Mark Jones

Background

About Mark Jones

Respond to the needs of current and potential customers in order to grow the relationship value. Instrumented new business development and marketing efforts which expanded the customer base and introduced new produces. Contributed to the implementation of a promotional program that optimized revenue levels with in a trading environment with an average staff of 20 representatives. Played key role in increasing retention as well as satisfaction rates with the company and identify trends. Troubleshoot network, computer, and phone issues. Customer service, data entry, billing adjustments. Mentor co­workers with order entry and the sales. Monitor and documented the progression of representatives within a controlled environment. Nesting New Hire Coach/Facilitator Selected by management to assist and help with new hires. Facilitated a group of new hires, assisting with navigation of computer system software applications,Trainings, coaching side by sides. Go over daily reports for call center metrics such as Productivity, Transfer rate, Truck roll prevention, FCR and CSAT. Held individual one on ones with new hires and set performance goals and steps on how to reach and retain daily and monthly goals.