Mark McCrary
Del City,OK
Summary
A candidate for the CB Back Office Supervisor position, I possess the qualifications to excel in this role. Expertise in CB Back Office processes, familiarity with the team, and skills as a trainer and motivator make me the perfect fit. Versatile skills in project management, problem-solving, and collaboration allow me to provide fresh perspectives and a strong commitment to quality and success. Throughout my career, I have been recognized for adaptability and a proactive approach in delivering effective solutions.
Overview
19
19
years of professional experience
Work History
CB Back Office
Cox Business
01.2016 - Current
- Addressed Cox Business customers' requests regarding billing and account maintenance in a tier II capacity by way of an email and ticketing platform.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the customer and the company.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Maintained superior knowledge of tools and processes.
CB Technical Support
Cox Business
07.2014 - 01.2016
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues as needed.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Proven ability to learn quickly and adapt to new situations.
Residential Account Services
Cox Communications
04.2012 - 04.2014
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues as needed.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Worked effectively in fast-paced environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Wireless Tier II
Cox Communications
01.2011 - 03.2012
- Worked in a lead/escalate capacity for our Wireless Tier I representatives regarding account issues, technical support, and sales.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Wireless Tier I
Cox Communications
11.2010 - 01.2011
- Assisted wireless customers with a number of account services and technical support related issues.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Residential Technical Support
Cox Communications
05.2010 - 11.2010
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Technical Support Tickets, Resolution Management, Rep Assist, Advanced Technical support, Technical support
Sprint Wireless
11.2005 - 04.2010
- Technical Support Tickets/ Resolved a variety of technical issues regarding Sprint wireless devices and service by way of working tickets that were submitted by front line representatives
- Worked closely with other departments and calling customers back to ensure resolution
- Resolution Management/ Worked as a lead/escalate point of contact for a team of 15-20 front line agents, also worked closely with the supervisor to improve performance in the areas of quality and time management by way of call monitoring and coaching.
- Rep Assist/ Assisted front line technical support agents and Sprint retail store associates company-wide in a tier II capacity through the use of an interactive chat.
- Advanced Technical Support/ Resolved issues for customers using Sprint advanced technology devices such as PDAs and wireless broadband cards.
- Served as a second level of support for Tier I technical support.
- Technical Support/ Assisted Sprint customers with a number of account management and technical support issues regarding voice, data, and text messaging services on Sprint devices
Education
Bachelor of Fine Arts - Graphic Art
University of Central Oklahoma
Edmond, OK12.2004
Some College (No Degree) - Liberal Arts And Sciences
University of Texas At Arlington
Arlington, TXSome College (No Degree) - Liberal Arts And Sciences
Cedar Valley College
Lancaster, TXHigh School Diploma -
DeSoto High School
DeSoto, TX05.1987
Skills
- Positive Interpersonal Skills
- Effective Team Collaboration
- Excellent Customer Service
- Problem-solving
- Providing Training and Education
- Process Development Expertise
- Analytical Problem Solving
- Composed in High-Pressure Situations
Accomplishments
- In Residential Account Services, I was elected as a Bright Star in which I provided floor support for the department and new hires as a subject matter expert.
- Q2 2013 Stellar Seller
- 2013 Winners Circle winner for Gold Standard of Service
- In CB Technical Support, I was selected to join the Product Launch Team.
- Was selected for the first group of SMEs for the SME program in CB Back Office
- I have successfully trained CB Back Office processes for new hires and helpers, as well as new processes and refreshers for current team members on multiple occasions
- I have contributed to testing and developing new processes for CB Back Office
Timeline
CB Back Office
Cox Business
01.2016 - Current
CB Technical Support
Cox Business
07.2014 - 01.2016
Residential Account Services
Cox Communications
04.2012 - 04.2014
Wireless Tier II
Cox Communications
01.2011 - 03.2012
Wireless Tier I
Cox Communications
11.2010 - 01.2011
Residential Technical Support
Cox Communications
05.2010 - 11.2010
Technical Support Tickets, Resolution Management, Rep Assist, Advanced Technical support, Technical support
Sprint Wireless
11.2005 - 04.2010
High School Diploma -
DeSoto High School
Bachelor of Fine Arts - Graphic Art
University of Central Oklahoma
Some College (No Degree) - Liberal Arts And Sciences
University of Texas At Arlington
Some College (No Degree) - Liberal Arts And Sciences
Cedar Valley College
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