Mark Ludvick
Bourbonnais,US
Summary
Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams. Hardworking and knowledgeable customer service well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Call Center Customer Service Representative
Xfinity Comcast
Chicago, IL
11.2018 - 12.2022
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
- Provided customers with product and service information.
- Resolved customer issues in a timely manner.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities for upselling products or services to customers.
- Followed up with customers to ensure their satisfaction with the resolution of their issue.
- Assisted customers in navigating webpages for online purchases or account setup.
- Responded promptly to customer inquiries via email or chat systems.
- Communicated courteously with customers by telephone, email, or chat systems.
- Worked collaboratively within a team environment to meet departmental goals.
- Participated in training sessions to stay current on changes in products and services.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Manager
IHOP
Bourbonnais, IL
06.2012 - 08.2015
- Improved resource utilization and waste minimization by improving planning and internal controls.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Assigned work and monitored performance of project personnel.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Minimized staff turnover through appropriate selection, orientation and training.
- Conducted quality, timely performance feedback and performance appraisals.
- Entered time and attendance logs in preparation for payroll.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
Education
High School
04.2020
Skills
- Data collection and analysis
- Coaching and mentoring
- Team Job shop experience
- Multi Drill
- Business analysis
- Electronics Service Manuals
- Customer relations
- Construction Labor
- Capital pursuit
- Staff management
- Painting
- Client service
- Business Planning
- Operations management
- Management
- Construction means and methods
- Electrical
- Labor relations
- Talent development
- Troubleshooting
- Spot Paint
- Carpentry
- Negotiation
- Consulting
- Forklift
- Sales leadership
- Folder
- Cost reduction
- Maintenance
- Work Program creation and implementation
- Hiring and staffing
- Fork Truck
- Supervision
- Business Development
- Marketing
- Staff training and development
- Safety regulations
- Landscaping
- Scheduling
- Recruiting and Hiring
- Training
- Basic Level Mathematics
- Employee development
- Project estimating
- Construction
- Verbal and written communication
- Relationship building
- Sales
- Inventory management
- Set-up, Maintenance, and Repair
- Customer Service
- Call Management
- Account Management
- Membership Renewals
- Call Center Customer Service
- Database Management
- Documentation and Reporting
- CallSelect
- Customer Satisfaction
- Data Entry
- Transaction Reconciliation
- Product and Service Knowledge
- Customer Support
- Training and Development
- Brand Promotion
- Customer Needs Assessment
- Eligibility Determination
- Transcription
- Database Maintenance
- Complaint Resolution
- Customer Inquiries
- Customer Correspondence
- Escalation Management
- Service Recommendations
- Service recommendations
- LiveChat
- Written and oral communication
- Keyboarding
- Account management
- Cloud applications
- Money handling abilities
- Professional telephone demeanor
- POS systems expert
- Sales expertise
- Retail store support
- Strategic sales knowledge
- Report preparation
- Training development aptitude
Affiliations
I love being outside,fishing,camping,sports.
I play Piano,Spend time with the family, and like to play video games
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Call Center Customer Service Representative
Xfinity Comcast
11.2018 - 12.2022
Manager
IHOP
06.2012 - 08.2015
High School
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