Mark Welter

If you have children you know

• Developed and implemented service protocols to enhance operational efficiency.
• Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
• Resolved customer complaints quickly and effectively.
• Facilitated communication between the service department and other company divisions.
• Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
• Prioritized and delegated daily work tasks to meet anticipated project goals.
• Oversaw daily operations of the service department, including scheduling and workflow management.

• Determined staffing requirements, interviewing, hiring and training new employees.
• Worked with management team to improve workflows and eliminate unnecessary tasks.
• Automated office operations to optimize accounts payable and receivable, customer correspondence and data communications.
• Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
• Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
• Assisted in the development of administrative procedures and systems to improve accuracy and efficiency.
• Ensured compliance with organizational policies and procedures as well as applicable laws and regulations.
• Organized and maintained documents, files and records.
• Served as a liaison between the organization's leadership team and other departments when needed.
• Created and maintained operations manual to document systems and standards.

• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Explained benefits, features, and recommendations to maximize client retention.
• Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
• Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
• Developed policies and procedures related to customer service operations.
• Developed and implemented strategies for providing excellent customer service experience.
• Delegated work to staff, setting priorities and goals.
• Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Managed team of customer service representatives to ensure high-quality support.
• Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
• Evaluated and authenticated returns, exchanges and voids.
• Recommended solutions related to staffing issues and proposed procedural changes to managers.
• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
• Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
• Delivered continuous training to associates to maximize performance and customer relations skills.
• Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.

• Obtained and organized manuals, guides and visual materials for development and training purposes.
• Conducted training sessions for new employees on company policies and procedures.
• Delivered presentations to groups of up to 50 people regarding best practices in customer service.
• Encouraged open dialogue between different departments within the organization about ways to improve overall customer experience.
• Analyzed employee performance data to identify areas requiring additional instruction or improvement.
• Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.

• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Answered customer inquiries and provided accurate information regarding products and services.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Updated system with order specifics and customer details, preferences, and billing information.