Mark zwirnbaum
ANAHEIM,CA
Summary
Dedicated Customer Service Representative with a focus on enhancing customer satisfaction through effective problem resolution, critical thinking, and professional telephone demeanor.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Diligent Customer service with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
37
37
years of professional experience
Work History
Customer Service Representative SR
Optum
Anaheim, CA
08.2016 - 01.2026
- Resolved customer inquiries through multiple communication channels, ensuring timely and effective solutions.
- Managed escalated issues by coordinating with internal departments to achieve satisfactory resolutions.
- 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 and implemented process improvements that increased customer satisfaction ratings and streamlined operations.
Security Officer Supervisor
Barton Protective Services
Costa Mesa, CA
09.2012 - 08.2016
- Supervised security personnel and ensured compliance with safety protocols.
- Developed and implemented training programs for new security staff.
- Conducted regular inspections to identify potential security risks and vulnerabilities.
- Collaborated with law enforcement agencies during emergency response situations.
- Monitored surveillance systems to detect suspicious activities and prevent incidents.
- Prepared detailed incident reports and maintained accurate records of security operations.
- Supervised a team of security officers, ensuring adherence to company policies and maintaining high morale among staff members.
Security Officer Supervisor
Securitas Security Services USA
Anaheim, CA
07.2003 - 08.2009
- Led team meetings to discuss performance, address concerns, and enhance communication.
- Evaluated security procedures, recommending improvements to optimize efficiency and effectiveness.
- Developed detailed incident reports, providing comprehensive information for management review and decisionmaking.
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines set forth by the organization.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Collaborated with local law enforcement agencies to provide a secure environment for company employees and visitors.
- Evaluated performance of security personnel, offering constructive feedback and guidance for improvement when necessary.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
Custodian
Disney
Anaheim, CA
08.1988 - 01.2000
- Maintained cleanliness and organization across multiple park areas to enhance guest experience.
- Operated cleaning equipment efficiently, ensuring high standards of hygiene and safety.
- Trained new custodial staff on best practices and operational procedures for optimal performance.
- Implemented waste management strategies, promoting sustainability within park operations.
- Conducted regular inspections to ensure compliance with health and safety regulations across all venues.
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
Education
High School Diploma -
Garden Grove Adult ED
Garden Grove, CA06-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative SR
Optum
08.2016 - 01.2026
Security Officer Supervisor
Barton Protective Services
09.2012 - 08.2016
Security Officer Supervisor
Securitas Security Services USA
07.2003 - 08.2009
Custodian
Disney
08.1988 - 01.2000
High School Diploma -
Garden Grove Adult ED