Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Mark Lawrence

Advance Customer Care And Service
Canton,OH

Summary

Dynamic professional with a proven track record at CustomInk, excelling in customer service and technical troubleshooting. Recognized for enhancing customer satisfaction and optimizing workflows, while leading training initiatives. Adept at data entry and fostering team collaboration, driving results through effective communication and strategic problem-solving.

Overview

26
26
years of professional experience

Work History

Satisfaction Assurance Representative

CustomInk
06.2010 - 12.2023
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
  • Lead trainings for new hires and department transfers

Manager

Hollywood Video
02.2007 - 03.2010
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Controlled costs to keep business operating within budget and increase profits.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.

Manager

Fedex
09.1997 - 11.2006
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

Education

History Education -

Kent State University
Kent, OH
05.2001 -

Skills

Customer service expertise

Interests

  • Learning new cooking techniques and expanding my culinary skills
  • I enjoy cooking for friends and family gatherings
  • Artificial Intelligence (AI) and Machine Learning
  • Digital Art and Animation

Timeline

Satisfaction Assurance Representative

CustomInk
06.2010 - 12.2023

Manager

Hollywood Video
02.2007 - 03.2010

History Education -

Kent State University
05.2001 -

Manager

Fedex
09.1997 - 11.2006

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Mark LawrenceAdvance Customer Care And Service