Mark Davis Email & Phone Number

Louisville, Ky, Us

Salt Lake City, Ut, Us

Salt Lake City, Ut, Us

Fort Mill, Sc, Us

Fort Mill, Sc, Us

- Highly visible leader responsible for day-to-day planning, measuring and executing contact center service quality and operations. - Responsible for building and maintaining long-term internal and external relationships. - Development of a leadership framework and delivering a range of enterprise-wide initiatives aimed at building a deeper, more flexible leadership bench to serve our growth strategies. - Develop, Coach, and Mentor front line management: directing their activities to achieve Company goals.- Prepare, develop and conduct performance evaluations, make employment decisions, develop goals and targets for contact center team.- Identify, monitor and articulate reporting requirements per individual contract.- Identify, recommend and support the implementation of programs to improve contact center processes through quality and training.- Responsible for Service delivery in line with contractual Service Level Agreements.

95877 Bezons, Fr

- IT Operations Support in a multiple contract leveraged environment.- Responsible for developing customer relationships and maintaining customer satisfaction.- Responsible for Service delivery in line with contractual Service Level Agreements.- Manage and develop a diverse group of Supervisors, Process Analysts, Administrators and level 1 and 2 agents.- Responsible for data analysis, reporting, forecasting, project management, hiring and continuous improvement.- Focused on contractual compliance by driving SLA’s, productivity, quality, process control, knowledge management, cost control, customer service and employee development.

Lewis Center, Ohio, Us

- Service Desk, Columbus OH 2008-2012 - Responsible for tracking and ultimate resolution of incidents in line with Service Level Agreements (SLAs) and quality standards. - Responsible for meeting all key performance indicators (KPIs). - Lead the Service Desk team to ensure team and individual performance levels are met. - Responsible for hiring, developing, mentoring and motivating staff. - Responsible for staff performance reviews and day-to-day staff supervision.- Data Center Manager on site at National City Mortgage 2005-2008 - Built service relationships with customers. - Managed all network requirements for Data Center equipment. - Managed all Data Center documentation.- Engagement Manager 2000-2005- Managed entire Helpdesk Operations for Relizon Corporation.- Created new documentation processes for Helpdesk Operations.- Established the Helpdesk team and maintained customer satisfaction rating above 95%.- Responsible for establishing customer relationships, performance, and profitability.

- Responsible for recruiting, training and profitability for multiple Ponderosa units.- Increased sales by 20% and increased guest counts by 7%.- Successfully mentored 15 unit employees into Unit Manager and General Manager positions.- Supervised all unit employees and initiated a comprehensive training program for associates.

Education record

Education record