Mark Bowman, Csm, Hdi-Sca Email & Phone Number

Oceanside, CA, US

Purchase, NY, US

Exciting opportunity to work with a newly formed tier 3 group working to resolve member and provide issues regarding Livongo and Teladoc health issues

Pleasanton, US

• Teamed up with partners, vendors, and developers to resolve application issues and provide new API solutions
• Supported six onshore and five offshore colleagues, as well as collaborated with four different departments to test new versions before released
• Improved case resolution efficiency by writing several knowledge-based articles that peers and clients utilized
• Extracted activity logs from partner service orders to identify exceptions that could be causing transaction failures
• Headed Tier 1 education efforts by hosting weekly scrum meetings and mentored Tier 1 offshore team
• Higher successes in case closures, increased customer satisfaction, and reduction of case backlog

Pleasanton, California, US

• Front-line analyst for the company products, services, and supporting platform technologies
• Led 20 daily client meetings to identify and resolve client concerns
• Removed activity logs from clients and partner services to identify exceptions to reduce failures
• Created and resolved cases using Salesforce

Deerfield Beach, FL, US

• Configured and supported proprietary Sentinel and Sentrex applications on a SaaS environment for the 340B drug discount program
• Wrote queries, executed scripts, and troubleshot system issues involving orders and data loads
• Ensured tickets were completed accurately, minimizing extra work caused by errors
• Collaborated with other teams in all stages of customer support, including implementation, investigations, data corrections, and configurations

US

• Earned top representative in 2005 for following best practices and providing effective customer interactions
• Provided training to new Technical Support Representatives by presenting product information and giving constructive feedback to improve staff performance
• Recognized as top performing representative for multiple years based on technical and product knowledge and customer responsiveness skills metrics
• Assisted in creating training documentation and internal educational web pages
• Earned an Employee Excellence Award for effectively performing product reviews for new pre-launch products
• Documented each call promptly and accurately utilized FDA guidelines and Standard Operation Procedures (SOPs)

Malvern, PA, US

• Responded to customer inquiries in the call center and trained customers in using glucose monitors, troubleshoot and ordering replacement products.
• Documenting each call in a timely accurate manner using FDA guidelines and Standard Operation Procedures (SOPs).
• Handed sensitive information confidentially following HIPPA guidelines, ensuring compliance and high customer satisfaction ratings.
• Earned top representative in 2005 for following best practices and providing effective customer interactions.