Mark Bobkiv Email & Phone Number

Greenville, Sc, Us

Arden, North Carolina, United States

Remote

Remote

Remote

Ensured that employees are following training procedures and day-to-day requirements.● Contributed to the improvement of customer service efficiency by creating over 10 new knowledge base articles.● Implemented solutions to address operational inefficiencies within the team, resulting in a 40% decrease in resolution time.● Led the training and onboarding of over 12 new hires, ensuring a smooth transition and integration into the company.● Applied problem-solving techniques to complex technical challenges, increasing resolution time by 35%.● Communicated effectively and routed tickets that can't be resolved at the desk to the groups, per the escalation process.● Initiated and facilitated the following ITIL processes: Request Fulfillment, Incident, Access, Problem, and KnowledgeManagement.● Delivered outstanding customer service to over 3,000 clients by responding promptly and resolving complex technical issueswith accuracy.● Executed daily monitoring & troubleshooting of Microsoft 365 applications and Google Cloud Services, resolving user issueswithin 24 hours in 90% of cases.● Utilized standard operating procedures and knowledge support tools to accurately diagnose and troubleshoot customerapplication issues, resulting in 90% of cases being resolved within the first call.

Remote

•Apply standard operating procedures and up-to-date knowledge resources to enhance the interest of the potential client•Utilize Social media platforms to generate lead generation, promotion of the services, and engagement of the community•Collaborate with the sales and marketing teams to increase the efficiency of promoting corporate events, services, or limited-time offers•Prioritize strategic target account lists with support from the marketing executives as well as back end software development management•Provide and monitor qualifying lead information to the marketing and sales departments, to aid in account advancement and future collaboration with the organization•Maintaining and exceeding expected metrics of outbound tasks, and targeted correspondences to increase the number of engagements in a certain time frame throughout different social media platforms

Duncan, South Carolina, United States

Quality Assurance (Qa), Quality Assurance (Qa)

Bachelor'S Degree, Business Administration And Management, General