant and Universal Agent
United States Postal Service
06.2012 - 02.2014
- Customer service agent providing assistance and general information for the United States Postal Service
- Handled customer inquiries and suggestions courteously and professionally.
- After six month of provided customer service was promoted to become a Business Consultant providing information and economical methods for small business owners to ship out products through the company as well as managing accounts on their behalf.
Customer Service Representative and Floor Support
24/7 Intouch
02.2012 - 09.2012
- Customer advisor for Multi Dwelling Unit a equipment provider for Dish Network and DirecTV dealing with account management, troubleshooting and installation
- After three months with company became a floor support representative assisting other agents with calls and information and handling supervisor calls as well.
Sales Representative
Empereon Marketing
04.2011 - 02.2012
- Sale representative for DirecTV equipment which included receivers and package upgrades
- After six months with the program and became a team lead for seven representatives who specialized in selling receivers to long term and new customers as well.
Education
Psychology -
Community College of Aurora
Aurora, CO01.2010
Skills
- Account Management
- Cold Calling
- Sales
- Salesforce
- Mentoring
- Business Development
- Relationship Management
- Project management
- Problem Resolution
- Leadership
- Logistics
- Communication skills
- Business Consulting
- B2B Sales
- Call Metrics
Certification
Property & Casualty License
Timeline
Customer Care Representative
Amica Mutual Insurance Company
07.2022 - Current
Member Service Representative
SaveOnSP, LLC
01.2022 - 07.2022
Late Stage Team Lead
Santander Consumer USA Inc
09.2017 - 07.2021
Customer Account Executive
Comcast Communications
02.2014 - 08.2017
Business Consultant and Universal Agent
United States Postal Service
06.2012 - 02.2014
Customer Service Representative and Floor Support
24/7 Intouch
02.2012 - 09.2012
Sales Representative
Empereon Marketing
04.2011 - 02.2012
Psychology -
Community College of Aurora
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