Summary
Overview
Work History
Education
Skills
Accomplishments
Additional experience
Software proficiencies
Timeline
Generic

Mark Trieger

Watauga,USA

Summary

Experienced service leader skilled in handling team members and clients' inquiries and escalations. Trained as a coach, adept at supporting and developing others within the company. Committed to fostering a collaborative and growth-oriented environment for all stakeholders. Dedicated to driving success and achieving excellence in customer service delivery.

Overview

18
18
years of professional experience

Work History

Australia Senior Agent (Lead)

Carnival Cruise
08.2023 - Current
  • As a Lead, I have successfully assisted the 3rd party group (CASI) and the Australia Sales team with knowledge and escalation issues. I was responsible for ensuring everyone was updated with the latest information on IKNOW or emails. Building solid relationships with team members, leaders, the Sales team, CASU, and PHPs has always been my top priority. I've handled escalation calls and help with information about our ships and shore excursions.

Fun Expert Lead

Carnival Cruise
12.2022 - 08.2023
  • I have experience handling escalation calls from agents, providing them with the necessary information to answer their questions. I also take regular phone calls from guests and assist them in fixing booking-related issues by providing step-by-step guidance. As part of my job, I created #CarnivalAdventure Wednesday, where I discuss the different excursions that our company offers and post them on Yammer. In addition, I share helpful IKNOW information with our agents first via Email and then in Yammer. I am a proactive and dedicated team player who is always willing to go the extra mile to ensure customer satisfaction.

Fun Expert

Carnival Cruise
07.2022 - 12.2022
  • As a former employee at FUN Shop, I was responsible for providing exceptional customer service to guests. My duties included helping guests with their orders in the shop and assisting with any online issues they may have had. This ranged from helping guests sign into carnival.com to troubleshooting issues with purchasing items online. Additionally, I utilized my knowledge as a PVP to answer questions in the team chat and support my colleagues. My dedication to providing outstanding customer service and my ability to work effectively in a team makes me an ideal candidate for any customer service position.

PVP

Carnival Cruise
07.2021 - 07.2022
  • Initiated calls to new and current guests to help them plan and personalize their cruise vacations. I developed building relationships with my guests so I could better help them with their cruises, from their needs to their wants. Always kept the customer up today with Carnival’s information and followed Carnival’s protocols. Performed at a high standard to make for my guests as well as for the company to help grow my guest list. Illustrated Carnival’s protocols to the guests so they understood all of our protocols as well as to make them feel more comfortable.
  • Key Accomplishments:
  • Met sales quota 100% of the time by implementing best sales practices and the company’s sales guidelines.
  • Secured 5th spot in sales ranking throughout the state.
  • Recognized by senior management as a diligent and resourceful sales professional.

Specialist

Spectrum Mobile
10.2018 - 07.2021
  • Engage with existing and prospective customers to identify requirements and promote the company’s product portfolio. Train sales representatives and specialists to improve performance metrics and maintain consistent customer satisfaction in a fast-paced retail environment. Manage sales cycles and mentor sales teams to meet time-sensitive sales targets and increase customer conversion rate through effective negotiations. Resolve client escalations and recommend solutions to raise client retention.
  • Key Accomplishments:
  • Met sales quota 100% of the time by implementing best sales practices and the company’s sales guidelines.
  • Secured 5th spot in sales ranking throughout the state.
  • Recognized by senior management as a diligent and resourceful sales professional.

Appliance Customer Care (ACC)

Best Buy (Geek Squad)
07.2015 - 10.2018
  • Monitored appliance installations to comply with client-provided specifications and reduce service errors. Provided pre-and post-sale support to clients in order to rectify any installation problems and ensure service integrity. Communicated with customers to timely address queries and maintain customer satisfaction. Led training programs to uplift the performance of new recruits and deliver best-in-class customer service.
  • Key Accomplishments:
  • Developed and implemented strategies to repair and install appliances while reducing downtime.

In-House Reservationist

Wyndham
09.2014 - 06.2015
  • Handled high volume of inbound calls to book reservations for guests and inform any changes in the schedule. Managed reservation changes and amendments in the schedules to maintain seamless operations in a dynamic landscape. Promoted various packages to secure up-sell opportunities and increase sales revenue. Led cross-functional teams to deliver outstanding customer service and maximize guest satisfaction. Processed payments and sent confirmation details to customers.
  • Key Accomplishments:
  • Commended for resolving intricate problems and overseeing a wide spectrum of operations.

Residential Sales and Small Business Representative

Verizon Communications
03.2007 - 01.2013
  • Executed effective follow-up and customer engagement tactics to build sustainable relationships with existing and prospective customers. Assessed customer requirements to identify the best available products and recommend appropriate solutions. Managed customer service delivery and led cross-functional internal teams focusing on mitigating customer issues under strict time restrictions.
  • Key Accomplishments:
  • Received highest rankings in sales and customer satisfaction levels for meeting sales quotas 99% of the time, with an average attainment of 150%.
  • Oversaw a team of new sales representatives and secured second place against 10 total teams in the internal call center performance ranking.
  • Recognized for consistently maintaining sales performance in the top 10%.
  • Ensured operational excellence of all Beta systems while collaborating with IT teams.

Education

Bachelor of Arts - History and Business

Howard Payne University
Brownwood, TX

Skills

  • Sales Management Planning
  • Sales Prospecting & Lead Generation
  • Sales Territory Management
  • Consultative Selling
  • Cross-selling & Up-selling
  • Service excellence
  • Sales Negotiations
  • Client Relationship Management
  • Team leadership

Accomplishments

  • Recipient of multiple Customer-Service Recognition awards
  • Spearheaded distributor onboarding and increased sales by 175% within 2 years for J.D. Sales
  • Exceeded sales quota goals throughout the professional career

Additional experience

BBQ and Appliance Sales Representative at Jackson’s Home & Garden and Sales Manager at J.D. Sales

Software proficiencies

  • Microsoft Office Suite
  • Database Management Tools

Timeline

Australia Senior Agent (Lead)

Carnival Cruise
08.2023 - Current

Fun Expert Lead

Carnival Cruise
12.2022 - 08.2023

Fun Expert

Carnival Cruise
07.2022 - 12.2022

PVP

Carnival Cruise
07.2021 - 07.2022

Specialist

Spectrum Mobile
10.2018 - 07.2021

Appliance Customer Care (ACC)

Best Buy (Geek Squad)
07.2015 - 10.2018

In-House Reservationist

Wyndham
09.2014 - 06.2015

Residential Sales and Small Business Representative

Verizon Communications
03.2007 - 01.2013

Bachelor of Arts - History and Business

Howard Payne University

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