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.

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.