Mark Jenkins
Atlanta,GA
Summary
Professional in customer care, delivering exceptional service through effective communication and problem-solving abilities. Adept at resolving conflicts, enhancing customer experiences, and fostering strong client relationships. Collaborative team player known for reliability and adaptability, consistently achieving positive outcomes through teamwork and perseverance.
Overview
9
9
years of professional experience
Work History
Sales Consultant
Carmax
Richmond, VA
04.2019 - 04.2026
- Developed tailored solutions to meet customer needs and exceed sales targets.
- Conducted product demonstrations, enhancing customer understanding and engagement.
- Collaborated with team members to improve sales strategies and customer service processes.
- Mentored new sales consultants, fostering a culture of continuous learning and performance improvement.
Sales Associate
Comcast
03.2017 - 03.2019
- Delivered exceptional customer service to enhance client satisfaction and loyalty.
- Assisted in training new sales associates on product knowledge and sales techniques.
- Analyzed customer needs to recommend suitable products and services, increasing sales opportunities.
- Collaborated with team members to achieve monthly sales targets through effective communication and strategy alignment.
Customer Care Professional
Sykes Inc.
Tampa, FL
08.2017 - Current
- Worked virtually from home based office/call center. Call routed to home office.
- Acts as an Ambassador for the client by building rapport with the customer, supporting, reassuring, and educating the customer throughout the call.
- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
- Excel in asking probing questions and researching, analyzing and rectifying problems.
- Assisting customer daily with account creations and hardware set up.
- Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
- Metric driven result. Routinely exceed call-handling goals, closing an average of 40-60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 12.5 minutes.
- Support customers with billing and general account inquiries.
- Cross sell any products that may help or meet customer’s needs to better their satisfaction.
Education
GOSUB Pro Subtitling - Subtitling, Closed Captioning
GOSUB
Atlanta, GA01-2016
No Degree - Communications
Hofstra University
Hempstead09-1980
Skills
- Administration and Management
- B2B sales and Account Management
- Virtual home based office and call center
- Small business owner and management
- IT Tech support & Trouble shooting
- Customer service excellence
- Complaint handling
- Customer service
- Active listening
- Problem resolution
Timeline
Sales Consultant
Carmax
04.2019 - 04.2026
Customer Care Professional
Sykes Inc.
08.2017 - Current
Sales Associate
Comcast
03.2017 - 03.2019
GOSUB Pro Subtitling - Subtitling, Closed Captioning
GOSUB
No Degree - Communications
Hofstra University