Mark Mavel
Member Experience Manager
Arlington,United States
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Member Experience Manager
ID.me
Mclean, VA
03.2022 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Collected and analyzed data and initiated improvements to increase security and performance.
- Fixed identified issues to improve workflows.
- Drove operational improvements which resulted in savings and improved profit margins.
- Identified issues, analyzed information and provided solutions to problems.
Account Recovery Specialist
ID.me
Mclean, VA
10.2021 - Current
- Researched members account to determine eligibility for access.
- Conducted Video-Calls with members to prove identity and ownership of account
- Managed JIRA process to help members regain access to their account.
General Support Representative
ID.me
Mclean, VA
03.2021 - Current
- Provided timely, accurate, and efficient service to members via email and/or video sessions using Zendesk.
- Verified member identification and followed verification procedures.
- Worked with members to troubleshoot issues and provide working solutions to help them gain access to social benefits
- Assisted in documentation and playbook updates as needed.
Trusted Referee
ID.me
Mclean, VA
02.2021 - Current
- Checked validity of member documents to weed out fraud.
- Conducted video sessions with members to prove ownership of identity documents.
- Worked autonomously from home during the pandemic with excellent QA scores and daily quotas.
Video Editor
Harold's Doughnuts
Columbia, MO
06.2019 - 12.2019
- Organized assets by collecting data from camera media, transcoding video and audio files and managing file backup to digital asset management system.
- Evaluated and selected scenes for pacing, entertainment value and continuity, trim shots and edit content.
- Delivered edits with multiple camera angle choices, titles, graphics, audio and special effects.
- Delivered 3-6 edits on time for weekly reviews and final delivery
Student Teacher
University Of Missouri
Columbia, United States
08.2017 - 12.2017
- Collaborated with teaching staff to implement coordinated educational strategies and student support networks.
- Conferred with qualified teacher to establish instructional targets and prepare lessons to cover source topics.
- Stood in for teachers, checking lesson plans to provide consistent teaching to students.
- Stood in for teachers to supervise classes, deliver lessons and administer tests.
- Managed 3 labs a week helping hundreds of students with class projects.
Private Piano Teacher
A Major Music
Columbia, MO
01.2015 - 06.2019
- Conducted individual and group music lessons lasting from 30 to 60 minutes each.
- Established strong music foundation with students by incorporating basic music theory into weekly lessons.
- Selected music from various genres for use as teaching pieces.
- Prepared over 50 piano students for showcase performances.
Education
Bachelor of Arts - Digital Storytelling
University of Missouri - Columbia
Columbia, MO 01.2015 - 12.2019
Skills
Qualtrics Software Proficiency
undefinedTimeline
Member Experience Manager
ID.me
03.2022 - Current
Account Recovery Specialist
ID.me
10.2021 - Current
General Support Representative
ID.me
03.2021 - Current
Trusted Referee
ID.me
02.2021 - Current
Video Editor
Harold's Doughnuts
06.2019 - 12.2019
Student Teacher
University Of Missouri
08.2017 - 12.2017
Private Piano Teacher
A Major Music
01.2015 - 06.2019
Bachelor of Arts - Digital Storytelling
University of Missouri - Columbia
01.2015 - 12.2019
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