Mark Kammer Email & Phone Number

Ponte Vedra Beach, Florida, United States

Jacksonville, Florida

• Monitor daily exception reports for items flagged to ensure they are corrected within given SLAs. • Provide monitoring and tracking around metric performance for our workgroup that was later rolled up into a deck that is presented to Senior Leadership. • Identified and managed to open a CAP around an inconsistency found between client contracts and fees. • Created and manage a bi-weekly newsletter that ensures our department stays knowledgeable of team processes while working remote. • Projected attrition rates and utilized projected client spend to present segmentation plans for client coverage based on projected FTE available.

Jacksonville, Florida, United States

• Track results of initiatives put into production by providing post install tracking using systems such as: Cognos, GlassBox, Sawgrass notes and complaints data.• Collaboratively work within a scrum environment as a Digital Services SME to improve the experience for customers and agents while providing the business with cost savings.• Helped to identify and work with Scrum Team for Digital and IVR call containment effort providing a potential 1.8MM call savings in 2019.

Jacksonville, Florida

• Part of the creation and implementation of the agent Trouble Ticket reporting process by providing outline for process and concept with examples to allow for agent self-servicing.• Ensured that digital experience for customers was working as designed and identified shortcoming in design.

Morgantown, Wv

Soul Brothers is a soul-food restaurant located in Morgantown, WV. I created this restaurant with just a menu idea, and, over the course of six months, worked tirelessly to create a business plan and a functioning restaurant. My roles at Soul Brothers include:-Conceptualizing a menu by testing timeless recipes and ensuring quality control. -Hiring, training, and managing a team of approximately 20 various types of employees. -Creating a training program for employee on boarding, an employee code of conduct manual, and a manual for day-to-day operations.-Ensuring that all employees have all the tools necessary to complete their day-to-day functions. Creating consistent business branding. -Increase the visibility of the restaurant and raise brand awareness through integrated marketing campaigns such as, social media, print advertising, and radio advertising. -Maintaining quality control from customer to customer. -Prepare and distribute payroll for approximately 20 employees. -Manage finances including weekly sale and expense analysis, managing weekly vendor accounts, supply orders, daily cash records, and bank deposits. -Promote a positive public image to the surrounding community. -Ensure the integrity of restaurant operations through excellence in customer relations. -Maintained an average customer review rating of 4.7/5. -Won 'Judges and People's choice for Best Mac & Cheese in town'.

Morgantown

Fourth and Goal is a sports bar and grill that sees well over 15,000 customers per year, with the ability to attract a new crowd of customers every year due to the college town the restaurant and bar is located in. My primary roles as general manager included:-Creating new and appealing food and drink menus to help maximize sales. -Overseeing employee expectations were met every day. -Implemented employee training manuals and set daily expectations by following the 'lead by example' model. -Ensuring that restaurant managers upheld the expectations of service employees to maintain quality control and customer satisfaction in my absence. -Managing employee relations, including soliciting new employees, interviewing, and hiring.-Creating and maintain the schedule of employees. -Counting and keeping track of inventory and submitting weekly orders to vendors. -Maintaining vendor relationships.

Completed necessary tasks to ensure the goals of the Student Affairs Office were met. These tasks included extensive data entry into confidential databases, fielding telephone calls, filing and archiving surveys and general information, mailing and keeping up to date on University protocols.

Interacted with parents and incoming students to answer all questions they have about West Virginia University. Lead participants through their day of orientation by completing tasks including, but not limited to, advising, campus tours, and student panels.