Mark Bennett Email & Phone Number

Tucson, Arizona, United States

Working in the Community and Intergovernmental Engagement Section supporting with administrative and technical tasks. Provided technical expertise in Google Suite, databases and Microsoft Excel. Provided Guidance to the CIE Section by planning, developing, directing, reviewing and participating in the activities of continuous improvement projects. Provided liaison between different agencies Arizona businesses and the AZDEQ Information Technology Section.• Updated functional and operational manuals outlining established methods of performing work in accordance with organizational policy.• Presented recommendations to management and coordinating implementation of process improvements and system changes• Improved processes by moving to Google Suite from Microsoft resulting in a 15% increase of efficiency. • Coordinated with ADEQ General Services in Phoenix for Fleet Operations to facilitate maintenance and repair of vehicles, rentals, funding analysis, general maintenance and policies.• Serve as the point of contact for the Southern Regional office for issues relating to purchase orders, coordination with General Services for office repairs, IT repairs for employees.• Worked on and developed with General Services and Arizona Department of Administration a process plan to resolve parking issues for the Underground Garage and the City/State Garage. • Developed and updated Standard Work according to Lean metrics for department processes as well as the entirety of the Southern Regional Office.• Performed KSA deep dive data analysis on the team and their skills and passed the results to management.• Developed and created the Community and Intergovernmental Engagement Google site.• Collaborated with ADOA to develop and initiate a plan to move all state vehicles to the City State Garage.• Created a Google Sheet inventory list for IT supplies to track what is being used at SRO and given to new hires for the agency.

Phoenix, Arizona, United States

Updated the Letter of Intent, Publication 1346 and Publication 1246 for vendors for tax year 2020.Updated functional or operational manuals outlining established methods of performing work in accordance with organizational policy.Evaluated existing and proposed administrative policies, procedures, systems and practices.Evaluated state legislation of how it impacts tax filing and worked on processes to incorporate changesEvaluated the relevance of existing management analysis concepts and guidelines to prepare and tailor plans or individualized approaches to resolve the program issues.Reviewed Individual, Fiduciary, Partnership, Corporate and S Corporate forms and schema changes for completeness and provided recommended suggestions and editsCompleted and approved Form change and Schema change requests using Microsoft Team Foundation Server.Presented recommendations to management and coordinating implementation of process improvements and system changesImproved processes by moving to Google Sheets from Excel resulting in a 10% increase of efficiency. Assisted Vendors with questions, troubleshooting and issues relating to submission id’s.Worked on SB1783 by reviewing schema, requirements and approved changes.

Tucson, Arizona, United States

Prepared evaluations of phone, chat, and email support interactions and provided actionable, accurate feedback to drive improvements for the TurboTax Live Team. Analyzed data through speech analytics using Amazon Cloud, Customer Service Reporting Platform and Nexidia. Collaborated across teams to investigate, identify, research, and recommend solutions to customer and expert experiences. Examined data to identify trends and insights. Collaborated internal team managers to drive results, present findings, and identify aberrations and defects in call routing and phone connection. • Participated and led calibration sessions with internal teams to facilitate learning and deepen the understanding of exceptional customer experience.• Analyzed and reported customer insights gained through the quality evaluation process to identify people, process, and technology opportunities to improve.• Proactively engaged with stakeholders and built strong relationships to help drive momentum.• Participated in ongoing performance improvement or research projects in an effort to improve the customer experience or resolve performance issues.• Completed various projects including assessing reasons for agent’s decreasing metrics by listening to 200+ calls and presenting findings to management and identifying specific solutions.• Validated Customer Success Reporting Platform and Chat Dashboard Queries and recommended improvements.• Created Documentation for Agents and Management• Increased accuracy of compliance metrics for Speech and Chat agent queries by 18% through call listening, investigation, data analyst and making recommendations for changes to management.

Tucson, Arizona Area

Prepared evaluations of phone, chat, and email support interactions and provided actionable, accurate feedback to drive improvements. Analyzed data through speech analytics using Amazon Cloud and Nexidia. Collaborated across teams to investigate, identify, research, and recommend solutions to customer and expert experiences. Examined data to identify trends and insights. Collaborated with partner sites and partner relationship managers to drive results, present findings, and identify aberrations and defects in call routing and phone connection. • Participated and led calibration sessions with internal and external partners to facilitate learning and deepen the understanding of exceptional customer experience.• Analyzed and reported customer insights gained through the quality evaluation process to identify people, process, and technology opportunities to improve.• Proactively engaged with stakeholders and built strong relationships to help drive momentum.• Participated in ongoing performance improvement or research projects in an effort to improve the customer experience or resolve performance issues.• Decreased agent non-talk time from 30% to 25% by listening to calls and providing feedback agents to discuss their current stats and month-to-month metrics.• Completed various projects including assessing reasons for agent’s decreasing metrics by listening to 200+ calls and presenting findings to management and identifying specific solutions.

Tucson, Arizona Area

Identified and tracked agent behavior by listening to and documenting calls. Examined data to identify trends and insights. Recommended actions for product and process changes to drive solutions to negative outliers or trends. Flagged violations of processes and procedures. Utilized Tableau, Quick Base, ICBM, Interact Agent and Citrix to investigate trends and agents. • Identified and analyzed root causes of product and agent related trends.• Consistently met and exceeded established cycle times, metrics, and deadlines.• Collaborated across teams to investigate, identify, research, and recommend solutions to negative customer experiences and product defects.

Tucson, Arizona Area

Managed service level agreement teams domestically and internationally in Manila, Philippines. Generated reports and findings on service level agreement to management. Ensured customers were compliant in regards to HIPPA and other government and organizational requirements. Managed call flow and responded to technical support needs of customers. Reviewed and created technical documentation and procedures. Defined and documented technical best practices. Mentored Analysts.• Created workflow documentation and initiated steps to decrease SLA occurrences, resulting in a drastic reduction within three months.• Promoted to Team Lead and assigned tickets to both Philippines and States for meeting required weekly and monthly goals.• Documented, researched, and resolved technical customer service issues with various diagnostic tools. • Remained up-to-date on the latest technologies and solutions applicable to company products.• Wrote and published technical documentation describing procedures for solving technical issues and the steps to solve them. • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.

Tucson, Arizona Area

Responded to all customer issues. Managed and took ownership of cases from advisers and found solutions for customers. Multitasked across systems and applications and analyzed and resolved a variety of complex technical issues. Led team meetings. Mentored new technicians. • Achieved maximum customer satisfaction by maintaining excellent verbal and written communication skills within the company.• Recognized by management for developing documents, including training materials and workflow documents for future leads, to help with process flow. • Handled escalated cases, serving as manager and the end point for all customers.

Master Of Business Administration - Mba

Bachelor'S Degree, Political Science And Government, 3.56 Gpa

Activities and Societies: Boy Scouts of America Eagle Scout Association

Bachelor'S Degree, History, 3.56

Activities and Societies: Boy Scouts of America Eagle Scout Association

Associate'S Degree, Business Administration And Management, General