Mark Holten
Raleigh,North Carolina
Summary
Experienced leader bringing over 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Broadband Installation Technician
Charter Cable
01.2004
- Completed 99% of all jobs assigned in a timely manner exceeding the minimum standard of 95%
- Achieved a rating of 9% on repeat trouble calls within 30 days exceeding the minimum standard of 10%.
RSC Supervisor
Charter Cable
01.2013 - Current
- Redefined manpower processes, guided a Carolina’s team of fourteen new quota members through a successful quota transition
- Partnered with vendor groups to develop and enhance key software applications
- Facilitated moving time off requests from a manual process to an automated platform through the Work Assure Resource Planner
- Defined quota guidelines and developed SOP's
- Facilitated the transition of Carolina quota management from one hundred fifty plus users to fourteen
- Established an Availability Report to assist in evaluating daily and weekly manpower
- Transitioned all specialty work such as Intelligent Home and Signature Home from a manual to an automated process
- Consolidated work zones to help routing efficiencies
- Collaborated with outside vendors to enhance quota management processes
- Redesigned business partner scheduling, routing and pointing structure
- Modified business partner bulk routing to be consistent across ENC
- Established auto quota transfer process
- Designed job to tech ratio auto close process and collaborated with vendors to implement
- Designed new Work Assure routing/naming scheme that consolidated different sites into a universal list
- Designed an automated point transfer system that eliminated manual movement of quota
- Established an automated technical operations callout process.
Technical Operations Supervisor
Charter Cable
01.2008 - 01.2013
- Supervised and developed a team of 18 technicians
- Consistently exceeded team goals
- Developed Work Force Planner that was implemented for use in all Eastern North Carolina technical operation offices.
Broadband Service Technician
Charter Cable
01.2004 - 01.2008
- Achieved an average rating of 9 trouble calls completed per day with an 11% repeat rate within 30 days
- Completed 96% of all jobs assigned in a timely manner.
Data Services Technician
Charter Communications
01.2001 - 01.2004
- Produced new data trouble call procedures reducing repeat calls by 13% over a 6 month period
- Restructured trouble call reporting procedures
- Data Installer Assisted in the initial implementation of High Speed Data services on the cable plant from CPE to head end.
Operations Manager
Convergys Corporation
01.2000 - 01.2001
- Established processes and controls that improved agent productivity by 25%
- Designed reports and spreadsheets allowing for an immediate response to customer concerns
- Developed implemented and monitored management operations systems.
Team Leader
Convergys Corporation
01.1997 - 01.2000
- Developed filing system for incoming work items ensuring 100% accountability
- Teamed with peers on the development and implementation of new billing processes, enhancing accuracy and decreasing the number of FTE's required to complete the task
- Customer Service Representative Created group study guides and test review sheets for initial training increasing product knowledge and test scores
- Analyzed Help Desk routines and assisted with development and implementation of new procedures.
Education
Bachelor of Science - Cybersecurity - Programming And Analytics
Indiana University - Purdue University Indianapolis
Indianapolis, IN04.2026
Associates Degree in Business Management -
Strayer University
01.2014
Central Catholic High School
01.1986
Skills
Planning & Execution
Staff Training & Development
Data Analysis
Team Building
Team Leadership
Change Management
Quota Planning & Forecasting
Process Improvement
Process Standardization
Equipment Installation
Customer Service
Troubleshooting
Customer Relations
Certification
- Junior and Middle Level Mgmt.
- Supervisor and Manager Workshops
- Customer Care Workshop
- Microsoft Word and Excel
- Microsoft Power Point
- ICOMs
- PeakView Software Applications
- CSG Routing Tools
Personal Information
Title: Sr.
Awards
Time Warner Cable MVP Winner 2014
Timeline
RSC Supervisor
Charter Cable
01.2013 - Current
Technical Operations Supervisor
Charter Cable
01.2008 - 01.2013
Broadband Installation Technician
Charter Cable
01.2004
Broadband Service Technician
Charter Cable
01.2004 - 01.2008
Data Services Technician
Charter Communications
01.2001 - 01.2004
Operations Manager
Convergys Corporation
01.2000 - 01.2001
Team Leader
Convergys Corporation
01.1997 - 01.2000
Bachelor of Science - Cybersecurity - Programming And Analytics
Indiana University - Purdue University Indianapolis
Associates Degree in Business Management -
Strayer University
Central Catholic High School