Mark Frawley

• Achieved high customer satisfaction scores by de-escalating complaints quickly
• Investigated technical issues using knowledge base and personal experience to complete timely resolutions
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
• Analyzed client requirements and developed tailored solutions for financial services.
• Coordinated training sessions for staff on new banking software applications.
• Developed documentation for system processes and user guides for stakeholders.
• Facilitated user acceptance testing to ensure system functionality met business needs.

• Fielded an average of 80 customer service calls per day
• Confirmed that appropriate changes were made to resolve customers' problems
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
• Trained new employees on company customer service policies and service level standards

Contact: Verizon Communications 1-800-367-5690 code 11708

• Organized recruitment and admission events for prospective students.
• Reviewed admissions folders for students admitted to the Master’s degree program.
• Assisted prospective students with Financial Aide requirements

• Assisted prospective students with Financial Aide requirements
• Reviewed admissions folders for students admitted to the Culinary Arts programs​
• Organized recruitment and admission events for prospective students.