Mark Dulay Email & Phone Number

Fremont, California, United States

● Manage a team of 8 customer service representatives to ensure all tickets are 95% handled and closed by our department.● Helped client establish and develop their CRM tool (QuickBase) for our company to utilize which eliminated 100% of the overwhelming email communications between client and 3PLs● Organize & facilitate meetings with operations personnel, upper management & customers.Creating a variety of data reports & charts that include but not limited to Pareto, Pivots, & Analysis.● Using solution based thinking & cost/benefit analysis to resolve issues.● Onboarded and trained new hires on customer service protocol.● Achieved 50% decrease in onboarding time due to implementation of new training methods.● Managing & creating standard work instructions, training plans, process flowcharts & onboarding handbooks to ensure quality service to customers.● Integrating teamwork, collaboration, & preparation skills in a new developing department in the company.

Fremont, California, United States

Sunnyvale, Ca

● Manage processes and resolve pending issues, maintaining up to 10 minute resolution time.● Provide thorough customer billing support, exceeding 90% goal and achieving 95% accuracy rate.● Cultivate relationships with 200+ global internal and external customers spanning 2 continents, providing support on all procedural, process, and non-technical related queries.● Process 250 weekly sales orders, communicating with sales representatives and dealers throughout process.

Palo Alto

● Quickly and successfully resolved issues for customers, merchants, and drivers by email, phone call, and client chat services, earning 90%+ customer satisfaction score.● Provided coaching to fleet of drivers, securing drivers early to improve efficiency by 50%.● Conducted driver satisfaction survey with 100 respondents per month, analyzing data to establish best practices.

Mountain View, Ca

● Developed and managed Customer Connection Lab with team of 15 at each location, improving understanding of customer experience and product evaluation.● Coordinated customer support events including rotational program with 50+ student interns.● Drove integration of support calls to agent case notes, resulting in 50% increase in efficiency and improved understanding of product and service issues.● Oversaw 300+ Amazon customer reviews of QuickBooks product and provided responses within 24 hours.● Built relationship with third party QuickBooks sales training provider to host live instructor-led classes on company campus sites with 25+ attendees per class.

Mountain View, Ca

● Provided technical support to customers of Small Business IOPv2 and Accountants IOP4A Product SaaS applications, earning 90%+ customer satisfaction score.● Facilitated product review meetings with team of 10 to drive continuous product improvement with product management and quality assurance based on account issues and internal testing.● Collaborated with team on product test pilots including automation of W-2 and 1099 forms based on paid wages.● Assisted 200+ accountants in setting up and strategizing use of Accounting Professional Program.● Led rebranding project for PayCycle website to Intuit Online Payroll, collaborating with team of 5+ to approve webpages prior to launch.