Mark White Email & Phone Number

Washington Dc-Baltimore Area

Virginia, United States

- Dedicated Escalation Support for the U.S. Department of Veterans Affairs (VA)- Dedicated Escalation Support for Sterling- Worked directly with users over the phone and Zendesk who were sent by state unemployment agencies to assist with verify these users identities through all steps of ID.me’s process -Collaborated with ID.me’s Customer Success Managers for S.L.E.D., federal, and commercial identity by helping users they are notified about, answering questions, alerting to possible issues, and attending client calls to answer support questions directly from account partners- Headed creating the procedure for the Sterling escalations and trained colleagues to assist with supporting both the VA and Sterling accounts- Researched and wrote briefs for both state and federal Congressional inquiries on user hardships within the ID.me process

- Part of the initial response team when ID.me was first establishing the company presence on social media for User Support- Helped establish process and procedure for this team- Reached out to users who were attempting to contact ID.me over social media platforms, and moved the conversations off of front pages to Direct Messages and Zendesk- Monitored social media posts to identify bots or impersonators attempting to scam users seeking assistance with receiving the benefits

Virginia, United States

- Conducted 1 on 1 video calls to verify users identities to receive unemployment or veteran benefits- Handled sensitive user personal information and consistently met caller goals, averaging 30-40 completed calls a day - Chosen to help establish the “TR escalation call” team who handle users who contacted user support or higher level employees directly

Fairfax

- Operated the cash register. Was consistently in the top three for registering the most customers with Big Lots rewards cards and/or credit cards - Trained new employees and taught them how to work the register and stock product - Assisted during the store closing process consolidating shelves and organizing boxes

Richmond, Virginia Area

- Unloaded trucks and stocked store merchandise before store opened- Arranged floor stock during after-hours shifts (9pm-4am or 2am-12pm) to better support sales, managed the cash register and bagging, greeted people and their pets, and encouraged use of promotional coupon books at the register