Summary
Overview
Work History
Education
Skills
Certification
Websites
Affiliations
References
Timeline
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Mark Harrington

Strategic Relationship Builder With Proven Track Record Of Damage Control
Denver,USA

Summary

Seasoned Retention Specialist with background in enhancing customer satisfaction and loyalty. Possess strong knowledge of customer relationship management, proven ability to build rapport and resolve complex issues effectively. Skilled at developing strategies for customer retention, contributing to team success, and consistently surpassing performance goals. Significant impact observed in previous roles through increased client retention rates and improved customer experience standards.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Retention Specialist

EF Education First
Denver, CO
06.2023 - Current
  • Communicate with travelers at risk of cancellation due to missed payments to pay and stay enrolled on tour
  • Outreach to impacted customers to successfully rebook them on tour and fully own communication strategy (including communication timeline and methods)
  • Additional outreach as necessary to proactively retain travelers (i.e
  • Online bookings, low enrollment tours, 72-hour cancellations, waitlist optimization, etc)
  • Collaborate with Finance and Customer Service/Sales teams to drive traveler retention strategies

Delivery Driver

Gopuff
Wheat Ridge, CO
11.2022 - Current
  • Wait for orders at local warehouse
  • Pickup, scan, and drop off orders in a timely manner
  • Check IDs for alcohol and other age restricted deliveries
  • Provide friendly customer service at drop-off
  • Drive in all weather conditions

Server/Bartender

Silver Vines Winery
Arvada, CO
05.2021 - 07.2023
  • Served and guided guests on a selection of locally made wines.
  • Pitched, updated, and audited wine club membership accounts.
  • Counted the cash drawer, maintained cleanliness, and promoted a friendly, relaxing atmosphere for all guests.

Travel Support Specialist

EF Education First
Denver, CO
10.2021 - 07.2022
  • Answered high volumes of calls through the New Voice Media phone system.
  • Assisted travelers with understanding entry requirements, particularly related to world events and COVID-19, payment plans, insurance, add-ons, itineraries, and flight options.
  • Helped troubleshoot customer accounts remotely.
  • Handled calls on the emergency response line for clients who were actively traveling and needed immediate assistance overseas, and directed them by protocol based on their situation.
  • Utilized de-escalation techniques during high stress situations involving distressed individuals.

Lead Paraprofessional

Laradon
Denver, CO
10.2020 - 10.2021
  • Implemented Applied Behavior Analysis (ABA) techniques to improve the goal success of students with developmental disabilities.
  • Supported the head teacher in lesson planning, individualized education plans (IEP) data collection, and brainstorming new ideas.
  • Participated in meetings with Board-Certified Behavior Analysts, Behavior Technicians, Clinicians, and Therapists to track student progress and clarify the unique goals for each student.

Ambassador

CitizenM Hotels
Boston, MA
08.2019 - 08.2020
  • Promoted brand and culture by creating a WOW factor for every guest in a 272-room hotel.
  • Selected to train 25 associates at the New York City location on menu roll-out procedures, and assist during the busy holiday season.
  • Cross-trained in all areas and functions of day-to-day operations of the hotel: kiosk/guest support, invoice and refund processing, bartending, coffee service, technology troubleshooting, kitchen inventory, and food prep.
  • Consistently problem-solved, streamlined processes, and engaged in team and leadership discussions to increase the efficiency of day-to-day operations.

Insurance Agent

Aflac
Boston, MA
10.2018 - 10.2019
  • Awarded for Fast Start and Fireball status for closing three new accounts and selling $30,000 of product in six weeks.
  • Made 80 or more outbound calls daily for new business.
  • Reinstated inactive accounts to re-establish client relationships.
  • Enrolled new consumers, educated prospects on services, and referred prospects when our services did not match.
  • Built a business based on trust, ethics, and education.

Administrative Assistant

Fragomen Del Rey and Bernstein
Boston, MA
01.2017 - 08.2018
  • Received recognition from the supervisor and CEO for exceeding performance expectations, and was promoted to be the point person who handled employment visas for over 1,800 cases.
  • Managed and updated client records via Connect and Lotus Notes data systems.
  • Executed many duties of a legal assistant, including template creation and completion, cross-checking client PI, proofreading, editing, and submitting to attorneys for review and signature.
  • Actively participated in meetings to tackle the challenges of volume control and work distribution.
  • I volunteered to prepare exhibits for pro bono client cases and edited for inconsistencies.

Program Supervisor

Mass Association for the Blind (MAB) Community Services
Boston, MA
05.2016 - 01.2017
  • Structured and continuously developed the Young Adult Program (YAP), which is still currently in place today, helping young adults with disabilities apply for jobs, develop social skills, and facilitate independence within the community.
  • Updated client records, charts, and goals to ensure alignment with state requirements and funding.
  • Communicated with doctors, social workers, employers, and guardians about client progress and well-being.
  • Balanced, limited budget for activities, outings, events, transportation, and workshops.

Education

B.S. - Neuroscience and Behavior

Simmons University
Boston, MA
05.2016

High school diploma or GED -

Skills

  • Salesforce
  • Zendesk
  • Tableau
  • CRM software
  • Relationship management
  • Conflict Resolution
  • Time management
  • Project leadership
  • Data analysis skills
  • Service Industry
  • Support for individuals with autism and disabilities
  • Trauma-Informed Support
  • Supervising experience
  • Sales

Certification

  • TIPS Certified, 12/01/22, 12/01/25
  • Food Safety, 03/01/23, 03/01/2

Affiliations

  • Co-facilitator for a monthly support group for people caring for loved ones with Alzheimer’s/Dementia in CO
  • Guide conversations so that everyone has a chance to share their feelings and experiences
  • Provided a safe environment where people can talk openly and bluntly
  • Links members with resources within the Alzheimer’s Association when further assistance is needed

References

References available upon request.

Timeline

Retention Specialist

EF Education First
06.2023 - Current

Delivery Driver

Gopuff
11.2022 - Current

Travel Support Specialist

EF Education First
10.2021 - 07.2022

Server/Bartender

Silver Vines Winery
05.2021 - 07.2023

Lead Paraprofessional

Laradon
10.2020 - 10.2021

Ambassador

CitizenM Hotels
08.2019 - 08.2020

Insurance Agent

Aflac
10.2018 - 10.2019

Administrative Assistant

Fragomen Del Rey and Bernstein
01.2017 - 08.2018

Program Supervisor

Mass Association for the Blind (MAB) Community Services
05.2016 - 01.2017

B.S. - Neuroscience and Behavior

Simmons University

High school diploma or GED -

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Mark HarringtonStrategic Relationship Builder With Proven Track Record Of Damage Control