Mark Wollenberg Email & Phone Number

Greater St. Louis

Greater St. Louis

Manage phone coverage and on-call support; prioritizing the workload; ensuring adequate training on products, customer service skills, policies, procedures and Quality/Regulatory requirements; maintaining the budget; evaluating employee performance.Maintain high standards of service and support to customers by identifying and addressing customer needs.Maintain regulatory compliance on inquiry and complaint handling and track performance quality of Industry products and applications.Evaluate and/or create customer letters, price lists, marketing literature, manuals, package inserts, and other technical support documentation.Collaborate with US Field Application Specialists and Level 2 Support trainers regarding the technical and product training for Industry team members and/or customers.Manage Industry Technical Support participation in the development of new Industry products and application design. Provide personnel with development opportunities and an environment for continuous improvement to achieve and maintain a motivated and effective team.

Durham, North Carolina, United States

Provide leadership, monitor current customer issues, facilitate communication among front line staff, set priorities and coordinate teamwork among customer facing groups to achieve customer satisfaction. Oversee the daily scheduling activities for the technical support centers. Develop performance improvement strategies as needed. Coordinate with management and lead the preparation and delivery of the performance management process for all employees. Work with the managers to control operating expenses within established budgets.

Durham, North Carolina, United States

Coordinate team on-call schedule with answering service.Four-time Quarterly Performance Award winner and Customer Service of the year in 2013.Taught Phone Pro courses to colleagues beginning in March of 2013.Customer service satisfaction score of 4.93 in 2013 and 5.0 out of 5.0 in 2014.Create FAQ/Best Practice Documents for team troubleshooting purposes.Develop strategies for high priority customers to ensure all needs are met with realistic expectations.

Raleigh-Durham, North Carolina Area

Point of Care Coordinator.Quality Recognition Program Committee member.Generalist training on all shifts and departments in the laboratory.Primary backup to Hematology and Blood Bank Supervisors.Upkeep instrument integrity checks with carryover, reproducibility and patient correlation studies.

Cleveland/Akron, Ohio Area

Generalist on second shift Chemistry, Hematology, Blood Bank, Microbiology and Accessioning.Trained while multitasking in multiple software's formerly Sunquest, currently Smarterm, Molis, and Instrument Manager.Recognize sample errors quickly from both the lab and the non-laboratory.

Dayton, Ohio Area

Displayed competence with the departments and completed the internship successfully.Created positive relationships with teachers and laboratory technicians that have continued.Trained in phlebotomy and able to draw patients well.Learned new techniques, procedures, and instruments in a timely manner.

Bachelor Of Science, Biology

Medical Technology