Mark Carlson

Background

About Mark Carlson

Resourceful professional offering stellar customer relationship building, quality assurance, and problem resolution capabilities critical to optimal account management and retention. Key Strengths Customer Service Programs: Ability to leverage analytical and interpersonal skills to build high quality customer programs / initiatives, including market penetration and account maintenance and retention. Strong background in call center management with ability to promote efficiencies and monitor contractor performance. Interpersonal Skills: Track record for identifying and promoting customer needs with internal stakeholders to generate smooth communication and problem resolution. Adept at building productive relationships with external partners and responding to customer complaints and issues with diplomacy and tact. Other Skills / Attributes: Talent for quickly adapting to new situations and processes. Exceptionally well organized, as well as goal- and detail-oriented. Tenacious, dedicated leader with high integrity and passion for helping others achieve performance / career goals. Areas of Expertise Customer-focused • Process Mapping / Improvement • Helpdesk / Call Center Operations • Team Building • Performance Measurement • Issue Escalation Management • Workflow Efficiency • Data Management