Mark Stalker
Springfield,MO
Summary
Proven leader with extensive experience at TTEC, adept in mentoring and technical support, enhancing team performance and customer satisfaction. Skilled in conflict resolution and analytical thinking, I have successfully driven project completions and improved interdepartmental coordination. Achieved significant improvements in employee skill development and customer loyalty through effective problem-solving and relationship building.
Overview
12
12
years of professional experience
Work History
Team Lead
TTEC
Springfield, MO
07.2023 - 04.2024
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Trainer
TTEC
Springfield, MO
06.2022 - 07.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
Customer Service Representative
TTEC
Springfield, MO
05.2021 - 06.2022
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website, improving overall user experience.
Customer Service Representative
T-Mobile
Springfield, MO
03.2019 - 06.2020
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager
Communication Solutions LLC
Springfield, MO
12.2014 - 12.2018
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Customer Service Representative
Communication Solutions LLC
Springfield, MO
05.2012 - 12.2014
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered complex billing questions.
- Sales
Education
Associates of Computer Networking - Computer Networking
Ozarks Technical Community College
Springfield, MO05.2012
High School Diploma -
Hillcrest High School
Springfield, MO05.2009
Skills
- Work Planning and Prioritization
- Written Communication
- Time Management
- Relationship Building
- Issue Research
- Issue Resolution
- Documentation And Reporting
- Technical Support
- Sales expertise
- Multitasking
- Active Listening
- Excellent Communication
- Organizational Skills
- Decision-Making
- Task Prioritization
- Dependable
- Problem-solving abilities
- Complex Problem-Solving
- Mentoring
- Goal Setting
- Conflict Resolution
- Analytical Thinking
- Attention to Detail
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
Timeline
Team Lead
TTEC
07.2023 - 04.2024
Trainer
TTEC
06.2022 - 07.2023
Customer Service Representative
TTEC
05.2021 - 06.2022
Customer Service Representative
T-Mobile
03.2019 - 06.2020
Manager
Communication Solutions LLC
12.2014 - 12.2018
Customer Service Representative
Communication Solutions LLC
05.2012 - 12.2014
Associates of Computer Networking - Computer Networking
Ozarks Technical Community College
High School Diploma -
Hillcrest High School