Mark A. Figueroa

Communications & Logistics of operations between companies, employees, facilities and or supplies

• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Manage/Delegate 100 seat call center.
Hire/firing staff, training, scheduling and pay roll

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Created team rotations to man center effectively during peak hours.

• General maintenance of the facility and grounds
• Used personal expertise and craftsmanship to complete residential and commercial renovations.
• Worked closely with owners throughout process to keep projects in line with individual visions.
• Achieved multiple large-scale projects on time, within budget and to high-quality standards through meticulous planning.
• Coordinated subcontractors to complete work within quality and timeframe targets.
• Used variety of hand and power tools to complete tasks.
• Cleaned and maintained tools, equipment and worksites.