Mark L Brooks

Background

About Mark L Brooks

Highlights Include: • Project lead, internal auditor, and point of contact for J.D. Power and Associates (JDPA) Certified Call Center Program for Outsourcers certification in Financial Services, involving ~1500 employees in seven programs at two sites for Center Partners.(Contact center sites were located in Fort Collins, Colorado and Liberty Lake, Washington) • Developed communication campaign to advance business objectives to align organization with priorities and goals and helped each individual understand his/her contribution to achieving certification • As a consultant, spearheaded efforts to prepare financial services client (investments) for J.D. Power’s Customer Service Excellence Certification. Identified process and execution gaps and developed strategies to bridge gaps • Operations Manager for Capital One’s Application Phone Channel (via BPO), responsible for all metrics (with a focus on customer satisfaction) and performance of 13 Supervisors and over 200 indirect reports at two sites • Operations Manager for Capital One Spark Pay (via BPO), responsible for new client launch and all metrics • Led team of 21 Client Services associates and two Team Leads to deliver world-class service to ADP clients and reduce client effort; partnered with escalated clients to resolve issues and retain business • Partnered with Relationship Managers to ensure alignment of expectations and performance • Fostered strong relationships with cross-functional groups, such as L&D, site operations, HR, Reporting, IT, Marketing, Facilities, Logistics, Quality Assurance, Payroll, Dialer Team, Scheduling, and Global Queue Analysts • Embrace the philosophy of servant leadership • Build high-performance culture conducive to delivering world-class customer experiences on each interaction, specifically as it relates to driving Customer Satisfaction (CSAT) Personal Interests Include: • Ultra trail running (training for Pinhoti 100) • Reading • Creative writing (working to publish debut novel) • Chess • College football (Alabama) • Scuba diving (11 dives) • Rock climbing (5.10) • Snow skiing (blue) • Trout fishing in mountain streams