Summary
Overview
Work History
Skills
Timeline
Generic

Mark Stockseth

Logan,OH

Summary

Proactive Senior Supervisor specializing in concierge and customer loyalty with extensive experience in mentoring, performance evaluation, and strategic improvement. Adept in resolving escalations, enhancing team performance, and driving significant revenue growth. Brings strong skills in salesforce tools, process optimization, and fostering positive work environments.

Overview

42
42
years of professional experience

Work History

Sr Supervisor Concierge

Vivint
07.2022 - Current
  • Mentored junior team members, facilitating their accelerated professional growth and skill development leading to the receipt of a peer mentorship/leadership award in 2023
  • Evaluated performance metrics regularly, identifying areas for improvement and providing constructive feedback to employees.
  • Identified areas of underperformance and implemented effective strategies to enhance Rev/call and install Rate. Achieved significant improvements in both metrics through strategic initiatives.
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Outstanding sales performance and exceptional training contributed to consistently ranking among the top-performing teams, resulting in over 11 million dollars of installed revenue since joining the department.
  • Directly supervised 2 projects: 'Freedom Solar' and 'Upgrade offer development and trials.' Executed post-project assessments to determine valuable insights and avenues for optimizing processes.

Senior Supervisor Customer Loyalty

Vivint
10.2020 - 07.2022
  • Fostered effective de-escalation process by providing constructive feedback and sharing technics across the loyalty department.
  • Coached teams on positive customer relations by teaching associates to address problems head-on and implementing successful corrective actions.
  • Resolved hundreds of customer escalation calls and code red situations, using the same technics.
  • Achieved the highest rev/call ($30-$49) in the department by introducing effective discovery strategies and providing comprehensive sales training for improved team retention.
  • Reduced employee turnover rates by fostering a positive work environment and addressing staff concerns promptly.
  • Collaborated with Andy Strickland to implement efficient basic troubleshooting techniques, resulting in decreased handle time and transfer rate.


Escalation Lead

Vivint
06.2020 - 09.2020
  • Provided supervision for the first Loyalty escalation line project, managing difficult escalations received from performance specialists and supervisors.
  • Implemented effective problem-solving and upgrade strategies to resolve escalated customer issues.
  • Implemented proactive measures to identify potential legal pitfalls, thereby avoiding the need for additional intervention or resources.
  • Enhanced internal communication between departments, fostering better collaboration in resolving complex cases.
  • Quickly adapted to changing company policies or procedures regarding escalations, facilitating smooth transitions for customers and team members during the Covid-19 pandemic.

Customer Loyalty Specialist

Vivint
11.2015 - 06.2020
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Interpreted contracts and communicated terms and conditions.
  • Handled escalated issues efficiently while maintaining composure under pressure; ultimately leading to successful conflict resolutions that benefited both the customer and company.
  • Utilized inbound telephone techniques for enhancing and fostering client relationships while achieving designated KPIs.
  • Regularly recognized as a top performer for saves per call.

Previous Aplicable Experience

Miscellaneous
01.1983 - 11.2015
  • Mentored and supported the professional development of newly hired CentryLink employees by imparting knowledge on systems, software, and sales processes.
  • Enhanced brand visibility and market reach by designing successful advertising campaigns for numerous small businesses, State tourism entities, and chambers of commerce using primarily print and radio platforms.
  • Led the successful establishment and management of the store within a store program across six locations for Wireless retail, receiving numerous sales awards from top wireless providers.
  • Managed the Layton, UT ADT dealership for security services, overseeing DTH and Installation departments while spearheading promotions.
  • Sales representative for inter mountain energy selling mineral rights, shares in drilling LLC's as well as lead acquisition and management.
  • As a supervisor of call center relations for various clients such as Camper World, RCI, ITT, Discover Card, Verifone, and the Yarrow Hotel and Resorts.

Skills

  • Innovation Skills
  • Data Analysis specially KPI's and understanding the underlying behaviors and competencies
  • Employee Supervision
  • Compliance understanding
  • Staff Development
  • Goal-Oriented
  • Salesforce experience including upgrades tool and retention tools
  • Process Improvement

Timeline

Sr Supervisor Concierge

Vivint
07.2022 - Current

Senior Supervisor Customer Loyalty

Vivint
10.2020 - 07.2022

Escalation Lead

Vivint
06.2020 - 09.2020

Customer Loyalty Specialist

Vivint
11.2015 - 06.2020

Previous Aplicable Experience

Miscellaneous
01.1983 - 11.2015

Similar Profiles

CREATE PROFILE
Mark Stockseth