Mark Mayen

Most recent position.

Call/Chat Center and SaaS environment. Answer incoming calls/chats averaging 40+ calls or 60+ chats per shift. Using Salesforce to document call information and customer concerns or issues. Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism. Multiple troubleshooting tools used such as TeamViewer, QuickAssist, and Zoom. Salesforce also used to resolve incoming customer tickets via email/chat. Outbound calls also made to follow up with customers regarding ongoing issues from previous calls/chats.

Part-Time position while attending classes towards my Associates Degree

Call Center environment. Answered incoming calls and answered questions if able to or escalated to appropriate agent. Documented calls and notes using Salesforce. Responded to emails and forwarded to the correct parties. Helped troubleshoot basic issues with customers via TeamViewer and Zoom.

First Full Time position out of High School.

Retail environment, worked the Customer Service Desk in multiple roles. These roles included processing returns of merchandise, answering incoming calls inquiring product information, and processing large product orders with many types of businesses over the phone and in person. Another role included Cashier, using a POS system to scan and sell customers merchandise, counting and handling the money drawers.