Mark Barton Email & Phone Number

• Manages the Supervisors and Senior Managers of Agents within the CTS department. • Ensures timely, compliant, accurate and thorough documentation of customer contacts by staff in the CRM system. • Participates with Business Process Improvement to ensure the timely development and implementation of call scripts. • Oversees the tracking and communication of department quality metrics (such as Call Monitoring and Error Rates). • Maintains departmental procedures and processes to… Show more • Manages the Supervisors and Senior Managers of Agents within the CTS department. • Ensures timely, compliant, accurate and thorough documentation of customer contacts by staff in the CRM system. • Participates with Business Process Improvement to ensure the timely development and implementation of call scripts. • Oversees the tracking and communication of department quality metrics (such as Call Monitoring and Error Rates). • Maintains departmental procedures and processes to meet CTS Department needs and associated compliance requirements. • Participates in the development of troubleshooting guidelines and appropriate execution. • Ensures Customer Service Excellence by providing routine call monitoring of Technical Support Specialists. • Supports the CTS Director in the evaluation of Technical Support center metrics per individual and for the department. • Supports FDA, ISO audit activities in regards to customer technical support activities. • Makes recommendations for improvements to customer technical support and leads implementation efforts. • Supports disaster recovery and off schedule operations efforts as it relates to customer technical support. Show less

Boise, Idaho, United States

- Sponsorship and development of the next generation of young leaders. - Project management.- Real Time/Historical SLA analysis

Boise, Idaho, United States

Provides direction to employees and exercises judgment according to established policies, procedures, and management guidance.Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.Participates in the selection, development, performance appraisal, merit recommendation, and promotion of staff.Makes recommendations for improvements to customer technical support and leads implementation efforts.

Small in home breeder based in Star, Idaho. We breed every 18 months, focusing on the health and wellness of breeding line.

We are a local food truck based out of Star Idaho. We pride ourselves on providing good food with with a fun friendly attitude! This has been a passion for Rhianna and I for many years. Our menu will receive a complete overhaul for 2021, including a large amount of desserts. Unfortunately, we were forced to close our doors due to the pandemic.

Boise Id

Responsibilities include lead and manage a team of customer service personnel and leadership for Bodybuilding.com. Drive high levels of performance by creating a culture based on motivation and recognition at both the frontline customer service agent and leadership level. Established a culture of coaching and development to drive behaviors for a differentiated customer experience while maintaining key metrics such as service levels, enhanced customer interaction, and quality. Major… Show more Responsibilities include lead and manage a team of customer service personnel and leadership for Bodybuilding.com. Drive high levels of performance by creating a culture based on motivation and recognition at both the frontline customer service agent and leadership level. Established a culture of coaching and development to drive behaviors for a differentiated customer experience while maintaining key metrics such as service levels, enhanced customer interaction, and quality. Major Contributions • Optimized department budget by recommending change based off trend analysis of contacts vs. cost of operation to determine new hours of operation. • Identified and created standard operating procedures (SOP’s) along with drawer statements to streamline contact handling and customer experience. • Cofounded a team that recreated a behavioral-based Quality form focusing on behaviors to improve coaching of agents — trained leadership team on how to identify behaviors, score, and coach to behaviors. • Created training content and lead trainings for leadership to assist in behavioral coachings based on customers personality needs. -controlling, entertainer, thinker, feeling -How do we interact and help. This training is still used today. • Updated IDP (individual development plan) format to streamline stretch goal development plans for leaders and agents. Trained leadership and new hire classes on how to use. • Real-Time attendance and schedule adjustments determined for a center of 115 agents. • Named hiring manager for customer service in 2017. Responsible for all interviews,scheduling, and hiring decisions for the department. Show less

Meridian, Id

Major Contributions • Coached and develop 16 individuals through data trending, setting an action plan using the SMART goal method, documentation of progress, accountability and recognition, and tracking results. • Presented Quarterly Business Reviews to VP of Customer Service consisting of data gathered to show results through coaching and development. • Selected to serve as one of four inaugural retention coaches in meridian in 2006. This was due to a proven record of results… Show more Major Contributions • Coached and develop 16 individuals through data trending, setting an action plan using the SMART goal method, documentation of progress, accountability and recognition, and tracking results. • Presented Quarterly Business Reviews to VP of Customer Service consisting of data gathered to show results through coaching and development. • Selected to serve as one of four inaugural retention coaches in meridian in 2006. This was due to a proven record of results through agent focused coaching, and core motivation tactics. • Selected as senior hiring coach from 2009-2010. This required 5-8 interviews per week as well as peer training on interviewing excellence. • Served on the Service Partner Management team as a consultant on T-Mobile prepaid acquisitions. Spent roughly 6 months in the Philippines ensuring sites were up to speed and meeting quality,adherence, and service standards. Show less

Education record

Education record

General Education Core Classes T-Mobile Senior University; Skills training for Assistant Management Position T-Mobile Coach University.