Mark Fuller
Fairfield
Summary
Customer service professional dedicated to effective team management and customer satisfaction.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Educational assistant
Fairfield City Schools
2024.01 - Current
- Assisting with classroom instruction for special needs students
- School bus afternoon assistant, assisted with keeping the children safe during the bus ride home
- Assisted with learning activities
- Trained in administering seizure medication.
Customer Service Supervisor
Fifth Third Bank
2010.12 - 2023.12
- Onboarding new hires through weekly meetings and coaching sessions while in the nest by setting expectations, and recognizing progress to ensure a successful transition to the team
- Manage team of multi skilled Phone agents, coach to achievement in core metrics and developed for advancement opportunities
- Focused on engagement and team building success while modeling the way for core values and recognition
- Hired agents, wrote and delivered annual and mid-year reviews, performance managed by issuing and delivering coaching and performance counseling documents
- Reviewed timesheets for payroll accuracy.
Mid-Range Collections Account Manager
Alliance Data
2010.01 - 2010.12
- Contacting customers and offering solutions for addressing delinquent credit card debt
- I was a member of the Alliance Data Engagement council
- We focused on creating an engaging team focused agent environment by reviewing processes and policies that impacted engagement and provided feedback to management to help improve the working environment
- Maintained friendly and professional customer interactions
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues as a point of contact for escalated customer issues
- Defused volatile customer situations calmly and courteously.
Call Center Manager
Great American Insurance
1992.09 - 2009.06
- Accurately documented, researched and resolved customer service issues
- Conducted performance reviews for all Customer Service Representatives to maximize resolution times and improve customer satisfaction
- Analyzed call volume and average call time to calculate Customer Service Representative performance and productivity needs and expectations
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Met all customer call center guidelines including service levels, handle time and productivity
- Calculated and published metrics to measure the organization's success in delivering world class customer service
- Resolution point of contact for unresolved customer issues
- Strong leader of customer support staff
- And facilitated inter-departmental communication to effectively provide customer support
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Maintained up-to-date knowledge of product and service changes
- Scheduled staff shifts to meet forecasted volume and improve customer experience
- Followed-up on all critical inter-departmental escalations to increase customer retention rates
- Created the blended Phone unit and the email response team
- Managed all aspects of the call center
- Created service level expectations and mechanisms for measuring success
- Creation of daily, weekly, and monthly reports to measure success and define clear organizational goals, and to test the feasibility of the set goals utilizing Avaya reporting
- Founding member of the Great American Insurance Diversity and Inclusion Council and was Vice President of Public Relations for the Great American Speakers Toastmasters group in 2008.
Education
MBA - Business Management
University of Phoenix
Cincinnati, Ohio01.2019
Bachelor of Arts - Business Management
University of Phoenix
Cincinnati, Ohio01.2007
Associate of Applied Science - Business Management Technology
University of Cincinnati
Cincinnati, Ohio01.2005
Skills
- Microsoft Office Suite
- Mentoring and Development of Direct Reports
- Process Improvement
- Driving Continuous improvement
- Client Negotiations
- Effective communication
- Time Management
- Strong leadership abilities
- Identifying Best Practices
- Effective problem solver
- Customer-focused
- Passion for coaching.
Accomplishments
- Horizon Award Winner in 2018 for strong consistent performance, modeling core values, and community service
- Supervisor of the Quarter 1st quarter 2014 and 2nd quarter 2016 for having consistent top team metric performance.
- Awarded Officership in June of 2016 for continuous demonstration of core values and community service along with consistent strong performance as a supervisor in the contact center.
Certification
- Licensed Educational assistant for special education.
Timeline
Educational assistant
Fairfield City Schools
2024.01 - Current
Customer Service Supervisor
Fifth Third Bank
2010.12 - 2023.12
Mid-Range Collections Account Manager
Alliance Data
2010.01 - 2010.12
Call Center Manager
Great American Insurance
1992.09 - 2009.06
MBA - Business Management
University of Phoenix
Bachelor of Arts - Business Management
University of Phoenix
Associate of Applied Science - Business Management Technology
University of Cincinnati
- Licensed Educational assistant for special education.
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