Mark Brown Email & Phone Number

Oklahoma, United States Remote

Expert quality assurance analysis ensuring the accuracy of work performed by other agentsImplementing training of agents through Quality Assurance ReviewsDepartmental training of new agents and expert resources through the probation period and beyond.Recorded findings of the inspection process, collaborating with a quality team to implement corrective.

Helping setup new clients with background checks and granting them access to background products. While maintaining exceptional performance, quality, and metrics. Acting as a liaison to various other departments for the organization

United States

Meet and greet guests. Call potential customer's and schedule sit down meetings to discuss vehicle needs. Educating clients on details and new features of their new vehicle. Making follow up calls to clients to ensure all their needs were met. Providing top tier customer experiences that leave a lasting memory.

United States

• Managing a team of 12 to 20 direct reports.
• Maintains operational controls, checks and balances to ensure compliance with regulatory, internal and customer polices and procedures.
• Developed a policy and procedure operating guide for representative to follow while interacting with customers.
• Maintaining special projects from creation and performing daily diagnostics to ensure all functionality is exceeding expectations.
• Employee recruitment for on-boarding and training.
• Worked help desk line daily for all supervisory calls to include full resolution and retention.