Mark Behrens Email & Phone Number

Hopkinton, Ma, Us

Boston, Massachusetts, Us

Fairmont, West Virginia, Us

- Managed a team of Technical Writers responsible for quality review of contract deliverables ranging from reports on results and contract progress, standardized procedure documentation and training PowerPoints. Advanced initiatives to improve output quality – while reducing delivery timeframe by 50% on all weekly outputs.- Developed and maintained a Documentation Management process (via a Document Coordinator role) critical to the communication, update, and archival storage of contract deliverables – including all contract reporting and survey documentation fulfillment (inbound and outbound).- Managed a Contact and Service team that supported travel logistics, employee customer service, as well as completion, reconciliation and storage of expense reports for all employees.- Performed process reviews and implemented efficiency standards and measures based on company goals.

Boston, Massachusetts, Us

Reporting to Controller – responsibilities included:- Developed and managed global Quality Audit team. Focused inspections to ‘at risk’ client programs and internal operations with: audit and reconciliation of generated invoices, data validation for reports, contract compliance, service level performance measurements, and profitability reviews. Delivered reported findings to senior management team along with facilitation / corrective action planning for closure.- Managed and coordinated cross-departmental Incident Resolution Processes (CAPA) - from issue documentation and root cause analysis through resolution management and risk review. Cost and scope analysis completed for all incidents and reported to executive management.- Maintained company preparedness for financial audits including internal budget reviews, invoice validations, and data gathering / analysis for accrual Revenue Recognition procedures.- Created and delivered company training and guidance on impactful subjects of quality, standards, and compliance (e.g. process mapping, ISO recommendations).- Supported additional proactive and reactive quality initiatives for the company such as:o Business Continuity Planningo Data security (e.g. PCI, HIPAA, EU Data security) and complianceo Customer Service and Quality Call Monitoringo Developed global company policy and procedures (e.g. Travel & Expense submission, file naming and version control, facility / services access protocol)

Boston, Massachusetts, Us

Reporting to the Vice President of Operations – responsibilities included:- Developed internal auditing methods to assist with control of business processes.- Performed inspection of department and program business data / rules to ensure compliance with master service agreements (MSA) and reported results.- Created reporting and escalation guidelines to deliver findings to internal business partners.- Performed data analysis and inspections for accuracy, efficiency, and trending.

Boston, Massachusetts, Us

Reporting to Vice President of Client Services- Prepared in-depth analysis of company and client data using MS Excel and MS Access.- Created and maintained documentation supporting reporting processes.- Supported internal departments with analytical data research and risk assessments.

Rochester, New York, Us

- Functioned as liaison between marketing and engineering to support the commercialization of new digital cameras, software, and accessories.- Project Management - developed and managed prediction model that reduced commercialization process time by 50% and increased service and support rate reliability.- Technical Training - designed, developed and deployed global support center training on technical aspects of product; lead 'Flash' tutorial initiative created to compliment company's "self-help" program driving worldwide consumers to use web-based, low-cost solutions.- Applied Six Sigma Black Belt training to measure and reinforce effectiveness of online self-help tutorials; averaged 48,000 unique hits per month (2006) and generated an estimated annual savings of $1.75 million in support cost avoidance.- Customer Relationship Management - provided Tier III technical support to customers; performed technical research as necessary; marketed and serviced digital products at trade shows.

Bs, Finance / Business

Finance