Mark Travis Hamilton
MANTECA,CALIFORNIA
Summary
Dependable people pleaser CSR with over 5 years experience and dispatcher with over ten years of experience looking to take customer-first outlook, time-management skills and fast-paced environment experience to meet business needs. I have worked through crises such as riots, store assaults, union strikes, and the Paradise Fire.
Overview
27
27
years of professional experience
Work History
RSA - Retail Sales Administrator
Comcast
Stockton, CALIFORNIA
08.2021 - Current
- Receive and ship mail orders. Order supplies for locations in Tracy, Stockton and Modesto.
- Identify needs of customers promptly and efficiently; assist with payments, giving and receiving equipment, billing, and general product knowledge.
- Assist front of house when they are overwhelmed.
- Troubleshoot any office equipment, and talk to any 3rd parties for maintenance for larger devices.
- Perform audits of all salable inventory
- Prepare and execute resets at locations, changing venue signage, displays, aesthetics based on guidelines.
CSR Dispatcher
Knights Plumbing
MANTECA, CALIFORNIA
09.2020 - 07.2021
- Route DOJ work and prioritize any incoming entries
- Communicate time windows with customers and their needs
- Order inventory for warehouse
- Managing calls to/from field and customers, booking appointments, supply chain, relaying status
- Drive to permit locations and acquire neccessary paperwork
Commops Dispatch III
Comcast
San Ramon, CA
10.2008 - 07.2020
- Keep DOJ accuracy up to 98% daily.
- Make customer aware of tech status before and after he arrives
- DBH and CAD knowledgeable
- Problem-solving for any escalations or emergencies as they come up.
- Multitasking multiple areas across all of California, from Fresno to Chico.
- Route afterhours techs for appropriate businesses or VIP
- Teamwork with field to keep everyone happy and safe
Network Dispatch
AT&T
San Ramon, CA
07.2001 - 07.2008
- Wore a variety of hats, working in every dept: residential, business, construction and mainframe;
- Assist technicians in troubleshooting and assist support, keep field supervisor in loop of any issues or delays.
- Create cable failures and attach jobs to them, update all invested parties and tech involvement.
- Notify customer of status updates, arrival times, respond to any emergencies or gobacks.
- DOJ routing and monitoring area across the bay areas.
- Deal with escalations, emergencies or mishaps that appear.
Customer Service Call Center Supervisor
Randstad
Dublin, CALIFORNIA
07.1998 - 07.2000
- Escalation specialist
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Updated customer accounts, addresses and contact information within call management databases.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Upsell any product if customer is so inclined
Education
Associate of Arts - English
Ohlone College
06-2006
High School Diploma -
Tates Creek High
06-1994
Skills
- Team Player
- Professional with internal/external customers
- Agile and Adaptable
- Time management
- Problem solving
- Critical thinking
- Organizational skills
- Training and coaching
- Data management
- Troubleshooting
- Remote office availability
- Multitasking
- Problem resolution
- Inventory management
- Technical troubleshooting
- Customer service
- Data analysis
- Equipment maintenance
- Communication skills
- Regulatory compliance
- Networking
- Self-Directed
- Cultural awareness
- Team management
Websites
Timeline
RSA - Retail Sales Administrator
Comcast
08.2021 - Current
CSR Dispatcher
Knights Plumbing
09.2020 - 07.2021
Commops Dispatch III
Comcast
10.2008 - 07.2020
Network Dispatch
AT&T
07.2001 - 07.2008
Customer Service Call Center Supervisor
Randstad
07.1998 - 07.2000
Associate of Arts - English
Ohlone College
High School Diploma -
Tates Creek High
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