Mark McCann
Boca Raton,FL
Summary
Dynamic sales and marketing professional with over twenty years of experience in driving business growth and managing comprehensive sales, marketing, and operational programs. Expertise in developing new business opportunities, achieving sales targets, and building a loyal customer base through exceptional service and relationship management. Recognized for a proactive approach to problem-solving, adept multitasking abilities, and a commitment to maintaining high client satisfaction levels. Collaborative team player with a positive attitude, dedicated to fostering partnerships that contribute to organizational success.
Overview
22
22
years of professional experience
Work History
Collections Agent
FlexShopper
02.2023 - 08.2025
- Managed collections process, ensuring timely follow-up with clients on overdue accounts.
- Resolved customer inquiries and disputes to maintain positive relationships and minimize delinquencies.
- Developed reporting systems for tracking payment statuses and collection trends.
- Trained new team members on company policies, procedures, and best practices in collections.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Customer Service Agent
First Data/Fiserve
02.2018 - 05.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Maintained strong call control and quickly worked through scripts to address problems.
- Helped clients navigate online systems within established frameworks to obtain services.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Implemented additional services to maintain exceptional client service ratings.
Sales Representative
Modern AD Marketing/ Care Pharmacy
09.2008 - 12.2015
- Support sales and profit objectives by assessing customer needs
- Provide customers with appropriate information about products and services and assisting them in selecting the best solution
- Process orders, monitor customer accounts and coordinate warehouse operations
- Work with local and business partner organizations by being involved with the operations, contracts and negotiations, legal and customer support
- Drive productivity and performance to continue to improve productivity, meet investor expectations and financial efficiency gains
- Provide upmost customer and quality service
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Customer Service Representative
Enterprise Rent-A-Car
02.2006 - 11.2008
- Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
- Processed rental transactions accurately using proprietary software systems to enhance operational efficiency.
- Assisted in maintaining vehicle inventory accuracy through regular audits and inspections.
- Developed positive customer relationships to increase client satisfaction and repeat business opportunities.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales Associate
Office Depot Inc
01.1994 - 08.2006
- Delivered exceptional customer service, ensuring positive shopping experiences and fostering customer loyalty.
- Managed inventory levels, optimizing stock availability and minimizing discrepancies through effective organization.
- Trained new employees on sales techniques and store protocols, enhancing team performance and efficiency.
- Assisted in merchandising displays, increasing product visibility and driving sales through strategic placement.
- Resolved customer inquiries through multiple channels, enhancing satisfaction and loyalty.
- Supported technical troubleshooting by collaborating with cross-functional teams for efficient issue resolution.
Education
Bachelor of Science - History
Tennessee State University
Nashville, TNAssociate of Arts - Restaurant Management and Culinary Cuisine
New England Technical Institute
West Palm Beach, FLSkills
- Interpersonal skills, Work well under pressure, and with time constrains Excellent listening skills Strong attention to
- Detail along with the desire to see tasks through to completion Ability to excel in a regulated, goal-oriented environment
- Inbound Customer Service
- Problem Resolution
- Billing Inquiries
- Account Management
- Customer Complaint Resolution
- Information Updates
- Adaptive team player
- Courteous demeanor
- Payment arrangement
- Collections processing
Accomplishments
Installed and maintained tactical communications systems and handled encrypted classified materials while adhering to military security protocols.
Additional Information
- Good Conduct Medal, National Defense Service Medal 2nd Award, Certificate of Recognition for Operation Katrina, Rita, and Wilma, U.S. Army Achievement Medal 2nd Award, U.S. Marine Corps Meritorious Mast
Timeline
Collections Agent
FlexShopper
02.2023 - 08.2025
Customer Service Agent
First Data/Fiserve
02.2018 - 05.2022
Sales Representative
Modern AD Marketing/ Care Pharmacy
09.2008 - 12.2015
Customer Service Representative
Enterprise Rent-A-Car
02.2006 - 11.2008
Sales Associate
Office Depot Inc
01.1994 - 08.2006
Bachelor of Science - History
Tennessee State University
Associate of Arts - Restaurant Management and Culinary Cuisine
New England Technical Institute